Rey Garcia
Duluth, GA *****
Tel: 404-***-****
Email: ***.*******@*****.***
Objective: To fill a position where I can share my experience, enthusiasm
and energy while allowing me to promote added skills towards professional
and personal development.
Work History:
May 2010 to September 2013 : CCH Small Firm Services - Kennesaw, GA
Bilingual Quality Analyst.
On the Sales department, responsible for the transactional monitoring
process in English and Spanish, including call and chat monitoring,
providing feedback to supervisors, reporting on results and identifying
trends.
July 2009 to December 2009: Kelly Services - Alpharetta, GA
Customer Service Associate
This is an assignment with Magellan Health Services. As a Customer Service
Associate, the responsibilities where to assist callers with behavioral
health issues. This includes review of claims, pre certifications, locating
providers for members, among other duties.
March 2009 to Aug 2009: National ID Recovery - Norcross, GA
Bilingual Recovery Specialist
Assisted customers in the recovery of their identity, regarding identity
fraud and/or credit fraud. Provide coverage for all incoming phone calls.
Sep 2006 to July 2009: Victory World Church - Norcross, GA
Building Security Supervisor.
Supervise a team of 12 security guards. Process the time cards, payroll
and do scheduling one month in advanced.
March 2004 to Dec 2008: Warranty Corporation of America - Norcross, GA
Bilingual Quality Analyst.
Responsible for the transactional monitoring process in English and
Spanish, including call and chat monitoring, providing feedback to
representatives and supervisors, reporting on results, identifying trends
and coordinating training with T&D Manager as appropriate. Facilitate
calibration sessions among Team Leads and Supervisors. Attend joint
monitoring sessions with Clients or fulfillment vendors and report
performance to Customer Care Team. Responsible for providing accuracy data
on claims reviews. Frequently communicate with Center Leaders on individual
and team performance. Involved in the coaching and development of Customer
Care Representatives related to program, product knowledge, customer
service skills and call/chat handling. Responsible for contributing to
meeting team goals and have an intermediate competency with MS Office
Programs. Create workbooks using Excel to gather and trend all vital
information concerning QA and call center metrics.
May 2003 to Feb 2004: Primerica Financial Services - Duluth, GA
Financial Services Independent agent.
As an independent agent, I educated potential clients by presenting them
with the different options regarding Term Life Insurance policies as well
as financial investments options.
Oct 2002 to May 2003: Ettain Group - Atlanta, GA
Customer Service Representative
This was a temporary agency and I was assigned a position at Bellsouth
Internet Services where I acted as a Customer Service Representative
assisting customers in the billing department. I would also assist in
establishing and/or cancelling accounts.
Nov 1999 to Jul 2002: Turning Stone Casino Resort - Verona, NY
Croupier (Casino Games Dealer)
My main responsibility was to provide the clients with a very pleasant and
enjoyable experience while they played the games that I was stationed at.
Education:
Croupier Institute of Puerto Rico
Diploma
Center for Educational Services
High School Diploma
Skills:
-Archive
-Telephones
-Bilingual
-Data Entry
-People Skills
-Customer Service
-Windows O/S
-Witness & Witness Forms Generation
-Microsoft Office Excel
References: Available upon request.