Customer Service Supervisor

Alberto Santus

*********@*******.***

** ** ***** ****** ****: 718 470

Glen Oaks, NY 0908

***** ****: 347 634

5098

Professional Summary

A well qualified supervisor with an advanced understanding of a customer service environment. Key

strengths include: strong leadership, motivational, interpersonal and analytical skills; able to interact with

all levels of management; communication skills suitable to representing the company and dealing with the

public. Solid ability to work in a dynamic environment.

Business Experience

Jan 2008 – Dec 2010

ARES COMMUNICATIONS Inc., Carbonia, Italy

Owner

Major Clients:

ULTRACOMM Inc., Toronto, Canada

TELE2 ITALY Inc., Milan, Italy

TELECOM ITALIA Inc., Milan, Italy

Primary Responsibilities:

• Created a highly successful startup company

• Organized and directed all daily activities regarding call center operations

• Motivated and lead a staff of more than fifty phone operators and three team

leaders

• Ensured that customers consistently received the right information about the

products

• Interceded on complex issues to resolve them as quickly as possible

• Monitored staff, calculated call center performance, and analyzed related reports

• Prepared and developed schedules to optimize staffing levels

• Provided direction and achieved organizational sales goals

• Provided over 1500 new customers only for Ultracomm Inc.

Sep 2007 – Dec 2007

ATHENATEL Inc., Carbonia, Italy

General Supervisor

• Trained the Team Leaders on how to handle and fix problems

• Checked daily production to promote continuous improvement

• Managed issues between Operators and Team Leaders

• Organized the shifts for the whole team.

• Trained and guided call center agents for proper execution of their tasks

Sep 2006 – Aug 2007

MEDI@CLOCK Inc., Carbonia, Italy

Team Leader

• Trained the Operators on how to sell a product over the phone

• Performed all vocal recordings and the quality checks on every Customer

• Made sure all Operators did their job properly and communicated correctly

• Reported the daily production to the Supervisor

Jun 2005 – Aug 2006

BUSINESS LINE Inc., Carbonia, Italy

Phone Operator

• Persuaded Customers of local Companies join Tele2

• Processed and certified phone contracts for Clients

• Maintained stable production

• Accomplished personal and team goals

• Trained New Operators and provided advice regarding the job

• Represented the Company and its values with customers

Education and Training

Commercial Technical Institute “G. M. Angioy” June 2009

59 Via Costituente, Carbonia (Italy) 09013

Accountancy High School Diploma

Languages

Proficient in Italian and English, some understanding in Spanish.

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