Customer Service Sales
Resume:
Round Rock, TX *****
Mobile 512-***-****
E-mail ********@***.***
Angel L. Otero Jr.
Professional experience
September 27, 2010 - Current
HELOC- Servicing Lead/ Call Rep IV
Consult and take ownership of all accounts within HELOC Collections that
been escalated due to lack of resolution. Thorough review the accounts and
related accounts to determine proper resolution of the customer's issue.
Reviewed accounts and thoroughly researched all disputes. I was also
responsible for a series of reports ranging from agent productivity to
weekly department reports. While attending to the above mentioned duties I
am also responsible for coaching agents, mentoring, rolling out new policy
and procedures, call quality disputes, schedule adherence issues and any
additional projects that may become available all while completing my daily
tasks.
January 12 2009-September 24, 2010
Sprint- Sr Finance Collections Lead/Traffic Desk
Consult and take ownership of on all accounts that have been escalated to
management/corporate due to lack of resolution. Reviewed accounts and
thoroughly researched all disputes. Helped originate documents as well as
make sure they were all accounted for and filed accordingly if there were
any legal issues involved. I also took in account the customers main reason
for calling and resolve all issues while determining all additional
solutions that are brought up while triaging the customers account. I also
de-escalated all corporate, legal and executive threats. I was involved in
all aspects of the customers account from billing issues, tech issues, lost
payment disputes and price plan issues.
I also was involved in the Traffic Desk. I provided hourly and daily
statistical reports as well as monitored all que's for 3 different centers.
Provided service level reports and was also in involved in agent
scheduling.
Sprint-Credit Analyst
Review credit applications for new and existing customers. I determined if
the account were eligible for additional units and account spending limits
based on the customer's financial history with Sprint.
February 4 2008- May 5 2008
City and County of Denver-DHS Eligibility Tec
Interviewed Clients and determined eligibility for State and Federal
Programs.
December 5 2005-February 2008
Qwest- Customer Service Rep Denver, CO
Customer management and sales. Sales approach on every call included
customized integrated solutions for additional services such as DSL, PCS
and Direct T.V. Also directed and controlled account for billing, new
service, transfer service, disconnecting services and repair calls.
Maintained monthly sales quota to receive payout.
Achievements and honors:
7-Time Encore Winner
3 Time Bravo Winner
Top 10% of sales for the company
August 1, 2005 - December 3, 2005
Wells Fargo Bank -Teller Austin, TX; Denver, CO
Duties included taking in daily transactions (deposits, withdrawals,
etc Customer service and sales was a daily priority, and included
resolving customer issues, translating for Spanish speaking clientele, and
offering & selling new products and services with each transaction.
January 5, 2004 - January 3, 2005
SBC - Service Representative Austin, TX
Customer management and sales. Sales approach on every call included
customized integrated solutions for additional services such as DSL, PCS
and Dish Network. Also directed and controlled account for billing, new
service, transfer service, disconnecting services and repair calls.
December 9, 2001 - December 19, 2003
MCI - Telemarketer Local/Bilingual Austin, TX
Outbound sales for local telecommunications for B2C & B2B clients. 500
calls constituted an average a day. Use of telecommunications training and
promotions to achieve bi- monthly quota of 57 sales in 15 days; which
helped maintain a 200% of plan achievement for total time of employment.
Achievements and honors:
Two-time nationally honored top sales for local and national level.
Two-time Tournament of Champions National Center team member.
Top 10% of sales for the year
December 2000 - July 2001
STATE FARM INSURANCE - CRC REP El Paso, TX
Customer service related to insurance claims. Interpreted and translated
calls between agent and Spanish speaking customers.
Discussed policy types and coverage.
Details relevant to customer's insurance claims.
Explained options available to customers concerning handling claims.
Prepared written documents in Spanish to customers explaining claim
and coverage rates.
Languages
Fluent in English and Spanish
Education
Fall 1998 Ohio Valley College Parkersburg, WV
Kenisiology/History
Degree in Process
1996-1997 Clarendon College
Clarendon, TX
Kenisiology/History
1992-1994 UT El Paso
El Paso, TX
Degree in Process
1988-1992 JM Hanks High School El
Paso, TX
Graduation Diploma
Interests
Basketball/ Working out
Enjoy working to be the best at what I do
Belief in always having a positive attitude
Personal satisfactions in helping others
Always open to new ideas & challenges
References
Tyler Whitesides -Red Box Field Specialist 2-
wk ph1-630-***-****
Marlyne Casis-Wells Fargo Bank-Store Manager-Riverside
Charles Balentine - Walmart Regional Manager
417-***-**** business line
Ricardo Elias Sr.- Clint Police Dept-Clint ISD 915-***-**** mobile
Armida McClure-City & County of Denver
512-***-**** personal line
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