Quality Assurance Customer Service

Larry Gomez

**** *. **** *****, ******, Colorado 80003 ? Phone: 303-***-**** ? Email:

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

Dedicated Management Professional eager to contribute extensive talents

toward supporting a dynamic organization in optimizing performance and

productivity.

Profile

. Seasoned background in directing daily business operations inclusive

of staffing, employee scheduling, training, payroll, quality

assurance, and customer service and satisfaction.

. Exercise strong team-building, training, supervisory and motivational

attributes to drive employees to continuously exhibit productivity and

performance excellence.

. Excel in analyzing existing practices and orchestrating process

improvements to elevate service and quality levels while reducing

expenses.

. Reputation for creativity, reliability, establishing a cooperative

climate across multiple departments, and proactively identifying

opportunities which will result in long-term benefits for the

employer.

. Winner of 2009 Power Of Team award for developing and leading top-

producing team.

. Presented with Outstanding Project Management award in 2008 and

formally recognized in 2007 for successful contributions related to

quality assurance audit.

Professional Experience

American Income Life

Licensed Health & Life Insurance Agent (1099 position) (2010 to

Current)

. Outbound calls to union facilities such as Police, Fire departments as

well as schools to sell packages for Life and Health Insurance

ADT, Aurora, CO,

ATS Team Manager (2005 to 2010)

. Promoted to manage, optimize and maintain corporate productivity,

quality, and compliance standards through proficiency in team-building

and leadership as well as a constant focus on quality assurance.

. Trained, coached, mentored and motivated operators, conducted regular

performance reviews, and processed payroll.

. Balanced manpower with call volume to achieve both cost control and

customer satisfaction.

. Leveraged diplomacy and tact to successfully and expeditiously handle

customer escalations.

. Collaboratively supervised call center operations comprised of 300

employees and directly managed high-performing team of 20.

. Conducted new hire and promotion interviews and played a key role in

determining compensation.

. Held accountably for integrity of largest accounts and swiftly

resolved escalations as needed.

ATS Team Lead (2001 to 2005)

. Demonstrated excellent organizational skills in downloading

programming to panels and providing technical support.

. Completed technical audits on team members to identify training

opportunities.

. Established and clarified Standard Operating Procedures (SOPs) for

Data and Download departments.

. Analyzed and efficiently rectified customer issues and problems to

ensure satisfaction.

King Soopers, Lakewood, CO,

Head Clerk (2000 to 2002)

. Exercised strong supervisory talents toward creating work schedules

and delegating tasks to team of 12.

. Performed broad range of administrative and financial functions

including daily/weekly/monthly report preparation, cash management,

and managing customer refunds and returns.

. Steered quality control and assurance for freezer contents and stock

on shelves.

Education

AAS, Computer Network Engineering, Westwood College of Technology, Denver,

CO, 2001

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