Customer Service Sales

David T. Pacheco

Direct :734-***-****

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

SUMMARY

An Executive with 15 years of progressive management responsibilities in a

health care, call center

environment. Extensive customer service experience, with an excellent work

ethic. I am an energetic person and

have the ability to enable and motivate others to achieve better results.

Have a proven record of results in

developing profitable sales teams.

EMPLOYMENT

Volunteers of America Southfield, MI 08/2010 to present

Provider of Adopt a Family program for Christmas.

Customer Service Representative(call center)

Hospice of Michigan Southfield, MI 04/2009 to 03/2010

Provider of Palliative (end of life) Care.

Customer Care Associate in a call center environment.

Responsible for coordinating care between patient, family members, vendors

and case managers.

Accomplishments

. Received inbound calls and effectively took action with vendors and

case managers to resolved customer service issues.

. Effectively handled emergency calls under 3 minutes which met or

exceeded the standard.

. Production rate of 650 total calls per week which was in the top 2

rankings.

. Built relationship with field staff and was regularly commended by the

field staff for outstanding support.

. Being groomed for a management position.

Signature Home Care, Southfield, MI 12/2008 to 04/2009

Provider of personal services at a senior living residence, including care

giving, escort to and from meals, to the

dispensing of medication.

Manager of the on site staff, scheduling all shifts for a 24/7 operation.

Hiring, training, coaching, managing and disciplining of team.

Accomplishments

. Immediately improved scheduling and was able to eliminated overtime,

enhancing gross profit margin.

. Address process improvement issue to meet federal regulation

compliance.

. Improved productivity within the first week. It was visibility notice

by the building management and praised.

. Increased clientele by 8 %( 3 month time frame).

Pacheco Travel. General Manager 04/2006 - 12/2008

Provider of online travel business for consumers and business clients.

Accomplishments

. The business had success. Grew the company with 15 independent

contractors.

. Able to grow from a start up company to a going concern.

Forest Health Services, Ann Arbor and Ypsilanti, Michigan. 03/1993

-05/2006

Provider of a comprehensive surgical weight-loss program under the

Bariatric Treatment Centers and Barix Clinics brand names in Michigan,

Illinois, Ohio, Texas, Arizona and Pennsylvania.

Director

Directly responsible for all aspects of the Call Center and Sales

department. Including leading the sales team to achieve corporate and

individual sales goals. Direct responsibility for all customer service

issues to resolution. Collaborated with the CEO, CFO, Executive VP of Sales

and Marketing, with doctors and hospital presidents at regional company-

owned locations.

Director

Accomplishments

. Recruited, interviewed, hired, trained, coached, mentored and

disciplined a staff of twenty-five.

. Created, developed and implemented policies and procedure for the

start up call center.

. Set department records for 5 consecutive years.

. Created and implemented marketing call guidelines (scripts).

. Develop yearly budgets ($1,000,000 plus) and monitor for monthly and

weekly compliance.

. Monitor and observe daily performance of the staff to assure

compliance within specific guidelines set forth by the company.

. Worked side by side with staff when short staffed and or work load

needs were high.

. Prepared all employee annual reviews, had face to face meeting to

discuss performance and raises.

. Fostered an environment that created loyalty. The department had a

high retention rate.

. Key role in getting the contract with the Canadian government for its

citizens to come to Michigan to perform bariatric surgery.

EDUCATION

Michigan State University, East Lansing, MI

B.A. in Economics

BOARD

APPOINTMENTS

Development Centers Inc.

11/2007 - present Active board member and currently VP of Finance

A nonprofit organization dealing in behavioral health issues in Detroit and

Wayne County. Assisting in funding raising

activities, events and other additional duties.

Accomplishments

. Increased donor base by 21%

. Overall increase of donations by 10%

Michigan State University College of Social Science Alumni Association

Elected to the board 05/2008

Serve on committee: Overseas Study Abroad, granting scholarships from

College of Social Science to students in the

College.

VOLUNTEER ACTIVIES

Detroit Public Television

2009 to present

Volunteer, help man the phone banks during fundraising events.

Assist at different location in various roles for fundraising events.

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