Customer Service Manager
Resume:
Harlingen, TX *****
956-***-**** (Home)
956-***-**** (Cell)
abjr1h@r.postjobfree.com
Dario Garza
Objective
Customer oriented; seeking a challenging and rewarding long
term position.
Experience
2010-Present Advanced Call Center Technologies
Harlingen, TX
Operations Manager
. Built new project for client from start up, creating
KPI's, quality certification process, performance bonus
score cards.
. Maintain relationship with client to ensure project goals
are met.
. Work with other departments/partners to achieve goals.
. Handle escalated issues to improve overall customer
satisfaction.
. Train and Coach supervisors on Direct Model Feedback
coaching style.
. Train and Coach supervisors to role play with their direct
reports to ensure feedback provided was received.
. Implement Employee Satisfaction Committee to better
employee morale.
. Work closely with Human Resources and Recruiting to ensure
hiring needs are met.
. Conduct quality calibration sessions with quality,
supervisors, and managers to ensure quality scoring is
consistent among quality and operations.
2009-2010 Convergys Pharr, TX
Team Leader-Customer Retention
. Motivate team members by focusing on individual goals and
overall team goal to perform at optimal level.
. Analyze performance data to formulate plans of action for
sustained or improve performance.
. Work with other departments/partners to achieve goals.
. Handle escalated issues to improve overall customer
satisfaction.
. Counsel team members on job performance and behavior.
. Maintained employee records.
2008-2009 Dish Network Harlingen, TX
Sales & Customer Service Manager
. Provide leadership, guidance, and direction for Coaches.
. Exceeding company customer retention goal of 52% by
maintain 72% retention rate on a weekly basis.
. Improved team Quality Assurance scores from low 80% to high
90% by motivating Coach and team. Challenged Coach to
implement new ways to gain employee's buy in and improve
performance.
. Improved team Customer Satisfaction Scores in retention
management team from 6.0 to 8.5 in two months by increasing
agent observations and feedback requirements from Coach.
Spot checked agents for Coach compliance.
. Analyze performance data to formulate plans of action for
sustained or improve performance
. Created and implemented Coach Observation forms to observe
Coaches from afar, provide feedback, and praise
strengths/improve on opportunities.
. Attend weekly meetings/conference calls to communicate
performance statistics, share best practices, and develop
strategies for improvement.
. Work with other departments/partners to achieve goals.
. Oversee and communicate customer service performance
objectives to Customer Service Staff.
. Interview and hire new subordinate staff.
. Maintained subordinate and employee records.
2005-2008 Dish Network Harlingen, TX
Expert Coach
. Motivate team members by focusing on individual goals and
overall team goal to perform at optimal level.
. Analyze performance data to formulate plans of action for
sustained or improve performance.
. Suggested and implemented tracker to increase call
efficiency and maximize Coach follow through.
. Assist in interviewing potential job candidates.
. Work with other departments/partners to achieve goals.
. Handle escalated issues to improve overall customer
satisfaction.
. Counsel team members on job performance and behavior.
. Maintained employee records.
2004-2005 Dish Network Harlingen, TX
Technical Support Representative
. Assisted customers with technical troubleshooting,
programming changes, and billing inquiries.
. Assisted partners in processing new subscriber accounts.
. Assisted other agents by answering questions or offering
suggestions.
. Provided world class customer service using a one and done
philosophy.
2003-2004 US Security Associates Weslaco, TX
Security Officer
. Patrolled property to enforce client's policies and
procedures.
. Submitted reports on incidents encountered.
. Assisted loss prevention officers in deterring theft.
2002-2003 Glass services & More Harlingen, TX
Helper
. Assisted in construction of office building.
. Installed commercial and residential glass, window frames,
doors, and door frames.
. Obtained material necessary to complete construction and
installation of glass.
. Kept record of expenses.
2002-2002 Target Harlingen, TX
Overnight Stocker
. Unloaded merchandise from truck and sorted on pallets.
. Stocked shelves with product and ensured neat appearance.
. Assisted customers in locating merchandise and obtaining
price information.
2001-2002 US Army Ft. Sill, OK
Infantry Squad Team Leader
. Provided security at entry points to military installation.
. Conducted vehicle and personnel inspections to prevent
possible threats to base security.
. Conducted physical fitness training with team members to
ensure physical readiness.
2000-2001 Wackenhut Corrections Corporation
Raymondville, TX
Correctional Officer
. Supervised over 200 inmates
. Conducted personnel and dorm inspections to prevent
physical violence and compliance with company policies and
procedures.
. Submitted offense reports on inmates not in compliance with
policies and procedures.
1999-2000 US Army Ft. Hood, TX
Infantry Squad Team Leader
. Facilitated new hire orientation.
. Conducted training to ensure team readiness.
. Counseled team members on overall performance.
1996-1999 US Army Vilseck, Germany
Vehicle Operator
. Operated various vehicles (23 ton tracked vehicles to
sedans) over different terrains and all types of weather
conditions.
. Performed daily, weekly, and monthly maintenance on
vehicles to ensure operational readiness.
. Mentored other vehicle operators and assisted in conduction
vehicle maintenance.
Education
2010 Villanova University Six Sigma Green Belt
. Certificate
1992-1996 Harlingen High School South Harlingen, TX
. Diploma-General Studies
. Graduated Texas Scholar
Interests
Spending time with family, lifting weights, running,
internet surfing
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