Customer Service Sales

**** ********* **. *** *****, NV ***** 702-***-****

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

Carlos G. Rodriguez Jr______________________________________

OBJECTIVE

To obtain a manager position; where my leadership, communication and

managerial skills and experience can be utilized for the benefit of the

client, the organization and the employee while promoting a pleasant,

proactive and positive environment.

EDUCATION

College of Southern Nevada Business

Administration/Management August 1997- May 2000

Course work completed: Research and Evaluation, Organizational Behavior and

Ethical Responsibility, Management: Theory, Practice and Application,

Critical Thinking, Principles of Accounting, Computer and Informational

Processing, Skills for Professional Development, Oral Communications and

Psychology

EXPERIENCE

Senior Supervisor Citi Cards - The Lakes,

Nevada April 2006-August 2010

- Coach, counsel and develop a team of 20-25 Sales Associates to reach

aggressive daily and monthly sale goals

- Identify and coach to all opportunities in sales performance by

evaluating positioning, transitioning and closing per product

- Coach, counsel and develop a team of 25 Bilingual Escalation

Specialists in escalation calls, technical online support, billing

disputes, translations and fraud

- Monitored, managed and coached to overall team and individual

performance in sales, quality, handletime, attendance, offline

exceptions, availability/adherence, service levels, occupancy,

timesheets and scheduling

- Monitored 40-50 calls per week to meet weekly quota to ensure

quality is meeting business expectations

- Implement action/success plans to improve opportunities in

performance and conduct

- Write annual reviews and monthly reviews based on performance and

efficiency

- Conducted interviews using STAR model for new hires in sales,

service and escalation specialist

- Processed and participated in termination decisions for employees

not meeting performance or conduct expectations

- Create a team environment and promote individual involvement to

enhance the quality and experience for clients and employees

- Participated in meetings to identifying opportunities in training

and set a course of action to improve

- Created and implemented new processes and procedures

- Used analytical data to identify trends and performance gaps for

staff and divisional performance

- Report team performance to higher leadership with details and action

plans to improve areas of opportunity

- Managed multiple priorities and administrative requirements with

specific deadlines

- Conducted and led team meetings, divisional conference calls to

ensure communication of any policy changes while using meetings as a

forum to address any challenges or concerns

- Participated in meetings to identifying opportunities in training

and set a course of action to improve

- Traveled to Central America to help train the operations team and

launch live service from vendor sites

- Led project's from creation to implementation for call routing,

addition of volume from new functions

Bilingual Escalation Specialist II Citi Cards- The Lakes, Nevada

March 2003-April 2006

- Utilized outstanding customer service skills to timely, efficiently

and effectively solve customer needs with additional entitlement for

overrides based on account performance

- Help guide sales and service associates in correct procedures and

finding resolutions

- Take escalated calls to listen to the client concerns or challenges,

empathize and help find solutions

- Provide technical website assistance to navigate, register/utilize

multiple websites, and check computer browsers for settings, security

and java scripting with clients

- Review billing dispute communications and status of disputes with

clients

- Translate for other departments in fraud, credit warning, student

loans, Diner's and identity theft department

Sales and Service Associate Citi Cards - The Lakes, Nevada

October 2000-March 2003

- Build rapport with clients and assist with account inquiries while

offering solutions to meet client needs and/or concerns

- Identify products and services for up selling that would best fit

client needs

- Position, transition and close on products and services while

working on aggressive daily and monthly sale goals

- Meet quotas for performance in handletime, quality and sales monthly

SKILLS

- Fluent Spanish Speaker/Reader

- Avid Microsoft Office (Word, Excel, PowerPoint, Outlook) User

- Excellent Communication Skills

- Balanced Conceptual and Exceptional Leadership Skills

- Developed Public Speaking Skills

- Credible Sale Skills

- Superior Customer Service Skills

- Good Interpersonal Skills

- Developed Intrapersonal Skills

REFERENCES

- Available upon Requests

Contact this candidate