To Whom It May Concern:
Touted by friends and colleagues as the wizard of world-class call
center and telemarketing management, I have a zestful, spicy-hot, and
colorful Mexican flavor. My wizardry in call center management can slay
dragons and break the spells of beautiful damsels. Yet, providing subtle
leadership to troubled, income-intensive, inbound or outbound customer
service centers is my specialty.
Trained in customer service, collections, telemarketing, financial
call center operations, and real estate servicing by leading companies such
as Wells Fargo, Sears, Household Finance and AT&T, no other candidate
offers you the marvelous showmanship of Houdini and the graceful power of
old wise Merlin.
I am attaching a copy of my resume for your consideration. My contact
number is 909-***-****. My email: abmq93@r.postjobfree.com.
Sincerely
Adolfo Ortiz
J. Adolfo Ortiz
Colton, California
abmq93@r.postjobfree.com
Experienced Call Center Sales Manager, Corporate Curriculum Developer and
Implementation, Academic Instructor, and Creative Stage Artist Seeks an
opportunity where leadership, training, and management experience will be
of value.
Summary of Qualifications
. 5 years of management in inbound/outbound sales and customer service
call center environments.
. 3 years of curriculum development in a corporate environment
developing customer service and sales training programs.
. 17 years of experience in customer retention and problem solving
abilities.
. The equivalent of more than 7 years of academic classroom experience,
including curriculum development and implementation..
. Computer skills including Microsoft Office Suite 97/2007. Proficient
in Windows XP, Vista, 7, Linux (Red Hat 7) and Unix 11.
. Bilingual English-Spanish (read, speak & write). Excellent
communication, interpersonal and problem solving skills.
Professional Experience
10/2008 - 02/2010 Substitute
Teacher: Middle/High School
Fontana Unified School District
. Managed hundreds of students learning goals and expectations.
. Managed and encouraged satisfactory academic progress: attendance,
grades, matriculation, graduation
. Curriculum implementation and control, and observed compliance with
academic policies and procedures.
01/04 - 10/09.
Owner
The Mattrex Superstore
. Developed and implemented customer service procedures.
. Developed and implemented product development process and brought
unique bedding accessories to market. Developed and implemented human
resources and payroll processes and procedures including commission
structures; including inventory and distribution processes.
. Developed pricing strategies and sales plans and marketing strategies.
11/99 - 02/05 Call Center Manager,
Curriculum and Training Instructor
Trader Publishing Company
. Managed 40-station call center.
. Provided coaching and feedback to customer care representatives via
monitoring calls and productivity.
. Assessed performance and provided regular feedback back to CC
Management on personnel, operational, and department concerns.
. Worked as lead trainer for all new hires, and continued to work on
training CCR staff on policies and procedures, product education and
up-selling and cross-selling.
. Supervised CCR's to ensure timely and efficient services. Served as
the first level contact to respond to and handle escalated calls.
Ensured proper documentation in all areas of assigned responsibility.
. Monitored phone calls of all phone representatives to ensure the
highest level of CC.
Other Employment
Paid and Volunteer
. 2005 - Coordinated a telemarketing fundraising event for a Los Angeles
Based political nonprofit organization, developing a database of
donors, and training volunteers to conduct telephone canvassing.
. 1983 -2010 - Coordinated for than 40 theatrical production projects
ranging from designing special effects recordings, lighting design,
managing stage hands and creative talent; developing procedures and
training staff of front of house; designed and implemented marketing
campaigns; translated marketing materials and scripts.
Operating Systems
. Windows XP Professional, Vista & 7
. Linux Mandrake & Red Hat 7.2
. UNIX HP-11
. IEX Total View
. WorkForce Management - Supervisor Workstation 3.8.0.6., I3
. Interaction Client 2.1
. Goldmine
. Microsoft Office 2003 including Outlook
. Edge CRM system & Relate CRM
EDUCATION
California State University San Bernardino 06/2010
Masters' in Theater Arts: Arts in Education
California State University San Bernardino 06/2007
California Teaching Credential - Single Subject: Social Science
University of La Verne - La Verne, CA 12/2005
Bachelor's in Science Degree in Public Administration
Los Angeles City College - Los Angeles, CA 12/1999
Associate in Arts Degree in Liberal Arts
University of California Riverside - Riverside, CA 12/1995
Certificate in Management for Not-for-Profit Organizations,
including marketing planning and design.
Other Education
Key Courses and Certifications
. Strategic Planning Certification, Introduction to Accounting, How to
Write a Business Plan, Marketing for Small Business, Consumer
Behavior, Marketing Research Techniques, New Venture Developing,
Managing the Small Business, Business Law, Entertainment Law, Music
Composition.