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Customer Service Sales

Colton, California, 92324, United States
May 26, 2010

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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:


Adolfo Ortiz

J. Adolfo Ortiz

Colton, California


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


. 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.


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, I3

. Interaction Client 2.1

. Goldmine

. Microsoft Office 2003 including Outlook

. Edge CRM system & Relate CRM


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


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