Customer Service Quality Assurance

David A Urrabazo

*** *. *** **.

Valley Mills, Texas 76689

254-***-**** *****@***.***

254-***-**** Work

Qualification: Operation Manager

Sales/Training Management

Quality Assurance Management

Microsoft Office Windows 2000,

XP NT, Novell, DOS, Microsoft Publisher

Witness and Nice System, Centerview

TKS, CARE, CMS, CRDB, IEX, CTI

System X, Knowledgent, E20Start

Strong Written and Communication skills

Education: Attended San Antonio, College School of Nursing

Associate of Applied Science Electronic Engineering, Hallmark Institute of

Technology, San Antonio, TX, High School Diploma, Lake Dallas, TX

Experience:

January 2008 – Present

Convergys Corporation

McGregor, TX

Operations Manager: Oversee a 20 Million Dollar Client and responsible for 25-30 Team

Supervisors and approx 450-500 agents in a Service Center/Operations environment. Interim Site

Leader during ramp up for 5 weeks. Ensured client service levels and budgets are met on a

consistent basis in a fast paced; rapidly changing environment. Coached individuals toward

goal achievement utilizing teamwork/collaboration, motivation and staff development

skills. Demonstrate innovation and good judgment/problem solving skills with strong ability to

coach, develop action plans, to maximize performance, and provide effective feedback. Proven

ability to analyze and improve work processes and policies. Ensure department operates

efficiently according to client and company measures. Determine appropriate staffing levels and

implement strategies to ensure the efficient operation of the department. Work with support

departments to ensure staffing strategies are effectively executed. Support the data collection

for billing process, including SRS, billable/non-billable hours. Responsible for selecting,

training, developing, and managing performance of professional and non-exempt direct

reports; providing prompt and objective coaching and counseling; and coordinating,

planning, and assigning work for staff. Manager over specialize team such as Tier Tech I

and II, Resolution Desk and Commitment Team.

August 2006 to January 2008

July Business Services

Waco, TX

Client Services: Hired to train and develop Client Service Department in Customer Services

Techniques. Implemented Quality Guidelines, monthly performance appraisals, AHT goals and

monthly score card goals. Improved processes Assist customer with 401(k), Safe Harbor and

distribution issues utilizing TPA Manager, Wildcat, Application Extender, Qystis and Microsoft

Outlook. Provided one call resolution while maintaining a high level of customer satisfaction.

April 2002 to July 2006

JPMorgan Chase

San Antonio, TX

Operation Team Manager: Worked in all areas of Customer Service. Inbound Retention,

Inbound Customer Service and Service to Sales. Supervise a team of 20 -25 advisors oversee

attendance, ACD system and scheduling, Handled escalated calls using effective problem

resolution skill while utilizing resources, Compliance in accordance with departmental policies

and procedures, Monitoring advisors performance using Wittness and Nice systems. Proven track

record in developing and training advisors by recognition as a Top Elite Supervisor and Sales

Team Third Quarter 2004 and First Quarter 2005.

June 2000- April 2002

Mystic Realms

San Antonio, TX

Site Director: Open Call Center from ground to finish. Set up phone lines, cubicles, computer

systems and hired key personnel to help with start up. Managed approximately 150 people

including managers, supervisors, and home based employees. Monthly and yearly evaluations

were administered as part of employee coaching and development strategy. Payroll, budgeting,

hiring and processing of new employees as needed in order to maintain business needs. Analyzed

call volume trends to determine scheduling and staffing needs. Policies and procedures were

initialized and developed to maintain excellence in Quality Assurance. Facilitated meetings and

conference calls with home base management as needed to ensure business needs were met.

Company’s needs and goals were sustained with continual training and development to managers

and supervisors.

September 1999- August 2000

Ben Adams Precious Jewels

San Antonio, TX

Shop/Sales Manager: Managed daily functions of two stores primarily consisting of

manufacturing and sales of fine jewelry. Supervised and monitored all inventory control of

precious gems, client’s family heirlooms, and repairs. Design jewelry showpieces for store

display and clientele upon demand. Trained sales associates in merchandise presentation, sales

techniques, product knowledge, and respires to improve sales revenue. Time management skills

were utilized to achieve store deadlines and goals. Inspected jewelry for quality assurance to

meet and exceed customer expectations.

October 1992- September 1999

QVC

San Antonio, TX

Supervisor Assistant: Provided internal customer service to include monitoring team for quality

assurance and presented performance feedback and ongoing coaching. Supervised teams and

communicated department goals, improvement plans, team meeting, monthly performance

appraisals, and corrective actions as required. Created and analyzed reports for staffing needs,

scheduled vacation, time-off request and breaks in adherence to service levels. Utilized Microsoft

Word, Excel, and Windows NT to produce reports needed by corporate executives. Assisted Help

Desk and MIS technicians in troubleshooting programs at other sites utilizing 9600 SA modem

and performed Quality Assistance Testing. Conducted supervisor training classes on Loss Hour

ACD Research policies, and procedures.

January 1991- October 1992

Sears “Tele-catalog”

San Antonio, TX

Customer Service Representative: Assisted customers with orders and technical information for

merchandise. Provided supervisor coverage for teams of 15 to 20 representatives when needed.

Monitored and managed production floor of 50 to 100 representatives while using Rockwell

phone systems. Trained representatives on National Product Service and Automotive Computer

System.

November 1989- January 1991

Advance Micro Device

Austin, TX

Process Control Inspex Operator: Responsible for maintaining accurate and minimum

requirements on particle counts on all fab equipment for Quality Assurance such as, Stand Alone

Coater and Developer, Branson 3200 series, Laser Mark, and all wet hoods and EX 3000 and

3500(Inspex machines). Laser etched and cleaned wafers on all wet hoods. Processed all

particles checks on Tencor 4000 and 4500 Surfscan and calculated and entered data in AT&T PC

6300. 20Data on particle checks reflected outcome of products being produced to insure

distribution quotas were achieved.

July 1985- November 1989

Wal-Mart Department Stores

Universal City, TX

Department Manager/Furniture: Performed inventory control, merchandise purchasing,

monthly and yearly sales reports to identify trends within the department. Supervised 3 to 5

employees including scheduling to meet staffing needs, coaching, and development as requested

by management to include yearly and monthly performance evaluations. Inspected assembly and

safety of display products in order to maintain and exceed customer’s expectations. Special duties

include Loss Prevention Team assistant. Monitored security system and updated procedures to

reduce theft.

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