Customer Service Manager

Sandra Rodriguez

Email: ********@*****-*******.***

Address:

City: El Paso

State: TX

Zip: 79936

Country: USA

Phone: 915-***-****

Skill Level: Any

Salary Range:

Primary Skills/Experience:

Operations Manager Marketing/General Business Practices/Improvement Processes/Consulting A results oriented business professional with proven abilities in strategic planning, managing projects, and improving efficiency of operations, team building, and detailing project information to determine effective processes for operations. Able to conduct an S.W.O.T. (strengths, weaknesses, opportunities, and threats) analysis to identify strengths and weaknesses, and implement company policies, best practices, changes in operations, and systems that optimize productivity. Demonstrated the ability to motivate staff to maximum productivity, and control costs through the most effective uses of manpower and available resources.

Educational Background:

High School Dipolma from Park University, Parkville MO 1/2001 to 8/2003 (Human Resources/Management)

Job History / Details:

Summary

Operations Manager

Marketing/General Business Practices/Improvement Processes/Consulting

A results oriented business professional with proven abilities in strategic planning, managing projects, and improving efficiency of operations, team building, and detailing project information to determine effective processes for operations. Able to conduct an S.W.O.T. (strengths, weaknesses, opportunities, and threats) analysis to identify strengths and weaknesses, and implement company policies, best practices, changes in operations, and systems that optimize productivity. Demonstrated the ability to motivate staff to maximum productivity, and control costs through the most effective uses of manpower and available resources.

Highlights

Program Development

Program Restructuring

Streamlining Operations

Exceptional organizational skills

Behavior management techniques

Advance PC based computer skills in word processing, spreadsheet, and presentation software

Manager/Motivator

Labor Utilization Analysis

Industrial Best Practices

Complex problem solver

Positive and cheerful

Fluent in Spanish: Read, Write, & Speak

Advances Skills in ABRA's, ePowerCenter CRM, & Kronos

Experience

September 2006 to September 2012

Telerx Marketing El Paso, Texas

Program Manager

Telerx Marketing

Received subsequent promotions throughout a 9 year tenure. Telerx is an outsourcing customer care contact center. It represents customer service for fortune 500 companies by offering innovative

products and services that help increase customer engagement through a multi-channel structure. The values that guide Telerx's approach to business characterize their culture, and that of their

employees: Integrity, Passion, Courage, Collaboration, Innovation, Empowerment, Accountability, and Wellbeing.

Program Manager

Directly train and manage 1 supervisor, 1 trainer, 1 technical liaison, 2 Sr. Liability Representatives, and 20 customer service representatives engaged in providing world class customer service for a high volume account which consists of phone, email, and white mail contact handling.

Improved cost and productivity by integrating the parent company (Dean Foods) customer service, along with subsidiary company (WhiteWave Foods).

Increased overall customer satisfaction results from 72 percentage to 84 percentage by making creating more engaging call scripts, and email templates.

Reduced attrition from 66 percentage to 35 percentage within a year, which resulted in employee retention

Conducted weekly meetings with all employees to improve communication, build a team-spirited environment, and improve job performance.

Created and implemented daily, weekly, and monthly tracking which measured revenue, outage, attendance, turnover, performance metrics, and employee schedule adherence.

Conducted and presented an S.W.O.T analysis on a quarterly basis to the Executive Leadership Team to report on the overall performance of the program, and any upcoming changes, so that we could up-sell additional services to the client.

Maintain the highest level of quality through daily monitoring using different monitoring techniques.

Daily maintenance of filing system which includes, personnel files, disciplinary action for attendance, performance, and misconduct

Developed ongoing relationships with the client, and all internal departments to include but not limited to Human Resources, Workforce, Account Director

January 2005 to September 2006

Telerx Marketing El Paso, Texas

Program Supervisor

Supervised, motivated, and evaluated performance for 20 employees

Developed curriculum for email processing, which increased data accuracy to 90 percentage, and increased email production from 7 emails per hour, to 10 emails per hour.

Analyzed daily and monthly reporting to ensure client expectations and set goals were achieved: 80 percentage service level, 3 percentage abandonment rate, 5 minute call handle time, 10 percentage data integrity error rate, 90 overall quality score.

Provided continuous feedback to staff to ensure they are meeting metric goals, and showing individual progress.

Analyzed, and investigated pending cases and forward them to the proper points of contact for timely resolution.

June 2004 to January 2005

Telerx Marketing El Paso, Texas

Customer Service Representative

Attributed the tasks of providing product knowledge to customers, and resolving quality issues they experienced with the products and services offered via phone, email, and white mail.

Responsible for ensuring prompt delivery of products to customers.

Responsible for preparing reports and managing records and follow-ups of customers.

Attributed the tasks of providing crucial administrative support in a confidential nature.

January 1998 to July 2003

Village Inn Restaurant El Paso, Texas

Lead Server

Village Inn Restaurant

Village Inn is a casual dining restaurant chain within the United States. Their restaurants are know mainly for their breakfast entrees and desserts, but they also serve lunch and dinner. It provides a great casual dining experience for the entire family.

Lead Server

Led, mentored and trained up to 15 wait staff professionals engaged in providing exceptional customer service for patrons of this high-volume, fast-paced restaurant.

Adept at building average check amounts through suggestive selling techniques.

Developed employee schedules on a weekly basis.

Committed guest satisfaction and developed ongoing relationships with guests.

Responded to patron concerns with tact and professionalism.

Education

2003 Park University Parkville, Missouri

Bachelor of Science Human Resources/Management

Honors:Summa Cum Laude (3.9 GPA)

Hours Completed: 135.00

Significant Coursework: Labor Relations; Public Relations; Organizational Behavior; Interpersonal Communications; Compensation Management; Organizational Development and Change; Principles of Economics and Accounting; Statistics; Guidance and Counseling; Management Communications.

Senior Seminar: In-depth study of HR Generalist functions, including Equal Opportunity Employment Laws and Policy, Interviewing Techniques, Developing Job Descriptions, and the Family Medical Leave Act.

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