Summary: Self-motivated individual with significant managerial experience within sales and customer service in a call center environment. Possess strong management skills with an outstanding record of achievement implementing special projects, delivering innovative solutions, and maximizing organizational efficiency. I demonstrate excellent decision-making and communication skills, with proven results as an effective leader and team motivator.

WORK EXPERIENCE

Inktel Contact Center Solutions, Doral, FL 11/2011-Present

Supervisor

Supervise a team of 10-25 agents; motivate and develop them on a consistent basis.

Monitor team efforts and assuring meeting goals set by Inktel and the client.

Recommend measures to improve performance, and quality

Serve as an example for team members by actions and results.

Provide online support via Chat and respond to various sales and support e-mails.

Careers USA-Plantation FL 06/2013-10/2013

Customer Care Representative

Keep records of customer interactions or transactions, recording detail of inquiries, complaints or comments, as well as actions taken.

Resolve customers’ service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills.

Complete contract forms, prepare change of address records, or issue service discontinuance orders, using computers.

Refer unresolved customer grievances to designated departments for further investigation

Global Response, Fort. Lauderdale, FL 09/2006-02/2007

Customer Care Representative

Check inventory records to determine availability of requested merchandise

Obtain customers’ names, addresses, and billing information, product numbers, and specifications of items to be purchased and enter this information on order forms.

Prepare invoices, shipping documents, and contracts.

Inform customers by mail or telephone of order information, such as unit prices, shipping dates, and any anticipated delays.

Royal Bank of Canada Bimini, Bahamas 02/2002-06/2006

Teller

Cash Checks and pay out money after verifying that signatures are correct, that written and numerical amounts agree and that accounts have sufficient funds.

Receive check’s and cash for deposit, verify amounts and check accuracy of deposit slips

Enter customers’ transactions into computers to record transactions and issue computer-generated receipts.

Examine checks for endorsements and to verify other information such as dates, bank names, identification of the persons receiving payments and the legality of the document

EDUCATION

Boyd Anderson High School, Fort. Lauderdale, FL

High School Diploma (1997)

SKILLS/QUALIFICATIONS

Team Player

Detail Oriented

Scheduling

Strong Communication Skills

Data Entry

REFERENCES

Available upon request