Raquel Tellez

**** ****** *****, *** *******, Texas 78245

210-***-****

ac12mm@r.postjobfree.com

Work Experience

LeafGuard by Beldon (Beldon Group of Companies) - Call Center Manager

September 1, 2015 to August 4, 2017

Maintain and improve call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs

Ensure consistent, active, and direct supervision of call center customer service representatives, team leads, trainer, and supervisors.

Maintain weekly schedule for 25+ employees

Payroll for 25+ employees

Handling of escalated calls and follow-through-with needed customer issues

Improve productivity of the call center team

Responsible for all inbound and outbound calls, emails, kace (website and home show inquiries).

Designed scripts and rebuttals for the call center

Assist Call Center trainer in maintaining all training material. Listen to calls. Also, to include follow-up training and coaching based on those findings.

Reports - Daily, Weekly, and Monthly call center performance to upper management

Ensure lead accuracy in CRM

Develop Call Center Outbound call systems (predictive dialer) - regular outbound, re-marketing, rehash, escalation

Ensure daily task were completed (emails/kace queue/confirmations/text confirmations.

Prepare call center performance reports and conduct monthly CSR performance evaluations

Responsible for hiring and termination of employees

Address any and/all issues via email/phone with the 15 branches located throughout the United States

Develop contest, award recognitions that increase agent's’ loyalty and focus.

Roof Monitor (Beldon Group of Companies) - Administrative Assistant

January 4, 2014 - August 31, 2015

Prepare invoices, reports, memos, letters, financial statements and other documents, using word processing, spreadsheet, database, or presentations software.

Open, sort, and distribute incoming correspondence, including faxes and email.

Perform general office and duties such as ordering supplies, maintaining records management systems and performing basic bookkeeping work.

File and retrieve corporate documents, records and reports.

Prepare response to correspondence containing routine inquiries.

Prepare agendas and make arrangements for committee, board, and other meetings.

Document meeting notes.

LeafGuard by Beldon (Beldon Group of Companies) - Call Center Customer Service Representative

January 6, 2011 to December 2013

Handle calls for 15 branches for multiple products.

Schedule quality appointments.

Respond to customer inquiries.

Research required information using available resources.

Route calls to appropriate departments when applicable.

Place follow-up calls to customers based on activity process in Marketsharp

Deliver prepared scripts on all calls to persuade potential customers to schedule an in-home consultant.

Accurate data entry and maintenance of customer records in Marketsharp.

Maintain a 85% or higher weekly Issue Percentage.

Maintain a 90% or higher weekly Demo Percentage.

Be available 90% of shift to take inbound/outbound calls.

Overcome price objections

San Antonio Police Department - 911 Call Center Taker

April 2008 - March 2010

Answer the 911 universal emergency telephone number in the Police Department.

Determine the nature of the emergency, enters necessary information into the company system, and routes the data to the Police Dispatchers.

Routes emergency telephone calls to the proper governmental agency .

Assist Police Officers in obtaining services.

Determines classification of service request and jurisdiction.

Maintains a calm response to all emergency situations.

Perform related duties and fulfills responsibilities as required.

Alamo Community Colleges - International Office - Administrative Assistant

April 1999 - March 2008

Perform general clerical duties to include but not limited to: answer phones, photocopying, faxing, mail distribution and filing. Coordinates and maintains records for staff office space, phones, company credit cards and office keys. Create and modify various documents using Microsoft Office.

Prepare all documentation, housing, schdule classes for the arrival of International Students.

Prepare all outings/activities.

Prepare all documentations.

Act as Liaison with Georgetown University.

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