Rosa P erez

***** * ***** * **** D r, R iverview F L 3 3579, ( 813-*-**-****, l ac14bw@r.postjobfree.com PROFESSIONAL S UMMARY

A highly successful motivated experienced customer service leader and system professional overseeing Customer Representative Staff by monitoring, reviewing, approving day-to-day call center processing. Skilled and proficient in ensuring that high performers in a large call center maintain reliability and quality control over customer representation. Experienced ongoing Mentor and Trainer using positive coaching techniques for an effective staff to be more team/work oriented, sociable, supportive, and self-disciplined. Recognized for achieving lowest rate of team discount in department of 12 teams, improved team call sequencing metric from 33% to 77% resulting in Customer Focus increasing from 6.5 to 7.3 (with 8.0 being the highest level of achievement.). Saved over $10K in monthly revenue by training agents on improved conflict resolution skills resulting i n a r eduction i n a verage customer c redits ( OCC) from $ 1.86 t o $ .35 per m onth. TECHNICAL K NOWLEDGE AND Q UALIFICATIONS

● Bilingual: E nglish/Spanish

● Strong C ommunication / L eadership S kills

● Customer S ervice T raining

● Microsoft O ffice S uite: ( Word, E xcel, P owerPoint, A ccess, a nd O utlook)

● GroupWise C ommunications S oftware, L otus S ame T ime C onnect, J abber

● Quality S olutions: W itness, N ICE, I mpact 3 60

● Workforce M anagement S olutions: IEX, AIM-Call, R eal T ime A dministrator, B lue P umpkin, E xception Management S ystem

● Call R outing T echnology: ACD, C TI, Symposium, C CM

● Call C enter P hone S ystems: Avaya, Rockwell, N ortel, C ISCO PROFESSIONAL E XPERIENCE

VERIZON W IRELESS N ATIONAL C ALL C ENTER, TAMPA, F L 2008 – P resent Call C enter B ilingual Customer R elations T eam S upervisor

● Responsible f or t he d ay-to-day s uccessful o perations o f a t eam o f r epresentatives.

● Monitor p erformance o f s taff m embers a ccording t o e stablished o bservation s tandards.

● Effectively executes on the vision, mission, and objectives of the call center, successfully achieving productivity a nd q uality o bjectives

● Ensure optimal productivity, excellent quality, provide ongoing coaching and career development, evaluate employee performance, make hiring decisions and conduct monthly and semi-annual performance a ppraisals.

● Responsible for the decisions or recommendations that contribute to the overall success of projects and p rograms w ithin C ustomer S ervice.

● Manage u nusual s ituations e ffectively a nd r espond p ositively t o n ew i deas.

● Responsible for ensuring that priorities are met under pressure with frequent interruptions and redefined p riorities.

● Coach t eam o n p robing a nd l istening s kills t hat i mproves c alls p er d ay f rom 2 8 t o 43.

● Responsible for the monthly revenue by training agents on improved conflict resolution skills resulting i n a r eduction i n a verage customer c redits.

● Responsible f or a chieving l owest r ate o f t eam d iscount i n d epartment o f 1 2 t eams,

● Responsible for improving team call sequencing metric resulting in Customer Focus (8.0 being the highest l evel o f a chievement

● Collaborate w ith R ecruiting a nd T raining t o s elect a nd i nterview c andidates f or t raining c lasses

● Use metric analysis to create targeted action plans to ensure agent behavior is aligned with expectations a nd d riving b ottom-line r esults. Rosa P erez, 1 0501 K ucha C t R iverview F L 3 3579, ( 813-*-**-**** l ac14bw@r.postjobfree.com

● Extract, organize and analyze operational metric data to understand team and individual performance i n r elation t o b usiness o bjectives.

● Successfully manage special projects such as Future Leaders, Interview & Recruitment Core team, Transition Supervisor, Revenue Generation Champion for department all while maintaining successful p erformance for the year.

ALLSTATE NATIONAL CLAIMS S ERVICE C ENTER, S T. P ETERSBURG, F L 2006 – 2 008 Bilingual C laims I nformation Manager

● Responsible a nd s ucceeded f or i mproving c all a nswer t ime b y 4 1% a nd r educing r epeat c alls b y 5 4%.

● Responsible and Improved retention rates by 20% by designing and implementing a more strategic hiring p rocess f ollowed b y o ne-to-one m entoring o f n ew a ssociates.

● Used employee metrics, appraisals, workforce management data, and operational metric data to simultaneously drive results at the micro (team) and macro (business) levels. Developed individual performance m anagement r eviews a nd i mprovement p lans.

● Responsible for reducing number of escalated calls routed to supervisors more than 50% by training associates to e ffectively probe, a nalyze and r esolve c ustomer i ssues.

● Led projects and initiatives to improve efficiency and realize cost savings to drive organization wide-results.

● Properly d isbursed, m anaged a nd r eported $ 100K e mployee r ecognition b udget.

● Saved over $50K in operational efficiencies by following Six Sigma methodology to design and implement o perational process i mprovement p rograms. OUTBACK S TEAKHOUSE I NC., T AMPA F LORIDA 2005 - 2 006 Disbursement A ccountant/Payroll C oordinator

● Recognized for zero-error ratio in invoice processing. Entrusted to manage high-sensitivity and “VIP” accounts.

● Validated invoice approvals and ensured correct coding of GL accounts including coding invoices for use t ax.

● Managed v endor r elationship i n t he a rea o f a ccounts r eceivable a nd a ccounts p ayable.

● Performed analysis of financial reports to research and resolve any vendor disputes. Voided checks and authorized stop p ayments.

TECO P EOPLES GAS, T AMPA F LORIDA 1999 – 2005 Team L ead/Customer S ervice S pecialist

● Received p restigious C ustomer S ervice E xcellence a ward.

● Maintained and i ncreased service l evels t o b oth i nternal a nd e xternal c ustomers.

● Selected to be TECO’s “Spanish Voice” for superior bilingual language skills. Translated and recorded all S panish L anguage I VR r ecordings.

● Led project to analyze operational metrics for Spanish Queue and create unique goals that aligned to specific f unctions o f b ilingual o perations s uch a s h igher a verage h andle t imes.

● De-escalated customer and resolved complex customer issues on supervisor calls for English and Spanish s peaking c ustomers.

● Collaborated with Customer Care Supervisors to create strategic plans to enhance customer satisfaction throughout t he o rganization. E DUCATION / P ROFESSIONAL D EVELOPMENT

MBA B usiness M anagement University o f

Phoenix

St. P etersburg,

FL

May 2 008

BA B usiness M anagement &

Human D evelopment

Eckerd C ollege St. P etersburg

FL

June 2 006

Rosa P erez, 1 0501 K ucha C t R iverview F L 3 3579, ( 813-*-**-**** l ac14bw@r.postjobfree.com

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