Customer Service Manager

Professional Summary

Core Competencies

Work History

MARIO BUENDIA

Miami, FL 33186 (C) 786-***-**** ************@*****.*** linkedin.com/in/mario-buendia1220

Bilingual Customer Service/Call Center Leader

Experienced professional who inspires cohesive and highly motivated teams. Excellent analytical, planning, and managerial skills that have generated outstanding relations with customers, employees, and leaders. Proven success in developing and implementing effective business partnerships to accomplish results. Personable and professional under pressure with proficient computer skills and superior telephone etiquette.

Exceptional communication skills

Devoted to data integrity

Creative problem solver

Dedicated to process improvement

Experienced in managing remote/virtual teams

Employee relations specialist

Bilingual (English & Spanish)

Call center & Customer service management

Talent acquisition proficient

Call Center Supervisor 2014 to 2017

Beacon Health Strategies – Miami, Florida

A behavioral health company that provides best-in-class behavioral health solutions for regional and specialty health plans; employers and labor organizations; and federal, state and local governments. Managed a team of up to 19 call center agents in both office and virtual locations. Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment. Handled escalated calls and defused volatile customer situations calmly and courteously. Prepared work schedules & assigned specific duties. Conferred with the Assistant Vice President of Call Center Operations, organizations officials, and Program Directors as necessary. Prepared reports and communication for senior management and clients.

Assisted with establishing and implementing departmental policies, goals, objectives, and procedures. Identified staffing requirements, interviewed prospective candidates, made hiring decisions, and trained new hires. Coordinated services, processes, and protocols with departments across the organization. Performed call monitoring to ensure quality assurance and productivity standards were maintained. Managed call flow with up to 300 calls in queue per quarter hour. Reduced staff turnover by 33% in one year by implementing several well received team and morale building programs. Led & managed transition of 85% of office staff to a virtual/remote setting. Call Center Manager 2012 to 2014

Visa Inc. – Miami, Florida

A global payments technology company that connects consumers, businesses, financial institutions and governments in more than 200 countries and territories to fast, secure and reliable electronic payments. Hired, developed, coached, supported, and mentored staff members in order to maximize employee performance. Participated, formulated, and led new hire and refresher training. Managed daily departmental production and the achievement of quality Education

service standards. Created rigorous developmental plans and set goals for all support staff. Researched, calmed, and rapidly resolved client conflicts to prevent loss of key accounts. Managed a team of over 25 employees servicing over 500 financial institutions. Ensured that both service level and budgetary targets were achieved. Monitored upwards of 30 calls per week in order to coach and develop agents to maximize their knowledge and ability to service clients in a professional and informative manner. Exceeded corporate target for customer satisfaction for 18 months in a row. Promoted from entry level position to Call Center Manager within 2 years from date of hire. Created a Rewards & Recognition program from the ground up for 150+ agents in order to properly reward, motivate, and praise top performers.

Call Center & Customer Service Team Lead 2010 to 2012 Visa Inc. – Miami, Florida

Supported the leadership team in managing and coaching customer service teams. Provided support and coaching to Customer Service Representatives associated with Prepaid Card procedures and policies. Handled and resolved escalated customer concerns and complaints in a professional and timely manner. Served as a new hire class coach of 37 Customer Service Representatives. Delivered class presentations, tracked attendance, measured performance, and provided individualized coaching. Customer Service Representative 2010 to 2010

Visa Inc. – Miami, Florida

Educated customers on products and services that best suited their personal and financial needs regarding their Prepaid, Payroll, and Gift cards. Addressed customer service inquiries in a timely and accurate fashion. Collected customer feedback and made process changes to exceed customer satisfaction goals. Made reasonable procedure exceptions to accommodate unusual customer requests. Supported Living Coach 2006 to 2010

Miami Elite Support Services – Miami, FL

A home health care provider that services hundreds of mental and physically disabled citizens in the city of Miami. Provided the necessary care, tools, and guidance for clients with mental and physical disabilities to live and work independently and become productive members of society. Communicated with public, social and welfare agencies to obtain and provide information. Presented case history material for review and discussion with other staff members. HIPAA Trained and Certified.

Interviewed clients individually and with families to determine what services would best address their specialized needs. Debit Product Manager Certification: Management

Visa Business School - Miami, FL

Associate of Arts: Medical Billing & Coding

Medvance Institute - Miami, FL

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