Customer Service Sales
Resume:
LEON SALAZAR
**** *. ****** ***** *****: 928-***-****
Flagstaff, AZ 86004 Email: *********@*****.***
Career Profile
A top performing Customer Service & Quality Assurance expertise. More than four years of experience combining operational management, business development, and customer service expertise to maintain cost control levels while providing exceptional service in competitive business markets. Reputation of effectively collaborating with other team members to successfully manage sales goals and initiatives. Seeking a challenging position within a diverse call center environment to utilize strong sales, operations management, team leadership, and multitasking capabilities to increase company growth and brand awareness. I just really enjoy working with people!
Areas of Expertise
•OBGYN Experience
•Sales & Fulfillment
•Process Implementation
•Strategic Planning & Analysis (SCRUM)
•Cross-Functional Skills
•Brand Awareness
•Customer Service & Support
•Time Management
•Inventory Analysis
•Oracle & BAM Reporting
•Critical Thinking
•Customer Call Back - Resolve outstanding Issues
Quality Assurance
•Worked with the Development Team to automate the regression process for their bi-weekly release cycles. At the end of the year project, the cycles are now fully automated in 48 hours.
•Routinely collaborate with marketing, operations, product development, and tech support teams to monitor competition by gathering current marketplace information on pricing, products, new products, delivery schedules, inventory, to manage the Ship From Store project.
•Improve the operational systems, processes and policies in support of organizations mission – specifically, supported better management reporting, information flow, business process and organizational planning.
•Worked on a tight deadline for release cycles & was required 91-100% accuracy for the middleware/backend systems
Customer Service & Support
•Captured positive experiences by providing quality customer service to customers by identifying and resolving concerns, answering questions, and responded to assistance requests in a timely manner.
•Top sales performer multiple months in a row; meeting the necessary performance metrics of; time, conversation quality and created opportunities with returning customers for sale conversion
•Provided support in email & during live chat
Work History
DECKERS-Performance Staffing, Quality Assurance. Flagstaff, AZ 2015 – 2017
Edwin Durning - Quality Assurance Lead
123 N Leroux St, Flagstaff, AZ 86001
11-11-2015 - 6-25-2017
Initially I would test 8 total sites that included US & Canada. This would be for the front end. An example would be customer facing defects (typos, banner misplacement, loyalty programs and order placement). I also was the main tester for the middle ware. This would include any payment transactions, order placement, customer signup & new back end features.
A large portion of my work was the feature testing & regression testing. I also helped develop a plan & execute a plan to automate this testing for the company. I would write out testing plans, along with requirements, and provided a 91-100% bug reporting metrics for company Audits.
Most importantly I was the main contact for Oracle Reporting & Application Setup; This was between Corporate office in Goleta, CA & Flagstaff, AZ.
DECKERS-Performance Staffing, Customer Service Representative, Flagstaff, AZ 2014 – 201511
Angelica Yuhasz-Karp - Call Center Lead
1300 W University Ave, Flagstaff, AZ 86001
11-17-2014 - 11-10-2015
Received 100-150 calls in a 8 hour shift. Required to meet Sale Metrics, Call Time Metrics, Email Metrics, Live Chat Service Metrics. This would entail working with customers on any outstanding issues, and following up with the customer.
In the fulfillment department we would handle the service request put in by agents and approve or deny replacements of products. We would handle the information for warranty, including the documentation for replacement. This was for Canada & US.
As a Call Center Coach I would handle escalated customers. This would only happen if an agent was unable to satisfy a customer. The main purpose of the coach position was to answer current or new hire agents questions.
I ended the position with a by being reaching top sales, and always meeting my performance duties (metrics).
MESSAGES & MORE, Customer Service Representative, Flagstaff, AZ 2011 – 2012
Irma Speirs - Chief Executive Officer
Suite B, 518 N Beaver St, Flagstaff, AZ 86001
4-12-2011 - 2-14-2012
I received calls mainly for Doctor's Office. We would accept incoming calls and relay the messages to the appropriate parties. This would include a wide range of clients, from customer service, to notifying OBGYN Nurses. We also directed the local police departments requests for road side assistance, eg. Car Accidents.
We had metrics and had to pass the Association of TeleServices International random call in tests.
GOOGLE, YouTube Content Creator, Flagstaff, AZ 2010 – 2015
Created Videos on Youtube
Contract Ended, New Contract with Disney & a separate advertiser.
QUILL, Sales Representative, Indianapolis, IN 2008 – 2009
QUEST COMMUNICATIONS, Sales Representative, Phoenix, AZ 2008 – 2008
Education & Training
Associate of Arts, Information Technology/Networking, AXIA University of Phoenix, Phoenix, AZ
Proficient in: Adobe Products (Illustrator, Photoshop, AfterEffects, Publisher), Microsoft Office (Word, Excel, Powerpoint), Outlook, Lync, Windows, Oracle w/ some programming experience.
Accomplishments & Affiliations
Award of Excellence, Messages & More
Member, Association of TeleServices International
Contact this candidate