AS

OBJECTIVE

To use the skills learned from Industrial and Organizational Psychology with the goal of further strengthening my knowledge for the good of my career and the organization that is interested in my services.

SKILLS

Calibration, Database, CMS, Operations, Content Management System, Customer Service, Bi-lingual, Statistics, Communication Systems, Avaya, Quality Assurance, Satisfaction, Public relations, Retail Sales, MS Word, MS Excel, Kronos, Workforce, Telecommunication Sales, Management, Training

ANDY SEGARRA

INDUSTRIAL AND ORGANIZATIONAL PSYCHOLOGY

PHONE: 787-***-****

VANCOUVER, WASHINGTON 98664

E-MAIL:ac3c1a@r.postjobfree.com

EXPERIENCE

BI-LINGUAL CALL CENTER OPERATIONS SUPERVISOR COMMSENSE-AGUADILLA, PR 05/29/2016- 10-10-2017

Competitive top performing team out of 6 averaging above 50% psu yield above goal.

Conduct effective resource planning to maximize productivity lowering call center average handle time from 13 minutes to 10 minutes.

Manage directly a team of up thirty agents and work daily with up to 140+ agents.

Collect and analyze call center statistics (sales rates, customer service, lines of business sold etc.)

Monitor ordering procedures and work orders.

Evaluate performance with key metrics (Lines of business sold, quality, dial time product knowledge, etc.)

Customer de-escalation, resolution and satisfaction.

Manage short deadlines

QUALITY ASSURANCE SPECIALIST COMMSENSE-AGUADILLA, PR 06/19/2015-5/29/2016

Increased annually audit score percentage for a specific program from 60% to 90%

Ensuring accuracy of information and delivering quality by monitoring and completing daily and monthly quotas.

Recommending improvements, assisting in calibration meetings

Quality management for 60 plus employees

CUSTOMER SERVICE REPRESENTATIVE COMMSENSE-AGUADILLA, PR 02/14/2015-6/19/2015

Manage high call volume inbound and outbound calls from USA customers in a fast pace sales and customer service environment using Avaya and scripted coordinator software.

Identify customers' needs, clarify information and create rapport to identify opportunities for possible sales while multitasking.

STORE WORKER COAST GUARD EXCHANGE-AGUADILLA, PR 02/14 2014-6/19/2015

Maintain adequate stock of resale items,transport items to shelving and display area and identify any obvious spoilage and out of date merchandise

Fork Lift permit & usage of portable scanners and printers.

LaModa Perfume and Watches 04/09-2/11

Self-owned part time small business.

Selling oil perfume and watches.

Sales leads by social media (Facebook), fliers and phone.

EDUCATION

INDUSTRIAL AND ORGANIZATIONAL PSYCHOLOGY 08/2008 -3/2013 UPR AT ARECIBO

Investigation of Employee Satisfaction

Evaluation of organizational effectiveness and productivity

Research of physical work environments and communication systems.

Training and guiding

EFFECTIVE ANGER AND IMPULSIVENESS MANAGEMENT AT WORK AND EVERYDAY LIFE 2012 INSTITUTE OF POSITIVE PSYCHOLOGY AND PROFESSIONAL TRAINING 2012

PATRIA LATORRE RAMIREZ HIGHSCHOOL 08/2005- 05/2008

VOLUNTEER EXPERIENCE OR LEADERSHIP

St.Jude Charity run marathon 2015 CommSense, Aguadilla

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