Mobile 407-***-****
E-mail ac4h5w@r.postjobfree.com
Fabian Quevedo
Objective
I seek to work for a successful company that has strong leadership and vision, whom recognizes and rewards performers as well as be able to utilize my management, supervision and administrative skills to benefit mutual growth and success.
Qualifications
Problem solving oriented, able to co-ordinate the analysis and production of a development team
Interpersonal and negotiation skills involving innovative thinking
Highly enthusiastic, team player with strong leadership and conflict resolution skills
Years of experience in a call center environment with exposure to workforce planning, manager role and new recruit trainer
Previous international experience in an Intraday Analyst contact center and training environment
Able to direct workforce to accomplish objectives involving new ideas and improvements while making strategic recommendations
Excellent business ethics with clear understanding of workforce and management principles
Strong PC skills with proficiency in Windows, HubSpot and Salesforce software, AS/400, Microsoft office; Word, Power Point, Excel, Outlook, Aspect eWFM as well as in and outbound dialer (Avaya, Cisco and telephone application)
Willingness to travel and work flexible/extended hours
Excellent ability to plan, organize, prioritize work and meet time deadlines of clients while keeping customer satisfaction at the highest level possible
Well-organized, efficient multi-tasker who is self-motivated and a quick learner
Excellent interpersonal verbal and written communication skills “English and Spanish”
Ability to work with minimal supervision, independently or as part of a team
Experience
Golf Town Canada - Vaughan, ON March/17 – Feb/18
Customer Service-Phone/Email E-commerce Inquiries
Respond to incoming calls and email communications from Ecommerce customers with skill and ability to explain the most complex matters to ensure customer satisfaction and retention
Demonstrated the ability to negotiate skillfully, even in challenging situations while seeking a balance between clients and business needs
Communicate with internal teams as needed (i.e. Merchandising, Shipping and Accounting)
Met and exceeded quality standards set by management consistently
Prioritize daily work load ensuring customer issues are being addressed efficiently and in a timely manner
Handle the daily fulfillment of gift card orders purchased by customers through the web
Kubra/CDS Global - Markham, ON Jan/15 – Present
Customer Care Team Leader and Billing Specialist
Train team members and reviewing their performance from time to time
Take call if needed and be available when an agent appears to need assistance
Perform day to day financial transactions and verify billing accounts to ensure that all payments are accounted for and properly posted
Provide excellent customer service and assist clients in either English or Spanish language to process their payments from different utilities companies trough out US and Canada
IQor Canada Ltd – North York Sep/16 – Feb/17
Outbound Operations Call Canter Manager
Great Motivator and constantly creating energy on the floor.
Directly supervises a Sales team of Call Center agents.
Conducts team training and supervises new or current associates.
Relay attendance issues or behavioral issues to the management daily, including completion and delivery of documentation placement in the agent’s files.
Participates in the interviewing process and makes hiring recommendations
Managing staff to budgeted headcount and driving Sales performance as per provided KPA’s.
Utilizes reporting to manage improvements in individual, team and queue performance
Ability to Identify and address any training or performance deficiencies.
Meet performance standards and targets as per the client SOW or SLA’s.
Monitor calls and provide agents with feedback and create developmental plans.
Conduct floor support and transition new hires on to the floor.
Work in accordance with the client and internal partners.
Supports and communicates sales targets, business goals, quality standards, processes and procedures and policies
Bank of Montreal - Meadowvale, ON March/11 – April/14
Customer Care Financial Representative
Build, enhance and protected customer relationships through listening, problem solving and recommending products
Proactively identified sales opportunities, including cross-selling opportunities to other groups within BMO
Met and exceeded monthly targets on Sales Mix Scores (SMS), Net Promoter Scores (NPS) and Call per Hour (CPH)
Just Energy Corporation - Mississauga, ON Nov/09 – March/11
Call Center Supervisor
Monitored work flow; customer contacts, managed schedules and statistical data by using Aspect eWFM, Excel, Blue Pumpkin
Kept track of attendance, daily statistics, paid time off, sick time, etc
Administer training programs for new hires and existing staff
Performed at least one monitoring evaluation with each agent every two weeks
Provided new and existing customers with information on how they will benefit from products and services of Independent Marketer for gas and electricity
Answered customer inquiries and retain clients using features and benefits as well as retention offers in both English and Spanish Queue
Education
June/08 – Nov/08 Canadian Business College Scarborough, ON
Business Management
April/88 – Feb/91 Technical Institute Simon Bolivar Guayaquil, EC
High School Diploma; Major course, Electronics
References
Available upon request