Customer Service Management

Accomplishments

Professional Summary

Skills

Languages

Work History

J F

***** ***** *****, *******, ***** 77090 • Cell: 832-***-**** • **********@*****.*** Certifications: CCNP and CCNA

Bilingual Call Center Supervisor, excellent at juggling multiple tasks and working under pressure. Broad industry experience includes Electric, Gas, Consultant, Finance and Education. Software: Ercot Transactions

Self-motivated

CRM

Strong verbal communication

Isigma

Project management

SAP

Powerful negotiator

Cognos

Conflict resolution

Verint

Process implementation

Blue Pumpkin

Extremely organized

Avaya

Staff development

Microsoft Office

Risk management processes and analysis

Six Sigma Green Belt

Client assessment and analysis

Team leadership

Spanish

Team Manager, 04/2013 to 08/2016

Just Energy US Corp – Houston, Texas

Interacts with customers, issue orders, analyze accounts to resolve billing inquiries, negotiate options, and provide assistance with obtaining products and services for electricity and natural gas. Review and process monthly team commissions and develop/analyze reports related to the team performance and sales performance.

Coaches on daily performance requirements (Average Handle Time, Call per hour, Quality, Adherence, Productivity, etc.).

Investigates and prepares findings to complaints from customers, Public Utility Commission and management.

Works with every level of management and culture issues, with a special emphasis on alignment, developing accountability, and leadership at the employee and front-line management levels. Consistently transforms organizations into high-performance, result-oriented. Provides measurement techniques to help company rapidly improve performances. Operations Risk Analyst, 07/2012 to 04/2013

JPMorgan Chase – Houston, Texas

Uses extensive knowledge and skills obtained through education, training and experience to support risk management initiatives and/or develop and manage new risk management processes. Researches and analyzes customer transactions for possible cases of fraud. Reviewing client transactions using a pre-defined set of rules to validate purchases and verify validity of transactions.

Contacting international customers via telephone and email to verify purchases. Analyzing fraud patterns and making recommendations on how to adjust fraud filters. Proactively identified and addressed problems in business processes to reduce financial risk. International Management Consultant, 06/2011 to 09/2011 DeWolff, Boberg & Associates – Dallas, Texas

Assisted firm find or sustain success in overseas markets by analyzing the organization's operations and proposing improvements; focus on achieving the objectives that contribute to growth and profits in a highly competitive environment.

Helped clients achieve their objectives through improved performance and resource utilization. Worked with every level of management and culture issues, with a special emphasis on alignment, developing accountability, and leadership at the employee and front-line management levels. Consistently transformed organizations into high-performance, result-oriented units while delivering a guaranteed gain in performance of at least 20 percent. Provided measurement techniques to help clients rapidly improve performances. Delivered sustainable results in earnings and cash flow. Streamlined organizational processes to save time and money. Education

Adult Education ESL Instructor, 08/2010 to 01/2012 Lone Star College Systems – Houston, Texas

Implements individual learning plans and continual assessment of studies. Responsible for completion of all students related paperwork, including but not limited to daily attendance, placement and progress.

Maintains official student records and daily sign-in sheets. Responsible for other reasonable, related duties as assigned. Call Center Supervisor, 04/2002 to 06/2009

Reliant Resources, Inc – Houston, Texas

Conducted coaching sessions, giving call monitoring feedback and delivering performance evaluations.

Coached on daily performance requirements (Average Handle Time, Call per hour, Quality, Adherence, Productivity, etc.).

Reviewed files, reports and credit bureau documents and financial statements of customers. Investigate and prepare findings to complaints from customers, Public Utility Commission and management.

Built a reputation for providing excellent customer service. Earned recognition from managers for strong performance. MBA: Finance, May 2008

Our Lady of the Lake University - San Antonio, Texas B.A: Management Information Systems, December 2001 University of Houston - Houston, Texas

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