Jeffrey De Los Santos
I am an experienced Operations Team Lead, dedicated to serving the needs of customers and of the company I work for. I have 10 years of customer service, sales and data entry experience, which I have been able to fully exercise in my current role as a Team Lead. I also have over 5 years of leadership experience and am capable of managing and leading any team I have worked with to success.
Able to analyze and present raw data
High customer service standards
Great coaching skills
Proficient in all Microsoft Office Apps
Strong problem solving ability
Experienced Team Leader/Manager
Able to work under pressure
Service solutions expert
Experienced sales rep
Strong willingness to assist others
Excellent email etiquette
Sequential Technology International – Team Lead (Full Time) - Bethlehem, PA
June 2009 to Current
I am currently the EHD and Second Touch OP Team lead in the Shared Services dept for AT&T. I have 22 agents who I supervise, assist and have led to successfully achieve team goals. I handle multiple tasks in my current role, such as:
Team and client Reporting, agent coaching, agent management, work assignments, etc.
Join client calls to provide feedback regarding productivity of the team and issues we are facing, in order to drive effectiveness
Directly worked with BA’s from our companies Service Delivery team and the AT&T client to analyze data and discover gaps to ensure effectiveness, optimize procedures and improve productivity.
oI gather data that is presented weekly in a deck to the AT&T client, in a touch base call.
Work with AT&T Client to revise EHD (Escalations Help Desk) and Order Processing guides, which has helped equip our agents with the necessary guides to perform their daily duties.
I have been promoted multiple times within the company and Worked for several departments such as Vonage, Comcast, Clearwire, TWC, AT&T Wireline. This makes me widely experienced most areas of the business.
Assisted in improving order queue SLA, team metrics & productivity, agent adherence, etc.
Have brought my OP (Order Processing team) to achieve an 80% completion rate for the month of November 2018 and my teams as a whole to a 90% ADH.
H&R Block – Tax Professional (Part Time) – Allentown, PA
Dec-2014 – Mar 2018
In November 2014, I was certified as a Tax Professional. Since then I have gained a general understanding in the area of taxation and have become an intermediate tax professional by taking continuing education courses to strengthen my knowledge and refresh my skills. I also:
Communicate with clients in person and over the phone.
Exert basic ethical principles when dealing with customer personal information.
Became proficient in filing 1040 forms, Schedule C, Schedule A, etc.
In Tax Season 2018, I filed 45% of the taxes filed in the office.
Received 5 star ratings form clients for my excellent service.
High School Diploma : 2009
Catasauqua High School - Catasauqua, PA, 18052
Did some college in LCCC (Lehigh Carbon Community College).
I was in the Business administration field and completed 3 full semester.