Resume

Sign in

Customer Service Manager

Location:
San Juan, Puerto Rico
Posted:
March 09, 2019

Contact this candidate

Resume:

Yolanda Clark

Cond. The Towers Plaza Santa Cruz apt. 1405 * Bayamón, Puerto Rico 00961

PCS 787-***-**** * ac8p9s@r.postjobfree.com * ac8p9s@r.postjobfree.com

WORK EXPERIENCE

SELF EMPLOYED FEB 2004 - PRESENT

INDEPENDENT BUSINESS MANAGEMENT CONSULTANT

Core Business Management Consultant

Competencies Delivered:

·Business analysis and Project Management

·Recruiting and personnel management (screening, hr. functions such a as; job descriptions, wage analysis, licenses, certificates requisites compliance once awarded, payment and invoicing follow ups, collections updates etc)

·Start-up operations for call centers and office management

·Customer service/administration, technical writer

·Processes development and implementation

·System requirements analysis

·Training Manual development and translations

·Documentation and Safety Compliance (OSHA, Labor Dept., DTOP

·Generator installation project coordination, maintenance coordination, refueling logistics specially for major accounts

Antilles Power Depot - Carolina, PR July 2011 - Dec 2015

Encharged of getting new accounts for maintenance service contracts, some included fuel refueling, major repairs, minor repairs and bid compliance.

Also service to major accounts such as Home Depot, TJX Companies that included all Marshalls/Home Goods stores and TJ Maxx, In charge of all Government and Private Industry Formal Service Proposals and Bids.

Preparation, managing document processing quality compliance, etc.

Accomplishments

Awarded 5 out of 7 of the last bids, performing several functions with high level of responsibility

Document Compliance and Company representation on most Projects, installation project coordination, visiting

project sites.

Bids awarded: Dept. Of Corrections (455 generators), Manejo de Emergencias PR (40 generators), UPR – 1000 kva Substation Replacement, Municipio de Caguas (27 generators), DTOP- Div. Metropistas {10 generators for major

repairs}

Project management for: Installations 15 Marshalls/TJ Max stores, Dept. of Corrections (Substation, ATS repairs)

Contract administration for Open Mobile, Liberty Cable, Dept. Of Corrections

Getting all municipal, governmental, operational permits including excavation permits

All formal communications with government agencies, customers and any involving presentations

ADELPHIA COMMUNICATIONS, Hato Rey, PR NOV. 1999 - FEB. 2004

CUSTOMER CARE DIRECTOR

Responsibilities:

Manage the overall functions of Inbound/Outbound Calling Center, Collections unit, Data Entry unit, Dispatch/ Scheduling unit, Telemarketing, & Direct Sales administrative group personnel. Monitor calling center's performance through ACD and IVR systems. Directly supervised two customer service managers, one assistant manager, and 12 supervisors, indirectly supervise 129 employees and oversaw all working schedules within a two-system environment: Cable TV of San Juan and the Community Cable Vision in Levittown. Responsible for special projects as direct sales, account receivables, compliance with Telecommunications Regulatory Board and FCC. Appointed as the company main representative at the JRTC proceedings and/or hearings in reference to any claims. Responsible for the creation of the Powerlink (High Speed Internet) Technical Support Group and the development of thisTier 1 unit that was responsible for all technical support for island wide internet customers. Duly reported directly to the President /General Manager and in close conjunction with the VP/Director of Operations & Technical Services and the Plant Manager to successfully establish parameters and improvements towards common goals through performing and developing training and strategies during annual rate increases time.

Accomplishments:

·Improved calling center's service level to a 95% within the first 5 months.

·Successfully implemented measuring tools within the call center to achieve company's goals and track productivity in a high call volume environment (89,000 avg. per month & 2,500 daily).

·Established new ways and procedures for new digital product launch, service calls, monitoring and high speed Internet launch since November of 2003.

·Improved customer service representatives training and development and created numeric metrics for their evaluations based on production, handled call volume, sales, attendance etc.

·Successfully implemented all departmental forms used for corrective action and/or departmental memorandums.

·Responsible and successfully managed Internet project implementation within the customer service department

CELLULAR ONE - Guaynabo, PR / US Virgin Islands MAR. 1996-JAN. 1998

U.S VIRGIN ISLANDS SUPERVISOR

Responsibilities:

Responsible for the implementation, supervision and evaluation of the company's operational strategies in the

U.S. Virgin Islands territory. Managed credit and collections portfolio and supervised customer service procedures. Supervised 32 employees based in the Virgin Islands and 10 in Puerto Rico.

Accomplishments:

·Instrumental in the reduction of the collections portfolio from a 50% to a 30% in less than a yr.

·Managed decrease in average delinquency days from 70 days to 55 days.

·Developed department by adding customer service, specialized services, and credit/collections.

·Presented a new working plan and customer retention program for the U.S.V.I. area.

·Successfully implemented working plan shortly after presentation.

·Commended as top candidate for St. Thomas Site Operations Manager within 9 months.

Additional Consultant Assignments (continue)

·OneLink Communications - Virtual Location Aug. 2010 - Jan. 2011

·Ehret, Inc. Funeral Home - Virtual Location June 2008 - Sept. 2008

·Advanced Computer Technologies - Rio Piedras, PR Nov 2007 - Apr.2008

·The Cervantes Group at First Bank of Puerto Rico - San Juan, PR Mar. 2007 - Nov. 2007

·The Cervantes Group at Ticketpop - Hato Rey, PR May 2006 - Nov. 2006

EDUCATION AND TRAINING

UNIVERSITY OF PHOENIX Guaynabo, PR

B.A. Business Administration – NOT COMPLETED - Pursuing completion in the near future (3.18 GPA)

Work Related Training Coursed Completed:

·Collection of Commercial Accounts

·Dynamics of Creative Sales, & Improving Customer Relations Skills

·Promoting Teamwork

·Successful Customer Relations

·Total Quality Management

·New Personnel Supervision Tendencies

·Personnel Management from Escuela de Supervisión y Gerencial

·Successful Supervisor (Adelphia University)

·Federal Government Bids and Proposals

TECHNICAL SKILLS

Windows XP, Microsoft Suite, IP, Routers, Switches, hubs, WAN CSG Operating System (Adelphia billing/Customer Service system) Nemos & Power Tools (high speed internet troubleshooting & authorization software) Familiarity with ACD, Avaya Call Center Management Systems, Witness Quality Monitoring Systems

ADDITIONAL SKILLS

Fully Bilingual in English and Spanish

Telecommunications, Banking, and Industrial industry business acumen



Contact this candidate