Customer Service Manager
Resume:
Fernando Basurto
Westminster, Co 80031
*******@***.***
OBJECTIVE: To grow in a company with a proven track record and use my skills in supervision and
training to competitively market the company’s brand.
Accomplishments:
• Earned perfect attendance for third and fourth quarter
• FY 13 Employee of the Quarter
• Facilitated first two Inbound training classes in new contact center
WORK HISTORY:
04/2012-Current: Corinthian Colleges, Outbound Contact Center Supervisor
• Oversaw 15 + new outbound Student Information Specialist
• Directly monitored and provide on the spot coaching
• Promptly respond to employee grievances or complaints
• Participate in the development, implementation, and update of all aspects of customer service
training
• Ensure employee adherence to CCi policies and procedures
Quality Assurance Analyst
• Evaluated and document the performance of call center agents
• Evaluated data entry work for accuracy and compliance to company standards
• Identify deficiencies and trends, document issues
• Provided consistent and developmental feedback to agents
• Provided supporting documentation to call center leadership for agent performance trending,
coaching and development
Student Information Specialist
• Handled inbound and/or outbound contacts from prospective students
• Made contact with parties that have voiced interest in our schools in the past
• Completed Data Entry work
• Provided excellence customer service
10/2011-03/12: Gate Safe Inc., Service Supervisor
• Provided support to GSI Leads and Security Coordinators
• Performed and assisted in scheduling and assigning the Security Coordinators to ensure proper
coverage and relief for the Gate Safe operation
• Ensured and maintain all security related records
• Ensured that all Government, Customer, Airlines, and local requirements are met
• Trained new Security Coordinators in day to day operations
08/2010-05/2011: RMS, Escalation Specialist
• Front line customer service for Sprint Wireless
• Handled inbound calls for Sprint Wireless customers
• Took customer payments over the phone
O5/2011-09/2011: City of Long Beach, Customer service
• Help small business owners apply for business
• Issues special event permits, answered phones and general questions
• Maintained small business files
• Took payment over the phone and in person
10/2009-08/2010: Sherwin Williams, Customer service
• Acted as manager in absences of store manager
• Mix custom paint for customers
1/2008-1/2010: JetBlue Airways, Airport Operations Lead
• Performed tasks in a safe and timely manner and supervisory tasks in the absence of
supervisor
• Responsible for providing the primary leadership role in all customer service
• Assured proper attire, attitude and shift schedules are adhered to by crewmembers
• Assured all areas are cleaned and stocked for the next shift
• Assure all closeout paperwork is complete and filed and delay reports are sent
• Create gate sheets and assign crewmembers to positions for the day
6/2006-12/2007: US Bank, Business Development Banker
• Back up manager in absence of management
• Led a team of 5-7 bankers
• Provided individual attention to business and personal accounts
• Planned strategies to achieve sales goals
• Prepared change orders and cash shipments for vault services
• Opened and closed accounts
4/2005 – 10/2006: United States Postal Service, Sales and Service Associate/Distribution Clerk
• Provide customer service and assist customers with domestic and international mailing
• Sort and distribute scheme mail and parcels
1/2004-3/2005: Slimfast, Processing Technician
• Accurately prepare and maintain production and quality documentation
• Mix ingredients in accordance with a Manufacturing Batch Record
10/1996 - 2/2005: U.S. ARMY, Combat Engineer
• Provided leadership to new recruits
• Construct fighting positions, fixed/floating bridges, obstacles and defensive positions
• Placed and detonate explosives
• Operations that include route clearance of obstacles and rivers
• Prepare and install firing systems for demolition and explosives
• Detect mines visually or with mine detectors
Awards:
• Army achievement medal
• Iraq Campaign Medal
• Airborne Jump Wings with Combat Star
• Armed Forces Expeditionary Medal
• Ground Security Coordinator certified.
• Qualified expert on M-16 rifle
• Good conduct ribbon
Education:
• Pima Community College – Education
• University of Phoenix – Business Management
• Kingman High School - High School Diploma
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