Customer Service Representative

Sergio A. Robali *******@*****.*** 915-***-****

QUALIFICATIONS

Experienced bilingual individual with record of success in various service environments.

Highly competitive, results-oriented self starter. Motivated, disciplined and well organized.

o Call Center Operations o Promoting / Advertising

o Project management o Client / Vendor Relations

Superior customer service, support, and satisfaction with combined experience of nearly 13 years.

Professional relationship with customers, clients, and vendors.

Excellent communication and presentation skills.

Proven track record in troubleshooting and problem resolution.

Sharp management skills crucial to efficiently conduct business.

TECHNICAL SKILLS

Technical Knowledge Verint Software ( Witness QM, Witness 360)

Fluent in most Software and Operating Systems Avaya CM

Excel Experience Able to type over 65 WPM

PROFESSIONAL EXPERIENCE

Alorica El Paso, TX Performance Coach Nov ‘09 - Present

Process orders for door-to-door salesmen and women selling AT&T U-verse services.

Manage and handle call monitoring and call flow using Avaya software.

Ensure adequate aux usage to achieve highest profitability for company.

Coach and develop low-performing agents in order to build a successful enterprise.

Direct and manage leadership interns while they are in training.

I assisted the training department in preparing new-hire classes for production.

Townsquare Media- El Paso El Paso, TX Promotions Tech/Board Operator Sep’05 – Present

Production of weekly High School Football program.

Sergio A. Robali *******@*****.*** 915-***-****

Set up & tear down of radio remotes at location.

Mange the scheduling and pick-up of bands performing at company sponsored events.

Assist in the overall production and setup of Balloonfest & Downtown Street Festival.

Check transmitter readings, prepare logs, and air programs or music for radio play.

Take phone calls and prepare callers for on-air time.

ACS Inc. El Paso, TX Customer Service Representative Jun ‘07 - Feb ‘08

Ensure customers understood their bills and solved all billing inquiries

Provide technical support for Sprint customers.

Sell additional packages and services to customers in order to maximize their savings

Attend development courses and trainings as required by company policy.

Adhere to company guidelines and policies to ensure a safe work environment.

Sun City Sports El Paso, TX Reporter Sept ‘03 - Dec ‘04

Responsible for the coverage of various sporting events

Report highlights and various moments of numerous sporting events

Write and edit feature stories of local athletes to be published locally.

Attend numerous events within the city and represent the core values of the company.

EchoStar Communications El Paso, TX Customer Service Representative Apr’00 – Apr’02

Ensure customers have a clear understanding of their invoices

Provide technical support for Dish customers.

Sell additional channels or movie packages to customers in order to maximize their viewing

experience

Attend development courses and trainings as required by company policy.

Adhere to company guidelines and policies to ensure a safe work environment.

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