Customer Service Manager

F RANK GONZALEZ

***- *** ********* **. *.,

London, ON N 6J 4Y8

Cel: 226-***-****

Email: p ********@*******.***

O BJECT IVE : To obtain a challenging position which utilizes my experience and skills

and offers opportunities for personal and professional growth.

Q UAL I F ICAT IONS

Over 15 years of customer service and sales experience, 6 of which are in an

i nbound/outbound call center and also include areas of quality, t raining, and operations

Resourceful self-starter; Extensive supervisory and multi-tasking skills; versatile

and a quick learner

B ilingual – English and Spanish – f luency in both languages oral and writ ten

I n tuit ive, persuasive individual who is able to gain the cooperation of others

EMPLOYMENT H ISTORY

2014 – Present I N TERNSH IP – ASSISTANT TO CL IENT SERV ICES MANAGER

– L aurus International, Santo Domingo, D.R . ( working vir tually from Canada)

Developed a full understanding of the role of Client Services Manager (CSM) through

daily observation and shadowing of the CSM fulfilling her responsibilities:

o P rincipal contact, ambassador, liaison between client and call center for all production

and performance related issues

o Overseeing/leading all client meetings (monitoring sessions, weekly performance calls),

maintaining program t rackers and meeting notes, for both internal and external

d istribution

o Responsible for proactively providing updates to the client and company executives

o Assists internal departments with speedy resolution in times of dilemmas or issues

a ffecting production or performance in general

o As interdepartmental liaison, drives accountability to achieve results along with

Operations, Quality, Training, WFM and IT depts. ensuring program goals, objectives,

deadlines and client standards are carried out and communicated effectively within the call

center

o Performs internal audits of Operations Manager, Supervisor and agent performance, as

well as CSAT Alert management and internal processes

o P rovides internal recommendations, strategies and action plans to help in goal

achievement through information gleaned via monitoring and analysis of production stats

o Responsible for logistics planning and participation with client visits including quarterly

meetings, Business Reviews and t raining/ management sessions with the client

I mproved diplomatic communication skills (verbal and writ ten), analytical skills, and

managing sensitive situations

Collaborated with CSM through different cause and effect scenarios, determining the

most appropriate line of action to take in each given situation (production report analysis –

cause and effect, client requests, etc)

I mprove organizational skills and the importance of being organized – email and

t ime management, naming of documents, email subject lines for ease of finding at a later

date etc

2007 – 2013 SEN IOR QUAL I TY ANALYST / TRA I NER / OPERAT IONS

S UPERV ISOR

Nearshore Call Center Services, Santo Domingo, D.R.

Quality and T raining:

T rained all agents and verifiers for new and existing campaigns – included new hire

t rainees/verifiers as well as retraining/up-t raining of tenured employees

E valuated t rainees performance throughout classroom and nesting stages to

determine eligibility

C reated and modified scripting and t raining material based on qualifying

questions/criteria supplied by the client – openings, rebuttals, closings, etc

Conducted secondary interviews for potential agents/verifiers for employment

Oversaw verification team ensuring all procedures were followed; audited QA

evaluations to guarantee accuracy and client satisfaction

P rovided coaching and feedback to agents regarding adherence to quality

Sent daily reports to management and client – t raining summaries, campaign

summaries/activities – noting factors impacting performance

H osted/lead calibration and client calls with respect to quality, t raining and

operational procedures

E xplained standard quality and operational processes to potential new clients

Quality liaison between client and call center – keeping client abreast of potential

quality/production concerns while suggesting solutions in real t ime

O perations Supervisor:

Responsible for agent performance through KPI management – coached agents to

meet expectations and goals

C reation/analysis of hourly/daily f lash reports, agent hours, agent bonuses

D ialer and lead management – dial rate, time zone specific, client specific

Worked closely with IT when dialer and connectivity issues occurred

Sent daily client reports - K PIs, disposition reports

T racked agent accountability through login activity/screen monitoring, coached

agents accordingly

2006 – 2007 S TORE MANAGER - Ferreteria Aurelina, Santo Domingo, D.R.

M aintained store inventory – in stock as well as displayed i tems

H andled purchasing and receiving of all products – pricing, quality, promotions.

M anaged 3 employees – scheduling, payroll, customer service expectations

2004 – 2006 O PERAT IONS MANAGER - New World Travel Agency, Santo

Domingo, D.R.

Performed all aspects of accounting/bookkeeping – both A/R and A/P including daily

bank deposits

Supervised 3 t ravel agents – schedule adherence and customer service

Responsible for coordinating office upkeep and maintenance – interior and exterior

Assisted in the creation/implementation of promotional events – raffles etc

2002 – 2004 OWNER/MANAGER - Network Sounds, Santo Domingo, D.R.

Responsible for promotion and marketing of all products

H andled all ordering and purchasing of inventory

M aintained receipt and warranty t racking for all purchases

M anaged, supervised, t rained employees

I mplemented and perfected professional customer relations and sales

techniques M anaged A/R and A/P - petty cash, payroll, POS t ransactions, bank

deposits

E DUCAT ION Secondary School Diploma – L iceo Emiliano Tejada, Salcedo, D.R

A pec University

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