Customer Service Manager
Resume:
Martha Flores Garcia
Houston, TX 77011
Cell Phone: 281-***-****
Message Number: 832-***-****
**************@*****.***
**************@*****.***
**********@*******.***
Dedicated professional seeking to obtain a position in a business environment that cultivates employee development, allows upward mobility, and performance recognition. I strive to expand my knowledge and skills as an office supervisor, with a strong determination in problems solving and patience.
Professional Abilities:
Call Center Floor Supervisor Experience
Call Center Lead
Quality Assurance Experience
Quality Control Experience
FDCPA Experience
COA Experience
Trainer/Motivator
Customer Service
Bilingual (Spanish)
Microsoft Office Word 2007
Microsoft Office Excel 2007
Outlook 2007 Experience
SalesForce Literate
Avaya Literate
Voice Broadcasting Literate
WebClock
10 Key
Data Entry
Professional Experience:
SNI Staffing, 3800 Buffalo Speedway, Houston TX 77098
November 2015 – Present
Customer Service
Responsibilities:
Per assignment
BG Staffing, 6420 Richmond Ave, Houston TX 77057
October 2015 – Present
Assistant Manager
Responsibilities:
As assigned per property.
Ocwen Financial Services, 4828 Loop Central Drive, Houston TX 77081
January 2012 – March 2014
Relationship Manager
Responsibilities:
Handle out Bound Calls set up by Appointments
Work on Hamp Modifications (Tier 1 and Tier 2)
Work on Hafa Short Sales
Run Hafa DIL Resolutions
Work with RMA, 4506T-EZ, Financial Forms all needed for Hamp
Offer Charge offs and Settlements
Run In House Modifications
Work on Short Sales
Run DIL (In House)
Stewart Title, 9700 Bissonnet, Houston, TX 77037
October 2009 - April 2011
Call Center Floor Supervisor
Responsibilities:
Supervised the Call Center
Supervised QC Daily Functions
Supervised QA Daily Functions
Supervised the Auto Dialer and Avaya Functions
Supervised the Time Adjustments
Set Schedules to Have Complete Floor Coverage
Authorized Time-Off Requests
Prepared Scripts (Bilingual)
Escalated and/or Resolved Escalations
Trained New Hires on “The Making Home Affordable Program”
Government Program Initiated on January 2009
Tested on the Government Program per Contract Regulations
Trained and was Over Avaya
Also trained on the Auto Dialer and made sure it was running consistently with our needs (VBS)
Pulled Calls to Listen to grade or evaluate or for Escalation purposes
Mortgage Alternative, Houston, TX
April 2009 - October 2009
Floor Lead
Responsibilities:
Took Calls
Provided Customer Service
Helped Borrowers understand the Government Program
Directed Calls where needed to be directed to
Supervised a team of 12 agents
Handled all Escalation Requests per Borrower or Agent
Ran Avaya
Ran the Auto Dialer
Ran the evening shift for the Call Center
Niki’s Construction, Houston, TX 77061
July 2004 - April 2009
Project Coordinator
Responsibilities:
Bookkeeping and Accounting
Answered Phones
Delivered Checks to sub-contractors
Scheduled Projects (remodeling)
Evaluated sub-contractors and matched with proper contracts
Purchasing Material and equipment when needed and projecting the delivery and dates of needed supplies
Triple D Armor, Houston, TX 77017
July 2003 – October 2004
Vault/Dispatcher/Messenger
Responsibilities:
Customer Service
Ran Routes
Worked the Vault
Handled Large Volume of Cash
Dispatched Routes
Serviced ATM’s
Self Employment, Houston, TX 77061
December 1999 – July 2003
Owner
Responsibilities:
Hanging sheetrock, tape and float and any and all other aspects involved in new construction.
Hagerty Property, Pasadena, TX 77506
June 1997 – December 1999
Apartment Manager
Responsibilities:
Collect Rent
Evictions
Leasing
Walk the Property
Marketing
Bookkeeping and Accounting
Bank Deposits/Bank Reconciliation
Maintaining Maintenance Budget
Education:
South Texas Vocational College
Business Programming Certificate
October 1991
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