Customer Service Management

MARC HERNANDEZ

**** ******* **

HOUSTON TX *****

Cell: 1-832-***-****

email:*********@*****.******* h

SUMMARY:

Call center trainer (2 years) Call center Supervisor (5 years) call center agent (3 years), superb communication skills, multilingual. 7 years in call Center setting

EXPERIENCE:

AT&T U-verse Inc

CALL CENTER TRAINER

CALL CENTER SUPERVISOR March 2012 – TODATE

Job Description

●Conduct a week long training about customer service, AT&T products and services, code of conduct and thorough training on call center policy

●Prepare shift schedules.

●Oversee the team quantity of calls, quality and productivity

●Retrain employees and help identify the team improvement training, and individual training

●Review individual performance in case of promotion or disciplinary action

●Lead, and oversee the implementation of policies procedures by call center agents, and report to call center director

●To provide commendation and reprimand to call center agents and follow up with management to make sure all policies are followed and no violation

●Prepare personalized report for every call center employee for the purpose of retraining, promotion and disciplinary follow up.

●Build bridge between call center agents and management.

●Attend management meeting.

E-Cardio Medical Device

CALL CENTER AGENT Feb.2009 –April 2012

Job Description

Troubleshoot the medical device when the customer call

Process new order of a device using records given by the doctor

Determine to terminate or to initiate the monitoring service for a patient according to the procedures given.

Explain engagement policy to patients and doctors

Transfer the calls to legal department for questions that require legal disclosure

Ship to patches to customers when needed

Process returns of product during termination r end of service with the patient

Explain, and offer any assistance requested by the customer.

HOUSTON COMMUNITY COLLEGE June 2008 – Feb 2009

Customer service- College Book Store

Job Description

●Explain the appropriate book needed by the student, using the student registration sheet

●Order and maintain store inventory

●Assist Students with different questions including direction to class, and any other questions pertaining students.

SUMMARY OF SKILLS & EXPERIENCE

●Great Communication Skills

●Experienced in management

●People Skills and problem solving

●Multi lingual

●Computer skills

●Team builder

EDUCATION

High School Diploma

Shaaban Robert Secondary School Graduated 2004

Houston Community College

Major: Business Management August 2008 to June 2010

Contact this candidate