Customer Service Sales

KEVIN DAVILA

**** ******* ******* **., *******, Fl. 32738 Cell 386-***-**** Email *******@***********.***

PROFESSIONAL PROFILE

An innovative leader employing progressive accomplishments in coaching, developing and motivating, minimizing conflict while building a large cohesive team.

A diverse achiever with the ability to analyze, prioritize and strategize in a fast paced environment.

An action oriented team player striving for maximum productivity and profitability while delivering high quality.

PROFESSIONAL BACKGROUND

OrderUp – March 15 – Present

Food Delivery – Deliver food ordered from local restaurants to customers in the UCF area in Orlando. Have also worked as a cab driver both for Uber and Lyft and have driven box trucks to make airport deliveries in previous years.

Sitel – Oct 14 – Present

Email Customer Senior Agent - Provide customer service and assistance to Starbucks customers via email. Includes handling of multiple response and rewards emails.

AmeriPlan – March 12 – Present

Independent Business Owner – Work at home selling supplemental medical membership plans nationwide. This involves advertising and marketing online as well as heavy phone work both inbound and outbound. Includes training teams of leaders to be successful in creating their own teams.

Good Shepherd Church – Aug 06 – Aug 13

Manager Banquet Hall – Manage of 3600 square ft. banquet hall and church. Responsible for advertising for business, sales of prepared packages or A la carte choices, decorations for both hall and church and complete set-up and cleaning for each event. Additionally responsible for creating business partnerships with vendors to provide needed or required products for the client. Such vendors include catering, linens, DJ services, bartending, cakes, event stationery etc. Further responsibilities include face to face meetings and communication with clients in all areas of sales, planning and implementation to ensure client satisfaction. Responsible for staffing requirements, budgeting for each event, payroll management and financial reporting.

Ocwen Loan Servicing LLC. - Jan 07 – Mar 09

Team Lead - Customer Relations Department - Supervise a team of multi-site agents handling bilingual inbound and outbound calls for the purposes of providing customer service and refinancing options for mortgage loans and related issues such as: Escrow accounts, Loan and Mortgage documents, payments, modifications, etc. Responsible for offering marketing options to increase and meet sales goals on a monthly basis. Duties include monitoring and coaching agents to ensure QA goals are met, as well as Calls Per Hour, Wrap Time, and Repeat Calls to ensure overall success of team. Duties additionally include handling escalated calls and addressing customer complaints as well as resolving any loan issues that might otherwise affect the borrower unnecessarily.

Bright House Networks - June 00 - May 06

Workforce Management Supervisor - Manage various multi-site call centers, workforce, and call center operations for customer service and the specialized sales department consisting of 160 agents, 10 leads and 10 supervisors. Maintain and adjust staffing as needed using IEX and eWorkforce to meet call center demands. Create forecasts for schedule creation, implementation, adherence and conformance. Analyze statistical data, make recommendations to improve overall efficiency and implement same. Create staffing plan as well as maintain/purchase phone/computer equipment, and other essentials. Devise yearly plan for workforce and equipment for implementation in yearly budget. Administer and maintain ACD and workforce management databases. Maintain overall workforce systems, databases, computer and telephony equipment. Train all front line supervisors and managers in effective use of ACD and workforce management systems and reports. Train all front line personnel in effective use of phone etiquette and time utilization. Provide continuous coaching and motivation to ensure professionalism and courteous customer service. Monitor calls to improve performance and maintain decorum as well as pinpoint any current or potential problems that may arise.

EDUCATION

Devry University, Fl - (Expected date of graduation June, 2017)

Bachelor of Science in Business Administration

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