Roland G. Narvaiz Jr

*** ******* **.

San Antonio, TX 78207

210-***-****

acwmds@r.postjobfree.com

Objective: To acquire a position where my professional skills can be utilized to further my knowledge and opportunity for advancement.

Experience

Sam’s Club San Antonio, TX

Member Service Representative 6/6/16 to Present

Contacted vendors to schedule pick up’s for damaged, defective, lost or loss of interest items as well as refund the member.

Troubleshoot and navigate the member through the online web site to update credit card information, shipping information, billing information, emails, register and successfully check out.

Provide excellent member service and adhere to company procedures and policies.

Check on availability of items, tactfully answer members questions and identify needs to maintain a 1 call resolution.

Member service Order Status; resolve incidents in back office that cannot be resolved on the first call in the main office.

High volume inbounds calls while working out of dual monitors navigating through 4 - 5 different systems.

Kelly Services San Antonio, TX

Supervisor 03/2014 to 4/25/2016

Monitor individual, team and call center results to identify and act on both positive and negative performance trends to ensure attainment of revenue goals and performance targets.

Motivate and encourage agents through positive communication provided incentives and feedback as well as ensure quality customer service and generate reports.

Developed and recruited team members to higher paying positions.

Refined schedules and conducted orientation for new hire classes.

I monitors provided statistical and performance feedback as well as coaching’s to each team member.

Interpret and ensure self and subordinate employees are in compliance with university and department polices, union agreement, and laws.

Train or provided adequate training for employees; coach, counsel and motivate employees; evaluate employees; investigate complaints performance concerns; implement disciplinary action as needed and in consultation with appointment authority and human resources.

Developed a spreadsheet that exceeded expectations and raised our SC/XF (Spoke to – transferred) percentage by 30% and maintained the highest ranking team consistently.

Weekly Team Meetings with division managers and strategic specialist over continuous improvement, accountability and development and implementing new practices and procedures.

Take escalated calls and be available when an agent appears to need assistance as well as monitor queue and keep agents aware of inbound calls, calls waiting, abandonment rate, etc.

Call Center Representative

Highly regarded for hard work, solving immediate problems and have the ability to learn new campaigns very quickly.

Work effectively with customers able to identify needs, tactfully answer questions, action oriented and sell products and services.

High Volume inbound/outbound calling.

Excellent CST and ACW time management.

Trained in overcoming objections

Ensure high quality level of proficiency in all campaigns as recognized by leadership team.

Education

San Antonio College San Antonio, TX

Business 2011

Thomas Jefferson High School San Antonio, TX

Graduated, Diploma 2010

Skills

Very Resourceful, efficient, well organized and flexible. Proficient in Microsoft Word, Internet Explorer and Power Point.

References: Available upon request.

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