Customer Service Manager
Resume:
Jason Santiago
St. Charles Mo. 63303
************@*****.***
KINETIC-DRIVEN TEAM LEADER
QUALIFICATIONS SUMMARY:
Dedicated and driven Operations Team Manager with wide-ranging call center experience in the financial, retail and educational industries. Strengths include conflict resolution; training, developing and motivating staff; analyzing quality trends and performing quality reviews; strong interpersonal skills and attention to detail with a record of outstanding employment in fast-paced, high-pressure work environments. Committed to lifelong learning and professional development.
Charter Communications 04/2014 to current
Tier II Tech Support
• Responsible for escalated customer issues, disbursement of loss draft funds, payoffs, inspections, and the processing of relevant correspondence
• Uses all available monitoring equipment to proactively identify area problems; notify and dispatch technicians to the sight
• Actively assists field technicians on "problem" site with all available information.
Long John Silvers. St. Louis, Mo. 12/2011 to 04/2014
General Manager
• Provide customer service, Assign employees to specific duties, Direct and supervise employees
• Inventory stock, Enforce safety, health, and security rules and Hire, train, and evaluate personnel
• Provided performance appraisals to new hires throughout training
7/11 Inc. St. Louis, Mo. 09/2007 to 11/2011
Store Manager
• Forecasted, ordered, stocked and merchandised products.
• Ensured prompt reconciliation of store paperwork.
• Hired and trained sales representative.
• Specialized in merchandising; ensured products were in proper code dates.
GC Services, St. Louis, Mo. 09/2001 to 08/2007
Unit Manager
• Coached bottom 10% of associates who performed poorly in the key metrics (i.e. ASA, AHT, Customer Service Skills, etc.); Developed action plans to address improving quality scores in the lowest performing associates (bottom 10%); focused on reducing the number of errors being committed by associates on a consistent basis.
• Ensured schedules are accurate and delivery distribution was in a timely fashion.
Responsible for administration of unit as well as planning, developing and implementing group programs to improve performances as needed.
Education
03/2020
ITT Technical Institute, St. Louis, Mo.
Business Management
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