Joan Garcia-Lewis

Karnack, TX

ad0a1x@r.postjobfree.com

903-***-****

Accomplished CSR seeking to make a career shift within Young Williams in the role of Trainer. I have a Bachelor's Degree in Education as well as Organizational Management. I have verifiable employment history in the call center arena. I have experience in forecasting, quality, first call resolution and ensuring metrics are met. I have excellent listening and communication skills that essential to the call center industry.

Work Experience

CSR - Customer Service Representative

YoungWilliams - Bossier City, LA

October 2019 to Present

• Assist customers with a warm and professional attitude. Act as a liaison between Louisiana Department of Children/Family Services and their Clients in an effort to resolve their issues and concerns

Customer Service Representative

Teleperformance - Shreveport, LA

March 2017 to October 2019

Promptly and methodically respond to customer inquires to identify and resolve issues with intuitive and good judgment. Resolve customer issues ranging from phone technical support to billing questions. Work well with a team of 12 people. Maintain attendance expectations. Maintain expectations regarding call quality and resolution time. Multi-tasking systems while providing service and resolving customer issues, upgrades, billing, etc. Receive several perfect customer feedback ratings weekly.

Unfortunately have had to turn down Supervisory position due to scheduling conflict. Quality Assurance Manager

S4 Communications - Longview, TX

July 2010 to April 2015

Contact private individuals by phone to ensure quality was delivered to customers.

*Listened to employees calls to ensure all levels of quality are met.

* Deliver prepared sales scripts to persuade customers to purchase AT&T products and services.

* Describe products and services.

* Respond to questions.

* Identify and overcome objections.

* Take the customer through the sales process

* Obtain customer information

* Maintain customer/potential customer data bases.

* Follow up on initial contacts.

* Complete records of telephonic interactions, orders and accounts.

* *VOTED/AWARDED MVP*

* *AWARDED TOP SALES PERSON*

Human Resources Manager

J.R. McCray & Sons - Karnack, TX

March 1994 to April 2011

Maintained the work structure by updating job requirements and job descriptions for all positions.

* Maintained the company's staff by establishing a recruiting, testing, and interviewing program; counseling

managers on candidate selection; conducting and analyzing exit interviews; recommending changes.

* Prepared employees for assignments by establishing and conducting orientation and training programs.

* Maintained a pay plan by conducting periodic pay surveys; scheduling and conducting job evaluations;

prepared pay budgets; monitored and scheduled individual pay actions; recommended, planned and implemented pay structure revisions.

* Ensured planning, monitored, and appraised employees work results through training managers to coach

and discipline employees; conducted hearing and resolved employee grievances; counseled employees as well as supervisors.

* Maintained employee benefit programs and informed employees of by their benefits by studying and assessing benefit needs and trends; directed the process of benefit claims; obtained and evaluated benefit

contract bids; awarded benefit contracts; designed and conducted educational programs on benefit programs.

* Ensured legal compliance by monitoring and implementing applicable human resource federal and state

requirements; conducted investigations; maintained records; represented the company at hearings.

* Maintained management guidelines by preparing updating and recommending HR policy and procedures.

* Maintained historical HR records by designing a filling and retrieval system; kept past and current records.

* Maintained professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks.

* Liaised with other functional/departmental managers so as to understand all necessary aspects and needs

of HR development, and to ensure they were fully informed of HR objectives, purposes and achievements.

* Ensured all activities meet with and integrated with the company's requirements for quality assurance.

* Administered employee safety, welfare, and wellness programs.

* Contributed to team effort by accomplishing related results as needed.

* Conducted all other duties as required.

* Reported directly to the CEO/Owner.

* Enforced workplace safety.

* Responsible for all OSHA policy and procedures.

* Conducted safety inspections.

* Ensured employees complied with applicable standards.

* Created compliance programs in an effort to encourage employees to remain safe.

* Kept and posted records to ensure all employees followed OSHA guidelines.

* Kept all OSHA posters current and hung in a conspicuous place.

* Updated/Revised a written safety program.

Education

BS in Elementary Education

Wiley College - Marshall, TX

August 2007 to August 2009

BS in Organizational Business Management

Wiley College - Marshall, TX

1993 to 1997

Skills

• Customer Care

• Call Center

• CSR

• Customer Service

• Customer Support

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