Customer Service Call Center
Resume:
PROFILE SUMMARY
Dynamic, dedicated, and highly accomplished professional with commendable hands-on leadership experience. Exemplified leadership qualities and professionalism backed with a consistent, verifiable record of achievements. Outstanding аnаlуtiсаl, ѕtrаtеgiс аnd рrоblеm-ѕоlving skills соuрlеd with аbilitу tо trаnѕlаtе ѕоlutiоnѕ intо рrасtiсаl аnd рrоfitаblе аррliсаtiоn. Ability tо lеаd аnd motivate реорlе with раѕѕiоn аnd humоr, kеер a level hеаd аt аll timеѕ аnd nurturе аnd grоw a business. Armed with a strong sense of pride in handling duties, along with an unparalleled commitment to getting the job done and achieving high results. Ablе tо quickly understands соmрlеx concepts, idеntifу and ѕоlvе рrоblеmѕ, turn ideas intо sound strategies, аnd imрlеmеnt ѕуѕtеmѕ thаt орtimizе productivity, and impact organizational effectiveness. Exсеllеnt cоmmuniсаtоr; lеvеrаgе technical, business and financial acumen tо соmmuniсаtе effectively with client executives аnd thеir rеѕресtivе tеаmѕ. Committed to quality and excellence. CORE COMPETENCIES
• Organizational Skills
• Customer Service Management
• Risk Management
• Account Management
• P&L
• Excellent Communication Skills
• Business Development
• Friendly and Professional
Attitude
• Conflict Resolution Expert
• Excellent Interpersonal Skills
• Ethical Behavior and Integrity
• Highly Organized Professional
• Critical Thinking Aptitude
• Problem-Solving
• Personal Creativity Effectiveness
• Leadership Skills
• Business Process Improvement
• Time Management Aptitude
• Management Aptitude
• Building Relationships
PROFESSIONAL SKILLS
• Outstanding analytical, problem solving, and troubleshooting ability.
• Excellent communication, writing, managerial, and project management skills.
• Computer proficiency in Microsoft Office (Word, Excel, PowerPoint, etc.)
• Ability to work hand-in-hand with other members to complete projected goals as scheduled.
• Adept at leading and setting initiatives and identifying goals and requirements to develop innovative systems and procedures.
• Exceptionally well organized, with a track record that demonstrates self-motivation, creativity, and initiative to achieve both personal and corporate objectives.
• Flexible professional capable of adjusting rapidly to new and challenging situations and working well under pressure to meet time-sensitive deadlines.
• Exemplified in-depth understanding of the importance of quality service; comfortable with working independently within competitive environments.
• Strong motivator/team player with effective and excellent planning, organizational, and negotiation strengths and the ability to lead, reach consensus, establish goals, and attain results. PROFESSIONAL EXPERIENCE
Owner and Managing Member Jan 2016 - Present
Texas Near Shore Business Solutions, LLC - Corpus Christi, Texas and San Jose Costa Rica
• Develops and implements the company's strategic plan, including setting long-term goals and objectives, identifying opportunities for growth and expansion, and determining resources needed to achieve these goals.
• Responsible for ensuring the company complies with all relevant laws and regulations, including filing necessary tax returns and obtaining necessary licenses and permits.
• Oversees the hiring, training, and management of employees, including setting policies and procedures, managing performance, and handling employee relations issues.
• Manages the company's finances, including creating and overseeing budgets, monitoring cash flow, and ensuring the company remains financially stable.
• Analyses and evaluates company processes, continuously adapting practices to ensure maximum efficiency and profitability.
• Manages Remote Agents in Texas, Costa Rica, Honduras, and the Philippines. Reuben J. Delgado
: Corpus Christi, Texas
: ******.*******@*****.***
Reuben J. Delgado 361-***-****
Partner and CEO Oct 2015 - Present
F4 Call Center - San Jose Costa Rica
• Responsible for identifying areas where the call center can improve its processes and procedures to enhance customer satisfaction and efficiency.
• Manages and oversees the call center's staff, including hiring, training, and performance management.
• Creates and implements strategic plans that align with the company's overall goals and objectives.
• oversees the day-to-day operations of the call center, and ensures it runs smoothly and efficiently.
• Manages P&L of over 1.5 million Yearly. Completed Oversight of 185-seat call center. Chief Operating Officer Nov 2010 - Sept 2015
Latam Center - San Jose Costa Rica
• Reorganized both the physical and organizational structure of the firm to increase efficiency and drive productivity to new levels.
• Oversaw recruitment, training, and development, as well as performance management, compensation, and benefits.
• Responsible for design, build-out, and management. Operational command of 225-seat 24/7 call center.
• Responsible for maintaining and growing ongoing relationships with existing clients.
• Developed managerial, supervisor and agent-level best practice training.
• Responsible for the development of all Standard Operating Procedures. Customer Service and Sales Manager July 2008 - Nov 2010 WebServices - San Jose Costa Rica
• Utilized superior team leadership, communication, and organizational skills to achieve maximum sales and the highest level of customer service.
• Recruited, trained, and managed top-performing sales teams and coached staff to achieve goals in alignment with corporate objectives.
• Responsible for managing 3 Customer Service Supervisors, 8 Customer Service Representatives and a team of 6 sales associates.
• Responsible for Managing Quality Assurance Manager and 2 quality associates.
• Maintained ongoing relationships with partners, vendors and various affiliates. Director of Operations Aug 2007 - July 2008
Orbis Global Solutions - San Jose Costa Rica
• Realized consistent improvements in productivity, efficiency, and performance through effective relationship management, problem-solving, and communication abilities.
• Trained, coached, mentored, developed, evaluated, and directed staff to achieve top performance levels and drive progressive career development and promotions.
• Responsible for Managing, Directing, and Growing more than 165 Managers, Supervisors, and Agents.
• Provided outbound sales of Gas and Electric solutions to Canadian consumers for Direct Energy.
• Provided inbound customer service and upsales for Office Depot. First in command of 250-seat Call Center. Co-founder and Managing Member Sept 2005 - April 2007 Wired Global Village, LLC - Corpus Christi, Texas
• Improved bottom-line financial performance through route and distribution optimization strategies and effective staffing measures.
• Responsible for all financial, budgeting, purchasing, advertising, and administrative functions
• Monitored and controlled approved expenditures and vendor relationships.
• Responsible for daily operations, customer service and sales.
• Built relationships with customers to communicate issues and improvement suggestions. Director of North American Operations Sept 2003 - June 2005 Genesys Conferencing - Fairfax, Virginia
• Worked in Unison with the sales team to provide a cohesive unilateral process that increased performance and customer satisfaction.
• Implemented several additional key accounts including Aetna Healthcare from the RFP process through to pilot and launch.
• Provided services for major companies such as JP Morgan, Herbalife, Providian Financial, and Morgan Stanley.
• Provided leadership and growth to 195 agents, quality associates, supervisors, and account managers.
• Secured estranged relationship with PacifiCare, and was part of a team that implemented.
• Licensed Health and Life agent work for both the Arizona and Louisville location.
• Successfully turned 20% gross margin to 45% gross margin in less than 4 months.
• Worked with the existing management team to implement new policies and procedures.
• Directly responsible for Kronos Connect's 150-seat Kentucky call center.
• Managed and implemented COPC Gold Standards to existing operations. Reuben J. Delgado 361-***-****
Director of Operations May 2000 - Dec 2002
First Ring India Private Limited - Bangalore, India
• Directly responsible for 5 inbound, outbound, and technical accounts; this includes 265 agents, quality associates, supervisors, client services managers and operations managers.
• Responsible for answering Operational RFP's for prospective clients as a start-up program, and implementing procedures as they were designed during the RFP process.
• Responsible for successful lead acquisition pilot program of 25 seats for Providian Financial, and aggressive ongoing ramp schedule.
• Responsible for successful inbound customer service pilot program of 20 seats, and ramp-up to 115 seats for American Express Financial Services.
• Key in successfully training inexperienced Indian management staff to handle day-to-day contact with American clients.
• Created coaching and monitoring documents for supervisors and quality associates to utilize.
• Key in implementing procedures to hit all performance metrics for American Express and Providian.
• American Express (FirstRing) has been below Handle Time metrics for 6 months consecutive.
• American Express has raised Transaction Based Survey from 65% to 92%. Operations Manager Sept 1998 - May 2000
APAC TeleServices, Inc
• Responsible for recruiting, hiring, and training staff. They also provide ongoing guidance and support to ensure that employees are meeting performance standards.
• Demonstrated exceptional team-building capability which ultimately lead to maximum financial performance and employee satisfaction.
• Directly responsible for 175 Customer Service Representatives, Supervisors, and Lead Development Representatives.
• First in command of a 160-seat inbound tier 2 telecommunications account. Assistant Operations Manager Oct 1997 - Sept 1998
APAC TeleServices, Inc - Corpus Christi, Texas
• Responsible for managing the production floor in Manager's absence.
• Managed several teams consisting of 20 to 25 representatives.
• Transferred several times to correct poorly producing teams.
• Managed several sales teams to the number 1 position.
• Hired, trained and managed several sales teams.
• Awarded APAC Pride Maker Southern Region.
Customer Service and Sales Team Supervisor Dec 1996 - Oct 1997 APAC TeleServices, Inc - Corpus Christi, Texas
• Responsible for developing and implementing sales strategies aligning with the company's overall goals and objectives.
• Analyzed sales data and prepared reports for senior management.
• Hired, managed, and developed agents for customer service and sales.
• Number 1 Sales team 6 months running. Top Supervisor 6 months running. EDUCATION
• University of Texas - San Antonio 1992 - 1994
Business Management
• Del Mar College
Business Administration
REFERENCES
Available upon request.
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