JOSEPH A OROZCO

**** ******** **

SAN ANTONIO, TX 78227

210-***-**** ad2n8x@r.postjobfree.com

Career Objectives

To choose the best career field that will benefit from my leadership and vast experience.

Summary of Qualifications

Extensive Experience in Customer Service, Retail,Sales. Call Center, Managerial, Supervisory & Team Lead. Leadership, Professionalism, Team Oriented, Bi-Lingual, Creativity & Motivational Skills.

Work History

TaskUs Call Center - San Antonio, Tx Sep 01, 2019 to May 15, 2001

Call Center Agent

Receive inbound calls from vendors experiencing technical issues with their equipment. Assist to resolve issues through step by step troubleshooting. Document how the caller was assisted & direct other calls to the appropriate department. Reference to knowledge base guidelines. Bilingual calls, attend meetings & team builders. .

Randstad Staffing – Client: Marriott, San Antonio, TX Oct 01, 2018 to Aug 01, 2019

Site Team Lead

Manage a team of 24 agents in adherence, attendance, productivity & performance. Conduct weekly coaching’s with my team to advise of areas of improvement that are needed. Administer documented coaching, notate conversation, scan documents & log in to agents profile. Monitor Training class & assist in the actual training process. Ensure agents adhere to floor policies. Call Quality & Call Monitoring, attend conferences & address classes throughout training.

Famsa Furniture, San Antonio, TX Feb 01, 2016 to Sept 01, 2018

Sales Manager

Monthly Sales Goals, Daily Sales Calls, Greet Customers with friendly regards, Overcome customers buying concerns with sales rebuttals, maintain sales floor area clean & priced correctly. Product knowledge of all store items & specially priced items. Attend to register payments, cash handling & end of shift balancing. Collection calls on past due accounts or collection status.

Connexion Point Call Center, San Antonio, TX Jan 01, 2014 - Jan 01, 2016

Texas Medicare Enrollment Specialist

Answer inbound Medicare calls pertaining to enrollment & benefits coordination. Comply with Medicare guidelines during enrollment season with every new enrollment. Contribute effort to obtaining new members without making a decision for them. Remain up to date with the new regulations & laws affecting enrollment daily procedures. Follow call quality standards, maintain great patience & listening skills, earn commission & incentives for good quality scores. Team minded & maintain a helpful attitude with callers & co-workers.

ILD Corp, San Antonio, Texas

Call Center Team Lead

Manage a team of 12-18 agents in adherence, attendance, productivity & performance. Continuous Productivity coaching, Supervise various projects at once, to include Bilingual Qu’s as well. Call quality with random call monitoring. Educating agents on productivity and product knowledge. Enforced policies, procedures and quality assurance measures. Address new training classes, interact with the training process & complete various new campaign training.

Ashley Furniture Homestore, San Antonio, Texas

Jan 01, 2013 - Jan 01, 2014

Furniture Sales Representative

Oct 01, 2011 - Dec 28, 2012

Greet customers as they enter the store, If not sell, direct them to the right department. Daily sales goals to obtain monthly quotas. Responsible for outbound Sales Calls, building customer relations for future sales & overcoming customers buying concerns with sales rebuttals. Maintain my department clean & properly priced. Attend weekly meetings.

Primera Auto Insurance, SAN ANTONIO, Texas

Office manager

Outside marketing, face to face and outbound sales calls.

Key holder responsibilities, ensuring the store meets its sales goals. Ensured all policy's covered customers driving needs.

Pocket Communications, SAN ANTONIO, Texas

Aug 01, 2009 - Oct 31, 2011

Call Center Supervisor

Jul 01, 2006 - Jul 01, 2009

Assisted in the launch of the new company's cell phone service.

A Manager in between Call Center & Store Representatives. Assist in establishing Call Center & Store standards, Monitor Store & Call Center goals & quotas. Interviewing & training new employees.

Sprint PCS, SAN ANTONIO, Texas Assistant Store Manager Jan 01, 2002 - Jun 01, 2006

Operational Manager in charge of monthly merchandise audits & Loss Prevention initiatives. Responsible for all personal hiring & implementing employee improvement plans. Reset store plan-o-gram to monthly new product location & sales pricing.

Education

San Antonio College, San Antonio, Texas 1 year college, technical or vocational school

GPA: 3.0

Thomas Jefferson, San Antonio, Texas High School Diploma/GED

GPA: 4.0

Computer Skills

Typing Speed: 60 Words Per Minute

•Data Entry Terminal (PDT, Mainframe Terminal, etc.)

•E-Mail Software (Outlook, G-mail, etc.)

•Internet Browser (Internet Explorer, Chrome, Edge, Firefox. )

•Personal Computers

•Spreadsheet Software ( Excel, Google Sheets..)

•Word Processing Software (Word, Word Perfect.)

Additional Computer Skills: Proficiency in MS Word, Excel, Windows 10, MS Outlook, Premier 2000 P2K, ( RMS ) Retail management. Payroll systems: ADP & PeopleSoft

Language Skills

English - Excellent (Read Write Speak ) Spanish - Good ( Read Speak )

Additional Skills

Professionalism, Communication, Listening, Compression & Resolution skills. Leadership, Public speaking, Motivational & Coaching. Experience in Retail, Sales, Customer Service, Call Center, Medical, Medicare Enrollment, Manager, Personnel Manager, Operational Manager Supervisor, Team Lead. Inbound & outbound calls, Outside Marketing, Business Development, Project Liaison & Social Media Marketing. Collections, Cash Handling, Balancing & Key Holder.

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