FRANCISCO ACUNA

ad4b71@r.postjobfree.com 772-***-**** Stuart, FL 34997

Summary

I am a veteran technical call-center / support desk supervisor with over 14 years of experience. I am adept in working in several additional managerial level roles to coordinate, plan and execute whatever is required for the benefit of our department and company. All while maintaining my own staff’s productivity, coaching other supervisors and assisting our clientele in a work from home environment with staff spread through-out the country. Skills

● Interdepartmental coordination

● Employee supervision

● Regulations and procedures

● Issue and conflict resolution

Experience

GoDaddy / Media Temple Phoenix, AZ

Sr Supervisor

10/2008 - Current

● Monitored the channels for balancing staffing between them as needed

● Maintained team KPI, coaching employees in achieving them.

● Conducted employee evaluations and reviews.

● Coached and mentored staff members through constructive feedback to develop long-term career goals.

● Resolved customer complaints and adjusted policies to meet changing needs.

● Coach and provide guidance to other supervisors.

-- Additional Duties include --

● As hiring manager worked closely with several departments including recruiters, trainers and Operations

● In the hiring process I reviewed resumes, set and conducted interviews with applicants, and ultimately selected individuals for hiring.

● worked with Operations Planning weekly to review staffing needs and forecast for potential shift changes, current staffing and for potential hiring

● Designed, maintained and ran initial training programs for new hires into Media Temple. Scheduling and working with other teams and departments within this training time including, Recruitment, HR, Dept Managers.

● Solely responsible to maintain forecasting and scheduling for staffing for all company holidays for our department.

EDS, Electronic Data Systems

Miramar, FL

Technician

04/2001 - 10/2008

● Verbally assisted Continental Airlines with software, network and hardware troubleshooting and repair.

● Worked with airports worldwide to coordinate and dispatch local technicians as needed

● Managed quality control and maintained a high level of client satisfaction.

● Completed logs and job reports for completed and pending service calls.

● Monitored and logged parts and devices used on service calls.

● Interpreted technical drawings and schematics.

Education and Training

South Brunswick High School Monmouth Junction, NJ High School Diploma 06/1993

References available on request

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