Call Center Customer Service
Resume:
Qualified Bilingual Specialist with several years' experience in call center/BPO environments and manufacturing. Known for exceptional skills in Operations and Bilingual representation and translation.
Work History
2019-10 - Current
Bilingual Coordinator
BroadPath Healthcare, Work From Home, Remote
Maintains all data required for Operational and Executive purposes for all new and current clients
Plans, monitors, and executes new client directives, such as leading Recruiting, Training, IT and Operational efforts
Serves as resource on second language acquisition for new programs/new lines of business
Assists in creation and implementation of bilingual improvement plans for training and operations
Creation of all project timeline and implementation for new and existing clients/lines of business
Coordinate collaborative meetings with stakeholders, clients, and operational departments as needed for program/line of business launch and continued current business
Manages professional development and training of all new and current bilingual staff, including 5 Project Managers, 3 Project Coordinators, over 10 Business Analysts and Class Schedulers
Eased bilingual team transitions and new employee orientation through effective training and development
Handled problematic customers and clients to assist lower-level bilingual employees and maintain excellent customer service for all bilingual customers.
2014-07 - 2019-10
Bilingual Supervisor
Convergys Corporation, Jacksonville, NC
Implementation and successful launch of 5 different bilingual clients over 2 years, including IT/Telephony, Operations KPI and reporting data/analyst.
Conducted root cause analysis in deficient areas to identify and resolve central issues
Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness
Directed strategic workforce planning, performance management, and training strategies
Led over 300 bilingual call center representatives and supervisors in everyday strategies, coaching and feedback development, as well as training of new updates.
2007-06 - 2014-07
Program Coordinator/Logistics Specialist
Kubota Manufacturing of America, Gainesville, GA
Organized and managed program development from conception through successful execution
Orchestrated smooth and efficient program development by collaborating cross-functionally across departments
Entered data in Excel and handled reporting creation and maintenance
Utilized ERP system to navigate current inventory for production levels, ordering necessities, and delivery for all buildings (5)
Addressed and resolved technical, financial and operational concerns by working with team members and directors
Oversaw 50 projects each year from concept through final delivery.
Education
2006-08 - 2010-05
High School Diploma
Wakefield High School - Raleigh, NC
Contact
Address
Cleveland, GA, 30528
Phone
*********@*****.***
Skills
Avaya OneX
Data verification
MS Office
Training and Development
Administrative support
[Spanish] Translation
Bilingual [Spanish]
Call center operations
.
Aaron Terrazas
Contact this candidate