Call Center Experience

FRANCISCO ACUNA

*********@*****.*** 772-***-**** Stuart, FL 34997

Summary

I am a veteran supervisor with over 10 years of experience. I worked in several additional managerial levels and roles to coordinate, plan and execute whatever was required for the benefit of our department and company. As well as maintaining my own staff’s productivity, running KPI reporting, coaching both direct reports and supervisors, assisting our clientele and all from a “work from home” environment.

Skills

● Interdepartmental coordination

● Employee supervision

● Excellent communication written and verbal

● Regulations and procedures

● Issue and conflict resolution

● Key Performance reporting

Experience

GoDaddy / Media Temple Phoenix, AZ

Sr Supervisor -

Remote Office “Work From Home”

10/2008 - 8/2023

● 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 program 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 high level of customer 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 upon request

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