Call Center Customer Service

VICTOR S. MERCED-FELIX

Plfugerville, TX ***** • 787-***-**** • ************@*****.*** • www.linkedin.com/in/victor-merced-felix-657a3164/

SENIOR CUSTOMER SERVICE & CALL CENTER OPERATIONS EXECUTIVE

Senior customer service, technical support, and call center management leader with 15+ years of expertise in building, managing, and optimizing call center operations to serve enterprise clients such as Meta, Roku, and Google while managing global teams of up to 700.

Proven track record of building and scaling world-class customer service and call center organizations from the ground up, leading operational process design, technology integration, and talent acquisition and training while owning P&L and customer success KPIs.

Extensive experience in advising C-level leadership and establishing clearly defined service standards/metrics to foster the development of compliant, customer-oriented, and cost-efficient organizational cultures.

CORE COMPETENCIES

Strategic Planning & Execution

Call Center Management

Operations Management

Customer Service & Support

Customer Relationship Management

Customer Success Strategy

Customer Experience Optimization

Customer Insights & Analytics

Program & Project Management

Change Management

Organizational Development

Teambuilding & Management

Training, Mentoring & Coaching

Performance Management

Process Improvement

KPI Definition & Analysis

Continuous Improvement

Cross-Functional Collaboration

CAREER HIGHLIGHTS

Directed a 16-person team of Spanish-speaking agents at Tesla in responding to customer inquiries and resolving escalations relating to Tesla energy products, consistently meeting monthly CSAT goals for phone and Qualtrics surveys.

Managed a team of 5 Managers, 5 SMEs, 5 trainers, and 125 agents at Genpact as well as a team of 15 supervisors, 18 Team leaders, 4 trainers, and 300 agents at TMX Finance.

Led a 25-person team at Genpact in streamlining day-to-day customer support operations and delivering exceptional customer service to rank as team of the month (out of 42 teams) for 6 consecutive months, resulting in promotion to Senior Manager.

Drove operational excellence across the customer service function at Community Waste Disposal by streamlining processes and training a team of 29 direct/159 indirect reports, reducing abandoned calls from 9 % to under 3 % in the first month.

Turned around call center operations at Planet E Shop while managing a team of 1 Assistant Manager, 3 Call Center supervisors, and 21 reps in Dallas, TX as well as an offshore team of 1 Account Manager, 3 Call Center Supervisors, and 80 reps in Colombia.

oImproved Average Handling Time (AHT) from 16 minutes to under 3 minutes, helping grow daily call volume from 700 to 3K+.

oReduced “Not Ready Time” from 26 minutes to under 10 minutes and abandoned calls from 46% to under 6% in 2 months.

oAchieved the highest manager performance rating in the company in 10 years, leading to promotion to Special Projects Manager.

PROFESSIONAL EXPERIENCE

Tesla, Austin, TX

Tesla Energy Customer Service & Technical Manager Oct 2022 to May 2024

Guided a 16-person team in delivering Spanish-language technical support and escalation resolution for Tesla energy customers, efficiently troubleshooting and resolving various technical issues related to powerwall, solar panels, and solar roof.

Worked with cross-functional teams to resolve escalated cases, ensuring the team adhered to correct troubleshooting processes and providing comprehensive support and resolutions for customers.

Maintained meticulous records of customer interactions, accurately documenting issues and resolutions to ensure thorough follow-up and improve future service quality.

Established performance targets and goals for improvement, motivated agents through regular feedback and communication, and prepared detailed monthly and annual performance reports to track progress.

Redesigned and enhanced support processes by offering valuable feedback and insights from customer interactions, driving continuous improvements in service delivery and customer satisfaction.

VXI Global, Austin, TX

Site Director Jun 2022 to Oct 2022

Directed daily site operations, ensuring proper coordination among departments and motivating the leadership team to consistently meet both external and internal KPIs and drive customer success and growth.

Administered and developed the annual department budget, aligning financial resources with business goals and maintaining operational stability to support long-term growth and efficiency.

Established, implemented, and maintained comprehensive quality assurance programs, driving continuous improvement and consistently surpassing Service Level Agreement (SLA) performance standards.

Genpact, Richardson, TX

Frontline Manager Senior Manager Nov 2017 to May 2022

Supervised 5 Frontline Managers and their teams, coaching, mentoring, and motivating them using excellent people engagement skills while also handling agent interviews, hiring, and dismissals.

Cultivated and maintained effective communication with clients, ensuring that all customer service operations consistently met or exceeded their SLAs and expectations.

Addressed day-to-day employee issues by providing appropriate resolutions, including collaborating closely with HR on matters of agent misconduct to maintain discipline and foster a positive work environment.

Leveraged strong skills and competencies in assessment, problem-solving, and policy administration and interpretation to effectively manage and support team operations.

Adapted quickly to shifting priorities, multi-tasked, and managed simultaneous requirements in a fast-paced environment to maintain productivity and meet organizational goals.

TMX Finance, Carrollton, TX

Call Center Manager Sep 2013 to Nov 2017

Provided strategic direction and operational oversight for all call center activities to ensure seamless execution of sales transactions, customer payments, and collections while ensuring compliance with company procedures and legal requirements.

Enhanced revenue growth and profitability by strengthening customer relationships, executing community engagement initiatives, and conducting comprehensive employee training programs.

Conducted interviews, hired qualified candidates, and trained existing staff on company policies and operational procedures as well as customer service best practices to maintain a skilled call center workforce.

Prepared and analyzed daily, monthly, and ad-hoc company reports, effectively communicating key information to various levels of management to support informed decision-making and strategic planning.

Frontier Telecommunications, Allen, TX

Call Center Manager Internet Help Desk Technical Support Feb 2013 to Sep 2013

Managed and supervised all aspects of call center operations, ensuring consistent achievement of customer care, sales, and P&L targets and metrics for the site.

Formulated and implemented strategies, policies, and procedures to optimize staff productivity, enhance customer satisfaction, improve troubleshooting accuracy, boost sales conversions, and increase profitability.

Implemented an efficient staffing model to meet rigorous SLAs and provided Marketing teams with timely feedback on product performance and customer interactions.

Community Waste Disposal, Dallas, TX

Call Center Manager & Dispatch Manager Feb 2011 to Feb 2013

Developed and implemented operational procedures and training programs for the Customer Service & Dispatch departments to ensure operational efficiency and consistent service delivery.

Spearheaded team development efforts, achieving targeted goals while ensuring adherence to company policies and procedures to maintain high standards of service quality.

Generated comprehensive reports on call volume, abandoned calls, average talk time, and hold times, providing valuable insights to optimize call center performance and customer satisfaction.

Devised and implemented strategies to improve workflow processes, enhance customer interactions, and streamline dispatch operations for improved efficiency and service level adherence.

Planet E Shop, Dallas, TX

Call Center Manager Jan 2008 to Jan 2011

Led 2 teams based in Dallas, TX and Colombia, providing effective team leadership to manage credits, returns, payments, refunds, and shipper claims with UPS as well as resolution of shipping errors and technical support for assembly products.

Established a Quality Control Department and integrated Meridian for monitoring incoming calls, emails, and chat interactions in both Dallas and Colombia while conducting 25 daily and 125 weekly call monitoring sessions with weekly reports.

Developed a comprehensive operational handbook for call center representatives, detailing product descriptions, technical support procedures, and warranties to enhance agent knowledge and performance.

Created company-wide policies and procedures, including tailored training programs for departments such as Customer Service, Accounting, Warehouse, and Retail to streamline operations and ensure consistency in service delivery.

ADDITIONAL EXPERIENCE

Call Center Manager Centennial of Puerto Rico, San Juan, Puerto Rico

EDUCATION

Master of Arts (MA) in Mechanical Engineering Universidad del Turabo, Caguas, Puerto Rico

Bachelor of Arts (BA) in Political Science University of Puerto Rico, Río Piedras, Puerto Rico

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