Call Center Technician
Resume:
Rudy Silverio
Barrington, RI ***06
**********@*****.***
PROFESSIONAL PROFILE
Over 15 years in Electricity Distribution industry, with 8 year’s management experience
Bilingual service provider: native Spanish speaker and fluent English speaker
Strong team player, ensuring all members of team are involved and actively contributing
Skilled at managing different personalities
Punctual, respectful, and self-motivated
Orientation to perfectionism
Proficient in Microsoft Suite: Excel, Word, PowerPoint, and Outlook, and Medium level in Auto CAD.
PROFESSIONAL EXPERIENCE
EDENORTE Dominican, Santiago, DR
02/2000 – 08/2016
Electric Control Center Technician, Operator, and Manager
Initially contracted as Call Center Technician, answering calls regarding electric problems, documenting issues, and passing on information to operators
Promoted to Operator within two years, responding to open tickets and sending out electricians to designated areas for repair within two hours of reported issue
Received promotion to Operator Manager and supervised 12 operators each shift
Promoted to full Control Center Manager in 2008, managing the full 24 person call center and servicing 800,000 clients in northern zone of Dominican Republic
Created schedules for each team member, taking odd hours shifts to ensure full coverage
Utilized Microsoft products daily, specializing in creating Excel formulas that tracked team statistics
Performed evaluations for each member of the team on yearly basis, identifying strengths and opportunities and creating plans for further development
Collected team statistics on daily basis, providing status report via email to management and presenting quarterly to senior management
Interviewed all clients for Control Center positions, referring potential high-performing clients to Human Resources for final interview and contract
EDUCATION
Dorcas International Institute, Providence, RI
11/2016 – Present
Advanced ESL courses
Autonomous University of Santo Domingo, Santo Domingo, DR
01/1994 – 11/2000
Bachelor’s Degree in Electric Engineering
INFOTEP Institute, Santo Domingo, DR
03/1995 – 12/1996
Certificate in Residential Electricity and Industrial Electricity
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