Call Center Customer Service

SUMMARY OF QUALIFICATIONS

Customer Relationship Management, Call Center Management, Dispatch Supervisor, Tele-sales, Tech-support, Departmental Trainer, Food prep and Service, Food and Beverage Supervision, Passenger Driver.

PROFESSIONAL EXPERIENCE

AVTM (Antelope Valley Transit Management)

Driver - Lancaster, Ca. (10/2018 to Present)

Full-time passenger driver covering the Antelope Valley. Serving the elderly, the handicapped, veterans, and the indigent. Associated with AVTA and governed by DOT and the NTSB and operated electric, gas, and hybrid-powered passenger vehicles, and vans with and without wheelchair ramps.

UPS, Van Nuys, Ca.

Sessional Driver’s Assistant/ Helper - Temp (12/11/18 to 01/11/19) - Assisted driver in scanning

and delivering packages to homes and businesses. Loaded and unloaded UPS trucks. Sorted

packages by home and business addresses.

Antelope Valley Learning Academy (Learn 4 Life), Lancaster, CA.

Summer Session Technician - Temp (7/18 to 8/18 ) - Student Transcripts and student exit document processor. Data Entry and File clerk. Utilizing MS Word, Excel, MS. Outlook, and other proprietary software and programs.

Nelson Family Day Care, Lancaster, CA.

Office Administrator - (7/2016 to 8/2018) - Chief database administrator. accounts payable/accounts receivable and business expense ledger manager. Business communications officer. New client intake onboarding.

Kern County Department of Human Services, Mojave, CA.

Human Services Technician - (10/5/2015 - 03/2016) - Eligibility worker for county assistance welfare programs. Provided continuous service with financial and medical aid to families in need or in crisis. Assessment of client eligibility for State and Federal benefit programs such as: Cal-Works, Cal-Fresh and Medical. Improving the quality of life for Single-mothers, Single-fathers, Homeless and Indigent adults and children

. Advise clients regarding food stamps, child care, food, money management, sanitation, or housekeeping.

. Interview individuals or family members to compile information on social, educational, and employment

history.

. Provide information or refer individuals to public or private agencies or community services for

assistance.

. Assist in locating housing for displaced individuals.

Kaiser Permanente, Burbank, CA.

KPIF Medical Review Manager - (04/11 - 12/13) - Customer application production manager of SEIU-United Healthcare Workers West FTE Medical Reviewers and On-Call staff.

• Ensured the timely processing and quality management of individual and family healthcare membership applications.

• Ensured timely intervention of member issues to enhance member satisfaction and retention.

• Measured and monitored service performance quality standards to ensure customer satisfaction.

LoJack Corporation, Inc., Palmdale, CA

West Coast Regional Customer Service Supervisor - (11/04 - 08/09) Customer support Supervisor for LoJack’s consumer product line of vehicle recovery hardware. Supervised a team of 30 call center agents.

• Maintained daily metrics of 95% or better service level. Used CMT & CRM systems for scheduling, forecasting, and trending analysis.

• Handled all departmental customer escalation issues and designated ombudsman.

Promoted team building and morale. Core focus on streamlining departmental methodologies, and tactics.

• Partnered with state and local law enforcement agencies in the retrieval of stolen vehicles in over 21 states and Mexico. Responsible for nationwide customer and dealership product satisfaction.

Microdyne Outsourcing, Inc., Torrance, CA

(Servicing Epson America, Yamaha, Memorex, Linksys, and Kingston)

SR. Technical Support Supervisor- (01/98 - 10/03) Senior member of a team of Group Supervisors that facilitated a call center of 30 - 200 Technical Support Specialists.

• Supervised the technicians who end-user (B2B and B2C) support for the Epson product line of printers, scanners, projectors, digital cameras, Memorex keyboards, CD-ROM, DVD & Burners. I supported Yamaha’s CD Burners, Linksys routers & Hubs.

• Primary focus included: Rockwell RTD charting, daily key indicators, accurate and timely response to Internet & e-mail customer inquiries, customer response management, project analysis, product launch analysis, direct labor, schedule adherence + administration, new product & cross training coordinator.

• Additional responsibilities included Project administrator for C.O.P.C. certification.

800 Direct Inc., Canoga Park, CA

Direct Sales Call Center Manager - (04/96 - 08/97) Supervised a team of 25 - 45 TSRs (Telephone Sales Representatives) with emphasis on script adherence, customer service etiquette, average talk time, after call time, hold time, product knowledge, & departmental growth. Responsibilities included: Daily Call Center operations. TSR training, coaching & counseling. Telephone & Computer system report generation & enumeration. Call response tracking and, escalated customer problem response resolution.

Premiere House Inc., / Rightside Up, Inc., Van Nuys, CA (Subsidiary of Paramount Pictures Inc.)

Call Center Manager / Telecommunications Manager - (08/92 - 04/96) Executive level manager of Data Entry, Customer Service, Inbound and outbound telemarketing. Responsible for the development and growth of the Tele-sales department. Supervising Director of all Call Center agents, Lead agents & Supervisors. Responsible for forecasting, scheduling, company and departmental policy adherence, time & budgetary considerations, and margins. Employee hiring, training, discipline, expulsion, and retention. Client campaign planning, implementation & product representation. Managed the company’s communications department and organized its multi-line telephone switch. Installed line cabling for voice, fax, and data send and retrieval. hardware & software planning, purchase, development & utilization. Accountable for 800 & 888 phone number purchases, billing statements, DNS assignment, Call Accounting reporting, ACD report generation, and communications system analysis.

EDUCATION:

cafoodhandlers.com - California Food Handlers basic food safety - cert #2018b2418399 - exp 7/20/21

Antelope Valley Adult School - Electronic Medical Records Technician - Certificate of Comp.- Grad 5/2018

John Jay College of Criminal Justice (CUNY) - Criminology Major, Bachelor of Science program: Non Grad.

The University of Phoenix - Business Administration, Bachelor’s degree program. GPA = 3.97 Non Grad.

Catherine College: GPA 4.0 Computer Office Administration and Business Applications: Graduate

(non-degree program)

AT&T, Global Business Communications Systems: Certificate of Completion

Dun & Bradstreet, Good Customer Service: Certificate of Completion

Skill Path Training, Dealing Effectively with Unacceptable Employee Behavior: Certificate of Attendance

Earl Nightingale, Sound Management Practices: Certificate of Completion

Army R.O.T.C. training program: Certificate of Training

Awards

C.O.P.C- Customer Operations Performance Center: (2002) Leadership in Quality Award Certification

ASSOCIATIONS:

ICT (Institute of Computer Technology) College, Los Angeles California: Advisory Board Member

Shooting Stars School of Music and Youth Foundation, Lancaster California: Director of Music Services

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