Call Center Customer Service

Yudith Vargas

*** ******* **** ** **** Columbia SC 29170

803-***-**** • *************@*****.***

OBJECTIVE

To obtain a challenging and rewarding position where my education, skills and leadership can be utilized to assist the company to reach its institutional goal

RELEVANT SKILLS

oBilingual (English/Spanish)

oProduction planning and quality management background

oStrong analytical, organizational and entrepreneurial skills

oResult-oriented management of people

oAble to systemized complex work environments, quick to learn new concepts, oriented towards cost control

oGood sense of creativity and originality

oExcellent customer service and conflict resolution skills.

oComputer skills including Word, Excel, PowerPoint, Internet Explorer, Outlook.

oExperience providing interpretation and translation services

oExperience working with people from different backgrounds.

oExperience supervising personnel and training new staff.

PROFESSIONAL PROFILE

ASSISTANT CALL CENTER MANAGER

EFTPS (ELECTRONIC FEDERAL TAX PAYMENT SYSTEM). Aug 2019 to present

Hire, onboard and train call center personnel.

Coach call center staff through challenging customer service issues.

Analyze call center data and prepare reports for upper management.

Evaluate staff effectiveness and performance annually or on an at-need basis.

Lead team meetings and give presentations to executives.

Develop monthly, quarterly and annual call center goals and action plans.

Prepare work schedules to ensure sufficient coverage.

Create personnel and supply budgets for approval.

Manage 8 supervisors in the Columbia and Richmond sites

Launched new Richmond call center from the ground up.

BILINGUAL SUPERVISOR

EFTPS (ELECTRONIC FEDERAL TAX PAYMENT SYSTEM)

Coach and train all the bilingual agents in the program (15 people)

Interview and hiring of new agents (bilinguals and Americans)

Provide support to agents and set team the performance goals in line with the company’s goals

Implement KPIs. Jan 2017 to Aug 2019.

MENTOR

EFTPS (ELECTRONIC FEDERAL TAX PAYMENT SYSTEM)

Responsible for addressing customer escalations. Serve as supervisor when needed. Responsible for training new agents. Sep 2016 to Dec 2016.

FINANCIAL ADVISOR

EFTPS (ELECTRONIC FEDERAL TAX PAYMENT SYSTEM)

Responsible for handling taxpayer payments and inquires. Major Achievements: Selected for 7 months in a row as "Employee of the Month" for exceeding key business metrics. Promoted to E-Desk. May 2015 to Sep. 2016. Columbia, SC

PRODUCTION TEAM LEADER

Cook Biotech Inc.

Responsible for leading operations at two main production lines. Responsible for planning and setting standards for high quality products. Responsible for on-time delivery. Enforce safety and sanitation regulations. Major Achievements: Implemented numerous continuous improvement projects to minimize waste and reduce cost while maximizing quality and yield. Eliminated a $750K production backlog improving company profitability. Improved morale among team members by providing the needed tools to accomplish production goals. Nov 2011 to Nov 2012. Lafayette, IN.

PRODUCTION WORKER

Cook Biotech Inc.

Setup, operate, troubleshoot, and clean primary manufacturing equipment. Follow batch records to dispense bulk materials and formulate solutions. Package product and containers per batch record specifications. Sanitize rooms and equipment, monitor / test environment, dispose of hazardous materials. Perform environmental monitoring procedures; respond to system alarms. Provide recommendations and implement solutions to resolve equipment and or process problems in a timely manner. Support the execution of product launch protocols and deliverables. Participate and support process improvement initiatives. May 2006 to Nov 2011. Lafayette, IN

PRODUCTION SUPERVISOR

Habanos Inc.

Responsible for managing production matrixes. Responsible for production output and implementation of costs cutting measures. Direct and coordinate the activities of employees engaged in the production process. Confer with other supervisors to coordinate operations and activities within or between departments. Plan and establish work schedules, assignments, and production sequences to meet production goals. Conduct employee training in equipment operations or work and safety procedures, or assign employee training to experienced workers. Jan 1994 to Jan 2003. Holguin, Cuba.

ACADEMIC HISTORY

AD in Economics –Business Management Techniques

University of Holguin School of Economics.

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