Customer Service Care

Summary:

To utilize my skills in an Organization where potential growth is available.

Operations Management, Customer Care/Spanish Supervisor, Customer Service Sales Lead, Quality Assurance Analyst, Supervisor Support, Corrective Actions, Coaching, Customer Care, Microsoft Excel, Microsoft Word, Windows 95, P2K, Scopus, Versatility, PC, CRT, SPANISH BI-LINGUAL

Education

University of Tampa 2004- 2006

Hillsborough Community College 1982-1983

Experience

VERIZON WIRELESS

Customer Service/Technical Support Bilingual Supervisor at present May 98-Present

Responsible for supervising motivating, monitoring, coaching, feedback and developing a team of 12 consultants.

Corrective Actions relating to attendance and performance

One on One’s- Facilitate consultants to enhance their needs

Team Meetings- Provide updates that affect Call Center/Team

Handle Escalated Calls in a efficient timely manner

Timesheets-Provide accuracy and in a timely manner

MARS/MTAS, Knowledge Base, BB Admin Too

Knowledgeable of Customer Service Scorecard, CSTS/NPS Scorecard

Conduct Interviews for new hire both English/Spanish

Customer Service/Spanish Supervisor Specialty Desk 2000-2003

PrimeCo

Customer Service/Transition Supervisor Specialty Desk 1999- 2000

Quality Assurance Analyst- Oct 97- May 98

Monitor English/Spanish calls on Customer Care Consultants (Five PrimeCo Centers)

Attend Training/Team Lead Presentations on QA Standards

Ability to describe standardized call handling format and techniques

Maintain accurate records and reports on monitored calls

Report results of monitored calls various levels of management

Other duties as assigned

Customer Care Consultant-PrimeCo Dec 96-Oct 97

Educate Customers on Verizon’s Wireless technology and systems

Advise customers on Service Plans to suite Financial needs

. Provide input with co-workers to enhance teamwork and customer relations

. Supervisor support with select projects

. Coaching and helping new staff as well as other co-workers

DYNCORP CORPORATIONS 1993-1996

Operator for United States Postal Service

Administrative Functions

Prepare various Reports and Charts

Date Entry

Coaching and helping new staff as well as other co-workers

DIVINE PROVIDENCE FOOD BANK, INC. 1988-1993

Operations Manager

Manage Organization and 14 employees

Obtain Direct Report to Executive Director

Obtain new providers

Attend Weekly Board Meetings

Travel The United States for Conference meetings-(twice yearly)

Disciplinary actions and Performance reviews

Administration functions

Responsible for payroll, processing accounts payable and accounts receivable

FIRST FLORIDA BANK N.A. 1981-1987

Customer Service Lead Consultant

Inside sales-sold various financial accounts including checking and savings

Sales support-obtaining leads for credit card sales, trust account sales and CD sales

Supervisor Support

Coaching of new employees

AWARDS:

Certificate of Appreciation- Smooth transition of 140 personnel & equipment.

(Moved from PrimeCo building to Verizon Wireless building)

Promoted to a Specialty Desk –Bilingual Team

Other Training

How to do a Termination (HR), Vision Training, Call Sequence Training, Leading Diversity

Training

MORPH Training

Union Awareness Training

Coaching for Success Training

How to Write Effective Corrective Action (HR) Training

ACSS Training

Sales ID Training

America’s Choice Training

How to complete a profile (HR)

RTA training (RMG)

HR University Training

PERSONAL & PROFESSIONAL REFERENCES GIVEN UPON REQUEST

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