Sales Customer Service

FERNANDO JACQUEZ, JR.

***** ******* ***** ***** **** 915-***-****

El Paso, Texas 79938 ***************@*********.***

Dear Hiring Professional:

Please consider this letter of introduction as an expression of my interest in a leadership position with your organization. My résumé is enclosed for your review and consideration.

As indicated on my résumé, I am a results-driven senior management professional with a strong entrepreneurial spirit and bring over 15 years of management experience. My particular strengths lie in my proactive management style and leading by example, coupled with a keen focus towards bottom-line results, motivating highly successful teams, generating strong and sustainable profitability, and ensuring customer loyalty. The following factors reflect absolute values I can bring to your organization’s current and long-term business objectives.

Providing proactive leadership and vision, with the understanding that when my team is successful, we are all successful. Self-driven and motivated to succeed with attention to detail, attaining results with reliability and integrity.

A commitment to excellence in sales culture and customer service; includes the implementation of quality customer service programs that foster long-term customer loyalty, and create an environment to enhance the shopping experience.

Positively contributing to the growth and development of staff members through training, communication, recognition and support, while serving as personal example of the desired level of customer service required to achieve business objectives.

The professionalism, discipline, and strong work ethic I bring to your organization, paired with my responsiveness to ever-changing business conditions will effectively streamline operations, improve morale, and contribute to bottom-line efficiency and profitability.

Confident that the strength of my experience will add measurable value to your organization, I would appreciate an opportunity to meet with you to discuss your needs and my potential to contribute. In the interim, thank you for your attention, consideration, and forthcoming response.

Sincerely,

Fernando Jacquez, Jr.

Enclosure

FERNANDO JACQUEZ, JR.

14204 Rainbow Point Drive Cell 915-***-****

El Paso, Texas 79938 ***************@*********.***

PROFESSIONAL SUMMARY

Proactive, dedicated professional with proven Operations Management, Quality Assurance Problem Solving Resolution, Security, Safety, and Customer Service skills. Focused on high standards and teamwork to obtain optimal results. Progressive leadership experience leading, coordinating, and managing progressive, essential, and diverse operational initiatives. Experience includes program management, administrative management, personnel management, training program coordination, operational strategies, resource utilization, program performance evaluation, regulatory compliance, and new program launches from initial feasibility to final conception.

CORE COMPETENCIES:

Operations Management

Organizational Liaison

Strategic Sales Planning

Customer Service

Financial Management

Regulatory Compliance

Continuous Process Improvement

Multi-Site Operations

New Business Development

Program Management

Training / Team Building

Staff Development / Leadership

Proficient in Microsoft Word, Excel, PowerPoint, and Outlook

Fluent in English and Spanish

PROFESSIONAL EXPERIENCE

Spectrum, El Paso, Texas 11/2019 – Present

Spectrum Manager – Residential Inbound Sales (Bilingual)

Responsible for day to day management of the Inbound Telesales center including

supervision of all personnel, implementation of all policies and procedures and creation

and adherence of all sales goals. Day to day management of 3-6 Telesales Supervisors,

70-100 Inbound Sales Representatives. Evaluates call volume trends, sales

performance results and provides immediate and constructive feedback to supervisors

and representatives. Works with teams to identify and implement tactics to increase

sales performance including scripting changes, call planning changes, offer changes,

incentives, etc. Development of daily, weekly, monthly and annual sales plans, goals and

minimum requirements including budgets and headcount projections. Ensure adequate

reporting and analysis tools are developed to successfully manage the sales team.

Oversee new and ongoing sales programs including scripting, reporting and call

planning. Implement and manage quantifiable training and coaching processes to ensure

success. Day to day point of contact for Regional and Market Area contacts ensuring all

concerns are addressed and issues resolved. Attends Regional and Market Area

operations calls to understand and identify any changes that will impact the Inbound

Telesales Center. Develops, oversees and reports on all sales incentive programs.

Participates in the recruiting process for new sales representatives including

interviewing, job fairs, defining job requirements, etc. Ensure all escalated customer

complaints are resolved.

PROFESSIONAL EXPERIENCE (Continued)

Centene, El Paso, Texas 07/2019 – 11/2019

Customer Service Supervisor

Oversee up to 15 on-line provider service representatives. Ensure the team meets its goals and objectives through effective hiring, performance management, coaching and career development. Act as the Complaints Coordinator; ensuring all complaints are resolved and responded to appropriate parties. Develop, implement and maintain materials and programs ensuring production and quality standards are met. Hire, motivate, coach, counsel, and supervise the daily functions of the provider services staff. Educate members regarding plan benefits as appropriate and refer members to Connections Representatives. Evaluate, audit performance, identify and implement improvement opportunities to increase overall productivity and effectiveness. Ensure processes are compliant with contractual agreements and State and Federal regulations. Analyze and advise management of personnel, work-flow issues, trends and recommend resolutions Audit daily phone log reports and access the need for changes.

TLC ASSOCIATES, El Paso, Texas 2017 – 08/2018

Regional Director of Operations-Southwest

Direct and oversee all Southwest Region operations for outbound and inbound call centers; manage and coordinated with Multi-Site Directors, Program Manages, and First Line Supervisors to create a cohesive and collaborative environment that values team success..

Maintain and improve call centers’ operations by monitoring system performance, identifying and resolving issues, preparing and completing actions plans, process improvement, and quality assurance programs. Coordinate with Human Resources to ensure hiring of personnel of skill set needed by organization. Involved with Client Services to obtain new business and contracts.

Key Accomplishments:

Opened two new call centers from inception to completion.

AT&T, El Paso, Texas 1997 – 2017

Area Manager

Managed and directed all aspects of incoming call-center operations. Ensured center is achieving maximum profitability and effectiveness in all areas of selling, up-selling, and servicing customer accounts. Set performance goals for sales coaches and sales managers overseeing groups of telesales and insides sales representatives; ensure staff / management complete required training.

Completed consistent and ongoing performance reviews to ensure subordinates are productive, accountable, and successful in their positions. Coordinated with team leaders to ensure efficient operation. Assessed business needs, developed new business plans, and improved processes to increase overall productivity and achieve volume goals, and unit and revenue objectives. Established and achieved quantitative sales goals, developed and implemented new marketing strategies and communicate with personnel and management and ensured compliance of organization’s operational guidelines, standards and policies.

Key Accomplishments:

Observed and evaluated subordinate performance and work to check for quality and planned for improvement training.

Developed and approved strategies, solutions and plans to drive sales and profitability

Researched, formulated, and developed process improvements.

Sales Coach Manager

Oversaw up to 20 on-line customer service account representatives. Ensured all team members were up to date on all call taking processes and metrics. Observed, scored and provided individual observation feedback to team members. Developed action plans as necessary in order to improve team performance and satisfy company standards. Confirmed all training requirements were met within deadlines. Tasked to fill in for Office Center Sales Manager in the absence of direct supervisor. Successfully took on all responsibilities and actions required to efficiently manage the call center. Partnered and worked with local CWA Union in order to recognize and address work force issues. Acted as management liaison for center Alliance committee.

PROFESSIONAL EXPERIENCE (Continued)

Worked with vendors to coordinate and schedule personal and professionally enhancing training programs for workforce. Partnered with IT and vendor teams in order to improve overall center performance by addressing application and hardware areas of opportunity. Initial efforts began in April of 2012 and evolved into a nationwide weekly call where application issues were identified and corrected. The results showed improved application performance, thus minimizing agent on-line downtime. In this task, successfully created a log on process for agents which was used by Project Management POC in order to distribute to other centers in order to improve the log on efficiencies. Additionally, took on the positions of Center Career Development POC, U-Verse system release POC and Adjustment Project Management POC.

Key Accomplishments:

Maintained team performance at the top of center rankings on all key sale/save metrics.

Team performance ranked at the top (for five years period) in the center and one of best in class in the district.

AT&T Performance and Results Team

Checked external and internal quality analysis call observations to ensure the scoring of customer contacts is accurate in accordance with all AT&T sales and contact handling procedures in Knowledge Resource documents. As part of the Reports Team, tasked with running weekly and monthly IOS reports that are sent to all internal and external call taking sites. Worked closely with management to ensure all monthly observations targets are met with both internal and external sites. As the Lead Quality Assurance Analyst, ensure that individual quality analysts are scoring customer contacts correctly.

Customer Service/Quality Analyst Specialist

Accountable for providing excellent customer assistance to AT&T customers. Profiled customers and explained, promoted, and sold AT&T services. Reviewed customer accounts and assist customers with billing inquiries and complaints. Demonstrated leadership in the areas of administration, instruction, and customer service. Maintained high standards of excellence.

U.S. NAVY, Worldwide Assignments 1990 - 1996

Quality Assurance Inspector

Performed surveillance, audits, and inspections of the Quality Assurance Program. Acted as an inspector and a craftsman on various types of steam and Nuclear Reactor Plant System maintenance. Nuclear Mechanical Systems Technician. Maintenance Coordinator for all Nuclear Reactor Plant Systems and its support secondary systems. Trained junior personnel in all facets pertaining to the operation, maintenance and theory of Nuclear Power Plant Mechanical Systems.

EDUCATION / MILITARY TRAINING

Major: Mechanical Engineering

University of Texas at El Paso, El Paso, TX

A.M.A.P Qualified, Associate to Management Advancement Process

Nuclear Mechanical Technician U.S. Naval Submarine

Quality Assurance Inspector School, Naval Nuclear Prototype Training Plant

Naval Nuclear Power School, Nuclear Field Mechanical ‘A’ School

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