Ruben Covarrubias Jr.

469-***-**** adgt5i@r.postjobfree.com

CONTACT CENTER OPERATIONS Leader

Effective and business savvy contact center professional with over 20 years of progressive contact center experience across a variety of industries. Proven leadership abilities with well-developed contact center improvement strategies. Areas of expertise include:

Team Building

New Contact Center Implementation

Strategic Planning

Performance Management Customer Satisfaction

Verbal/Written Communications

Project Management

Script Development

Customer Service Improvement Strategies Recognition Program Development

Attendance Management Event Management

Call Center Revenue Generation Strategies

PROFESSIONAL EXPERIENCE

ARI, Grapevine, TX 2016-2020

Operations Supervisor

Created professional work environment

Communicated business strategies to service technicians

Resolved interdepartmental operational issues

Facilitated accurate credits and adjustments

Minimized escalations

Improved Technical Resource Center efficiencies

Partners in Excellence Coordinator

Community Advocate

RealPage, Carrollton, TX 2007-2015

Operations Manager

Developed leadership

Managed budget

Cultivated key performance indicators

Implemented recognition programs

Led cross-functional project initiatives

AT&T Services, Inc. Dallas, TX 1999-2006

Operations Manager

Analyzed data

Built quality control trackers

Published Corporate Fraud and Database Management metrics

Designed and implemented call handling strategies

Administered attendance discussions and discipline

Developed and coached bilingual representatives

Designed and implemented sales and marketing campaigns

Managed and implemented customer satisfaction strategies

Represented company products and services at community outreach events

Education and Languages

Colorado Christian University - Bachelor of Science in Business Administration Current Student

University of the Air Force - Avionics Certification

Spanish – Fluent

Honors and Awards

Lead to Exceed Graduate

Number One Office

Lowest Attrition

Member Winner’s Circle

Leader of the Quarter

Diverse Markets Group Superstar Award

President’s Star Performance Award Nominee

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