Team Supervisor Project Manager
Resume:
Alejandro Lozano
El Paso, Tx, 79925
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WORK EXPERIENCE
GC Services, El Paso TX
Team Supervisor MBFS February 2020 – Present
Manage team attendance.
Monitor calls to detect coaching opportunities.
Provide coaching to the front line agents
Handle escalated issues from the customers.
Monitor reports.
Manage Escalation Specialist team.
Manage Customer surveys low scores, contact out requests.
Provide floor support.
Monitor agent’s adherence to schedules, break/lunch time, productivity. Bilingual Customer Service Representative, July 2017 – February 2020
Detailed analysis according to client s requirements in defined interactions such as escalations, follow ups, and 80% silence.
Documents all collection activity in the client/GC system in a concise and accurate manner.
Makes arrangements with the customers (both in Spanish and in English) to pay balance in full or set up the best possible arrangements.
Maintains good public relations
Cope with high-stress environment caused by speaking with emotional callers.
Maintain concentration and focus in order to meet performance goals.
Demonstrate the ability to handle pressure when attempting to meet deadlines and performance goals.
Complies with all specified FDCPA, state and city laws and provisions, as outlined in the GC Services Compliance with FDCPA and State Collection laws Statement, the GCS A/R Training program and the FDCPA Test.
GRUPO BAFAR, Chihuahua, Chihuahua.
Project Manager, Aug 2013 - May 2017.
Develop or update project plans for information technology projects including information such as project objectives, technologies, systems, information specifications, scheduling, funding and staffing.
Manage project execution to ensure adherence to budget, schedule and scope.
Prepare project status report by collecting, analyzing and summarizing, information and trends.
Assign duties, responsibilities and spans of authority to project personnel.
Coordinate recruitment or selection of project personnel.
Identify need for initial or supplemental project resources.
Identify, review or select vendors or consultants to meet project needs.
Initiate, review or approve modifications to project plans.
Monitor or track project milestones and deliverables.
Negotiate with project stakeholders or suppliers to obtain resources or materials.
Schedule and facilitate meetings related to information technology projects.
Confer with project personnel to identify and resolve problems. GRUPO BAFAR, Chihuahua, Chihuahua.
Loss Prevention Specialist, Mar 2010 - Jul 2013.
Implement or monitor process to reduce property or financial losses.
Investigate known or suspected internal theft, external theft or vendor fraud.
Conduct store audits to identify problem areas or procedural deficiencies.
Direct work of contract security officers or other loss prevention agents.
Identify and report merchandise or stock shortages.
Inspect buildings, equipment or access points to determine security risks.
Maintain documentation or reports on security-related incidents or investigations.
Monitor compliance with standard operations procedures for loss prevention, physical security or risk management.
Prepare written reports on investigations.
Train establishment personnel in loss prevention activities.
Coordinate with risk management, human resources, or other departments to assist in company programs, investigations or training.
EDUCATION
Tecnologico de Monterrey. Chihuahua, Chihuahua.
Business Administration, Finance Dec 1997
ADDITIONAL SKILLS
Microsoft Office 2010
SAP (SD, FI, MM, CO, WMS, Retail, CAR, PMR).
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