Customer Service Front Desk
Resume:
Arthur Johnson
El Paso, TX
******************@*****.***
Authorized to work in the US for any employer
Work Experience
Nesting Supervisor
Alorica - El Paso, TX
June 2020 to January 2021
I managed new agents be for they moved on to the production floor. I would ensure they could process
a complete customer service call by ensuring the client mandated call flow was followed, coached and
developed the agents by reviewing and calibrating calls, leading by example to ensure the new agents
understood what right sounds like and ensured all tools could be used effectively.
Production Driver
Alorica - El Paso, TX
May 2019 to June 2020
I was in charge of ensuring that all production agents were processing calls and if they were not validated
why the agents was not on the phones, coordinated with managers when the was coaching opportunities,
sent out hourly reports with call counts for the hour which also included average handle times, transfers,
hold percentages and any other codes which was relayed to all managers via excel spreadsheets
Operations Team Supervisor
Alorica - El Paso, TX
January 2018 to May 2019
I managed customer service and sales teams on to the production floor. I would ensure they agents
would follow complete client mandates which consisted of following call flow, coached and developed
the agents by reviewing their calls and calibrating calls and following up with the agents on a daily basis,
leading by example to ensure the agents understood what right sounds like and ensured all tools were
used effectively, managed the agents productivity on the phones, ensured agents came into work to
ensure schedule adherence was met.
Team Leader
West - El Paso, TX
November 2010 to January 2018
I managed customer service teams on to the production floor. I would ensure they agents would follow
complete client mandates which consisted of following call flow, coached and developed the agents
by reviewing their calls and calibrating calls and following up with the agents on a daily basis, leading
by example to ensure the agents understood what right sounds like and ensured all tools were used
effectively, managed the agents productivity on the phones, ensured agents came into work to ensure
schedule adherence was met.
Education
Technical School in Medical Assisting
Western Technical College - El Paso, TX
April 2002 to January 2003
Some college
Skills
• Microsoft Excel
• Microsoft Word
• Customer service
• Front Desk
• Management
• Office Management
• Supervising Experience
• Supervising experience (10+ years)
• Human Resources
• Recruiting
Languages
• Spanish - Fluent
• English - Expert
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