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Customer Service Licensed Realtor

Dallas, TX
June 27, 2022

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*** **** **** ** • EULESS, TX *****

PHONE 682-***-**** • E-MAIL



Motivated, proven performer seeking to acquire a challenging position that will enhance my analytical and customer service skills, expand my knowledge and maximize my capabilities. WORK EXPERIENCE

December 2013 – May 2016 NCH Corporation (LSP Products Group) Irving, TX Customer Service Supervisor for LSP Products Group

• Provide leadership and direction to the LSP Customer Service team

• Ensure all customer needs are met

• Measure daily productivity and performance, correcting deviations, reporting results and make recommendations for improvements

• Assist in establishing annual goals and developmental plans and such other duties as assigned

• Build strong relationships throughout LSP and PPG while maintaining objectivity and best supporting PPG’s long-term objectives

• Drive team to build customer relationships and conduct inside sales calls thus increasing revenue for the company

January 2012 – May 2013 AmTrust Financial Services, Inc. (Warrantech) Bedford, TX Customer Service Supervisor for Presidential and Customer Care

• Supervises the day to day activities of team members within the AMT/OEM warranty operations. Evaluates and coordinates the workflow and activities of the operation to meet the volume management target

• Provide direction and guidance to ensure consistent achievement of key performance metrics including but not limited to Attendance, Schedule Adherence, Average Talk Time, Hold, After Call Work, and AUX times such as breaks, lunches and special projects

• Receives and resolves escalated complaints including researching and resolving escalations directly from the customer, client, BBB or any other external party.

• Achieve, measure, report and communicate goal attainment for assigned team

• Develops and maintains area specific records, reviews and interprets reports

• Ensure accurate and timely communication of issues to Manager, team and client

• Coach, mentor, and develop agent team for skills expansion and promotional opportunities

• Responsible for hiring decisions and progressive performance of team members; trains new employees and answers existing employees’ questions

• Maintains positive morale while accomplishing goals of call center operations

• Establishes and executes controls to assure that the quality of the work meets and exceeds standards

• Reviews and analyzes processes, procedures and workflows to identify opportunities for process improvement and efficiency then implements new ideas to increase effectiveness and efficiency for customer, team and company benefit

• Recruit, hire and recommend or initiate promotions, transfers and disciplinary action

• Manages personnel administration including employee evaluations and salary administration

• Participate in the specialized training and handling of complex claim matters and projects requiring advanced warranty knowledge and experience

• Manages the development and training of team members including monitoring calls to ensure first class customer service by team members

• Builds and establishes good working rapport with clients to ensure open communication channels and increased productivity for all parties September 2008 – January 2010 The Beryl Companies Bedford, TX Team Lead

• Responsible for providing team leadership to a customer-focused team who ensure that customers and clients are satisfied, and their needs are fulfilled

• In accordance with organizational goals, provided direction to team on activities and behaviors. Identified and analyzed problems; plans tasks and solutions

• Represented the team, presented team suggestions and recommendations on processes and procedures in accordance with organization cost, quality, and productivity goals

• Made recommendations for hiring, performance evaluation, training, work allocation, and problem resolution

• Participated in the development of operating goals and objectives for the unit; recommended, implemented, and administered methods and procedures to enhance operations

• Mentored and motivated team members to enhance skill level as part of the management succession program

• Recruited, hired, trained staff, supervised, evaluated employee performance, and recommended or initiated promotions, transfers, and disciplinary action

• Monitored & observed calls and provided timely feedback to ensure quality standards and compliance with policies and procedures

• Coached and motivated direct reports and provided feedback to ensure performance objectives are being met

• Acted as the primary point of contact for team member questions, issues and escalations

• Maintained positive morale through effective motivation, communication and leadership

• Communicated important information through team meetings, letters and e-mail as well as providing daily support for job-related questions and approvals

• Took a leadership role in key committees and in planning/coordinating Center events and activities

• Set the example of the Beryl Spirit and other core competencies to all Beryl coworkers August 1996 – September 2008 American Airlines Fort Worth, TX Customer Service Team Lead in the AAdvantage Department

• Established the vision and strategy for the AAdvantage Customer Service team

• Provided leadership support to the Supervisors on a variety of customer, program and employee issues

• Managed multiple projects for AAdvantage Customer Service that improved the representative and customer experience as well as generated revenue for the AAdvantage Department and American Airlines

• Identified training needs of the AAdvantage Customer Service team (250 employees) and developed targeted training solutions to improve working knowledge, skills and abilities of team members

• Prepared packages and proposals for Management and Leadership teams

• Collaboratively worked with other Team Leads to ensure that organizational messages are consistent across the teams

• Resolved questions and issues related to program policy and procedure including suggestion program and policy enhancements

• Promoted employee engagement and coordinated team activities Customer Service Supervisor in the AAdvantage Department

• Led a large staff of customer service representatives who answer incoming telephone calls and/or respond to incoming email/mail correspondence from AAdvantage members

• Responsible for employee development including coaching and counseling to ensure department quality and productivity objectives are met including conducting annual performance appraisals

• Measured the effectiveness of employee interaction with members and used results from those coaching and counseling sessions to improve performance and also to develop policies, procedures and quality standards for the department

• Identified appropriate topics to include in employee briefing sessions, developed curriculum/agenda for same and presented material in group settings

• Conducted interviews and hired employees for a number of positions within the team

• Planned and carried out employee engagement initiatives

• Conducted investigations for AA Code of Conduct violations on an as needed basis Policy Development and Operations Support Staff in the AAdvantage Department

• Worked with Analysts to identify and reported partner trends and issues that drive customer contact

• Identified operating improvements (internal and external) resulting in lower costs and improved customer service efficiencies

• Recommended and developed action plans and strategies to reduce manual transactions, customer contacts and partner driven transactions

• Ensured ongoing improvement of the quality of work performed by our outsource team

• Oversaw quality assurance and control of work output from our outsource team with a goal of providing better customer service and decreased headquarters rework

• Initiated new/updated processes to encourage member advocacy

• Handled all award-editing functions including creating new awards, updating existing awards and maintaining the award database

LCD Supervisor in the AAdvantage Department

• Performed various supervisory and project management duties pertaining to the service requirements of the department

• Utilized coaching and counseling techniques, investigative study and communication skills to assist AAdvantage representatives in understanding their job duties and work life experiences

• Provided temporary coverage as acting supervisor for a variety of departments and teams within AAdvantage Customer Service

• Interacted with management peers to achieve departmental goals EDUCATION

1990 – 1994 Trinity High School Euless, TX

Graduated with Honors


• Proficient in Microsoft Office applications: Excel, Outlook, PowerPoint, and Word

• Successfully completed courses in Accelerative Learning, Conflict Resolution, Generational Differences, Leader Skills, Effective Time Management, “The Oz Principle,” and “The 7 Habits of Highly Effective People”

• Skilled in AS400, CRM Applications, Avaya and Rockwell phone systems, Oracle, CMS Supervisor, Salesforce, LiveOps, and Sabre

• Prior Licensed REALTOR ®

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