Call Center Assistant Manager
Resume:
Alejandro Ugarte Richland Community College - AS in Science – GPA 3.6
***************@*****.*** University of Texas at Dallas - Still Attending- GPA 3.4
Skills/Abilities
• Able to supervise and handle high call volume pressure and activity while prioritizing between tasks and concluding the day, week, and month surpassing goals. Adaptable to changing environments, situations and pace.
• Proficient computer skills including Microsoft Office (especially Excel) and high WPM.
• Accustomed to neutralizing emotional customers and situations to realign the objective.
• Experienced in creating positive customer relationships and effective organizational behavior to work within and lead a team. Bi-lingual (English/Spanish).
EXPERIENCE
Pottery decoration business, self-employed, WFM 09/2021 – Present
• Seek & market products on Marketplace app & learn the ins-and-outs of Amazon.
• Negotiate with and sell pottery to local customers throughout the varying seasons and year.
• Restock, unload, and unpack goods every two months after receiving new materials from international business contact. Negotiate prices with business contact and dedicate to learning new pottery products.
John Trucking LLC, Dispatcher 03/2020 – 09/2021
• Utilize DAT Load board to search for and calculate the best rates for truck drivers while booking their next (and possibly/favorably return) load(s).
• Negotiate prices with brokers for load maximization by considering factors like load-per-truck ratio, cost-per-mile, deadhead miles, drop-off locations and motivated customer service.
• Manage and supervise tracking for cargo deliveries using TMS, Excel, and SAP on appropriate and earliest time up to, and exceeding professional standards, while updating brokers.
• Change strategy and prepare for highly active and profitably beneficial season(s) of the year using teamwork and logistics experience to maintain and increase competitive advantage.
• Collect and process revenue with upstanding performance metrics relating to freight booking, receiving, and transportation while encouraging the same for truckers and team.
El Patroncito Assistant Manager 5/2007 – 6/2014 & 01/2018-03/2020
• Assist in taking orders (working cash register and waiting tables) from customers in a fast-paced environment while assuring customer satisfaction for a strong, loyal and happy clientele.
• Assist in cleaning, maintenance, and cooking as well as purchase equipment and food.
• Maintain food at its best quality and in compliance with FDA regulations along with all procedures and environment. Transport, serve, and set up buffets at the request of large party orders.
• Earning and sustaining title as Assistant Manager while learning how to supervise, interview, resolve team issues, provide customer satisfaction, and set restaurant’s reputation to become one of the most recognizable Mexican restaurants in the local Carrolton/Addison area for years.
Willis Towers Watson
Application Data Processor/Benefit Advisor/Customer Service Rep. 08/2015–01/2018
• Completed a pre-licensing course and passed an exam to be issued a general life, health, and accident license by the state to enroll applicants into their Medicare insurance.
• Answer inbound calls from Medicare applicants (English or Spanish speaking) in a call center setting at an appropriate pace at about 7-10 per hour to advise and help them choose their plans during the Medicare enrollment season according to their needs, status, and circumstances.
• Redirect applicants to the correct department and deescalate emotional applicants to realign the process to the objective. Assist other departments in resolving issues.
• Consistently learn new information about Medicare/Medigap, enrollment periods, private insurance plans, or specifications of each insurance company to improve my knowledge on which plans were best suited for the applicants.
• Communicate with teammates about new situations as well as meet our daily, weekly, and monthly goals to maintain positive quality percentages.
Coventry at Iqor Jr. Billing Agent 7/2014 – 7/2015
• Answer phones at a consistent inbound rate in a call center setting at about 7-10 calls per hour to help clients pay their insurance bills within a reasonable time-frame.
• Deescalate emotional, stressed, or abusive clients in order to assist them and maintain customer satisfaction and resolution. Identify the appropriate department for a client’s request.
• Use and master software designed for CoventryOne health insurance. Work within a team to achieve daily, weekly, and monthly goals.
• Assist or advise co-workers with their duties due to the shortage of supervisors compared to Jr Billing Agents. Educate customers on terms, policies, and issues, especially those that only spoke Spanish.
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