Service Representative Customer

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Hugo Garzaro

Miami, FL ***** • 786-***-****

************@*******.*** • www.linkedin.com/in/hugo-garzaro-9a8a06245 Profile

Expertise in several Management duties for Customer Service where the company develops a variety of services and fits different client requests.

Develop processes and reports to optimize support to the top level and fulfill client expectations. Quality projects and customer satisfaction surveys, Budgets, Contracts and Revenue. Self-starting Management experience. Expert in sales, client relations and Customer Service. Streamlining processes for improved account growth. Dedicated to detailed, accuracy and quality work. Professional Experience

Account Manager /budget and Payroll Expert Teleperformance January 2018 - June 2022

Management /Supervision over team’s goals and performance daily reports and tracker updates to upper Management

• Contributed to annual revenue goals offering new services based on client feedback

• Analyzed account details such as performance, Quality measurement, frequent behaviors and client comments to enhance understanding of effectiveness according to client needs.

• Develop new processes to improve an easy understanding of data analysis

• Manage, coordinate, and prioritize multiple tasks and reports to forecast expenses and revenues to establish department's financial position. Evaluate and analyze financial reports to discuss financial data status and future requirements

• Prepare and update payroll cycles according to payment’s calendar, update profiles and apply applicable deductions

Account Manager/Trainer Intelenet LAT AM Services January 2016 – January 2018

Coordinate and prepare training material to position the company with a notable growth, driving trainings for new hire agents.

Perform duties in accordance with company standards, policies, and regulatory guidelines, provide easy learning material and a safe working environment.

Maintain energy and enthusiasm in new hires and create a fast-paced environment. Provide a successful working team even with tight deadlines

Promote annual surveys to evaluate company values, working environment and client satisfaction VOC, VOB & VOP close-out processes and gaps to assist upper management in preparing strategies and provide solutions. Coach employees to supersede call quality based on client feedback, and provide guidance and proficiency Maintain a understanding overall business goals, tailoring new hires and continuing training towards reaching prescribed targets. Mentor junior personnel through onboarding processes and during ongoing training, promoting philosophies of constant improvement

Sr. Team Supervisor Intelenet LAT AM Services January 2014 – January 2016

Interact with cross-functional support groups to manage day-to-day operations, identify and resolve operational problems using defined processes, expertise and judgment. Communicate policy updates and company information through team meetings, feedbacks, coaching and one- on-one development sessions.

Document coaching and development sessions, corrective actions and performance improvement plans to help staff meet key performance indicators. Create follow up plan for outliers according to company policy Hugo Garzaro – Page Two

Maintain awareness of basic policies and regulations and kept up-to-date HR company policies. Assist with input for forecasting, training program assessment and quality assurance program calibration. Manage Performance and Quality reviews for team members, analyzing individual employee achievements and overall trends in workforce execution metrics.

Partnered with training Department to train and develop team member skillsets and competencies. Define key performance indicators, clear, attainable landmarks for performance measurement Team Supervisor Intelenet LAT AM Services January 2011 – January 2014

Oversee, Develop, recommend, and implement actions to improve productivity, performance, quality and career path for staff members.

Shadow support for team’s outliers, follow-up and tracker improvement Additional Professional Experience:

Customer Service Representative, Intelenet LAT AM Services (2010 – 2011) Operations Manager, Import/Export, InGear Fashion (2008 – 2010) Assistant Manager, Food & Beverage, Doral Country Club (1998 – 2008) Assistant Manager, Housekeeping, Sheraton River House (1997 – 1998) Education and Credentials

Mariano Galvez University, Guatemala

Accounting And Business Management (no Degree)

Business School Guatemala

Graduated as Expert Accountant

Technical Skills

Microsoft Office (Word, Excel, PowerPoint)

Other Skills

Six Sigma Yellow Belt Expert. Qualifying Leads. Lead Generation. Teamwork Revenue Growth. Time Management. Performance Evaluations. Account Management Customer Service Business Development. Profit & Loss Accountability. New Business Opportunities

LANGUAGES

Spanish/Native. Bilingual

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