Service Representative Customer

Location:

Los Angeles, CA

Salary:

$20/hr

Posted:

March 21, 2023

Contact this candidate

Resume:

ROBERTO JOSÉ CASTILLO REVOLORIO

**** **** ** ***** ****** Space # 88 Anaheim Ca. 92807

714-***-****

***.************@*****.***

PERSONAL INFORMATION

Marital Status: Married

Date of Birth: Guatemala, July 26 of 1982

ID No. : 262**********

EDUCATION

Universidad de San Carlos de Guatemala (2002-2010)

Industrial Mechanical Engineering (Ingeniería Mecánica Industrial)

Colegio Don Bosco (1999-2001)

Bachillerato en Computación con Orientación Científica con Especialización en Diseño Gráfico

EDUCATION AND PROFESSIONAL DEVELOPMENTS

English Language: 95% / Spanish Language: 100%

Windows 95 -98 – 2000 – ME – XP, Microsoft Office, Internet, Electronic Mail.

EMPLOYMENT HISTORY

2006 - 2007 TECNOLÓGICO DON BOSCO

SCHOOL

* English Language and Math Teacher

2007-2011 TRANSACTEL – Program Bluestem

* Supervisor for English Servicing and CTC

* Supervisor Collections department

2011-2014/ 247- INC – Program: Citi Bank

oLead Unit Manager for English servicing

oLead Manager of Retention Department

2014 - 2017 - Xerox Company – Program: US Cellular

* Operations Supervisor for Order Processing

2017 / 2019 – Pecuaria Exportadora S.A. (Procasa/Meat House)

oProduction and Logistic Manager

2019/ - Energía Solar Centroamericana, S.A.

oShift Manager

Responsibilities:

Bluestem: -Lead for at least 22 agents. In charge of the Team Agents vacations. Development of the program of the Feedback and performance of each agent in the Team. Monitoring on quality calls. Training on add-ons based in offer and sales of the program.

Collections Department: outbound calls Track customers late in their accounts and offer payment arrangements as their accounts are on pending payments, options for their arrangements:

Payment promise

Payment plan

Onetime payment

Citi Bank – direct charge on 4 supervisor and 1 Unit Manager on the on English customer service department, I review sales performance, missing hour and customer satisfaction (E-sat) it was weekly review so I present this to the Operation Manager and Account Manager of the site, on the first week of the new month I give a presentation for metrics and goals and also action plan for current months.

Retention Department – Direct contact with the Citi bank client to review the performance on the retention department 15 associates:

Customers need to cancel their credit card since the percentage of interest is very high, Settlement options:

Customers need a low percentage to make their monthly payments

The customers will made a total payment to the card using another bank's credit – we offer better option of APR in order they keep them as customers.

Offer payment arrangements without affecting their credit record

Offer better APR in order they continue doing business with us (customers with pass due accounts).

Xerox – Lead of 20 agents that have a direct contact with US Cellular representative in order to give them the appropriate tools and support so they can give the appropriate service to the customers.

Pecuaria Exportadora S.A. (Procasa/Meat House) – Lead of 105 employees, for different areas. Among them Production, Distribution and Coordinators.

Production - 55 employees working in the butcher area

Logistic – 18 pilots for the logistic area of daily deliveries to customers and 14 own sales points (Meat House Stores)

Coordinators – four in different areas and shifts, they support the maintenance of the warehouse plus 28 employees working for the warehouse and distribution.

Energia Solar Centroamericana, S.A. – In charge of imports, logistics, and product transfer to branches, fleet and merchandise costs.

Achievements:

Promoted to Temporary Supervisor after 10

Months as a Customer Service Representative.

Three times, award as Top Supervisor.

Top Performer Team of December 2010 on add-ons Program.

Four times Top Unit Manager for CITI account

Top Lead Unit Manager Citi Sears for the month of December 2013

Promoted to Operation Manager in 2016 Xerox Company.

Promoted from store supervisor to Production and Logistic Manager in 2017 Pecuaria Exportadora S.A.

References upon request

Lic. Andrés Robles