Service Representative Customer
Resume:
ROBERTO JOSÉ CASTILLO REVOLORIO
**** **** ** ***** ****** Space # 88 Anaheim Ca. 92807
adv180@r.postjobfree.com
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
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
COO – Pecuaria Exportadora S.A.
Ing. Edgar Maldonado
Sales and Project Manager - EATON
Lic. Colin Banning
Executive Director - TGB Consulting Attorney
Ing. Rolando Robles
CEO – Pecuaria Exportadora S.A.
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