Call Center Customer Service

VM

VICTOR MIRANDA

******************@*****.*** 208-***-**** New Plymouth, ID 83655

Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Achievements include improved customer satisfaction scores, increased service quality and reduced call times. Forward-thinking professional adept at developing and implementing successful policies to meet changing demands. Employee Motivation and Performance

Executive Leadership

Operational Analysis

Change and Growth Management

Regulatory Compliance

Strategic Planning and Execution

Relationship and Team Building

Integrity and Transparency

Analytical and Critical Thinker

Contract Negotiation

Thrives Under Pressure

Approachable and Outgoing

Viapath Technologies Fruitland, ID

Call Center Director

11/2021 - 02/2023

Coached team members on metrics and consumer experience behavior identification to improve satisfaction ratings.

Monitored performance by reviewing relevant reporting data and producing statistical reports.

Facilitated individual coaching sessions with CSRs to realign productivity goals.

Set and managed performance benchmarks for call center employees. Created, recommended and implemented policies and procedures for operational and staffing resources.

Accomplished call center resource objectives by recruiting, selecting and orienting new employees.

Conducted periodic performance reviews to determine employee eligibility for merit increases and bonuses.

Used automated call center customer survey and tracking system to gain valuable feedback for continuous improvement efforts. Oversaw corrective action plans to remedy structural, organizational and departmental issues.

Oversaw technological improvements, successfully reducing waste and eliminating business bottlenecks.

Created program to promote new managers from within, leading to cohesive leadership structure.

Global Tel Link Fruitland, ID

Sr. Operations Manager

01/2020 - 10/2021

Utilized knowledge of applications, programming and systems functionality to assist employees with technical needs. Improved services and technologies through continued analysis of system performance.

Created presentations detailing actionable technical improvements to Summary

Skills

Experience

maximize resources.

Kept production in line with company guidelines, compliance requirements and quality standards.

Collaborated with employees to evaluate new software performance and reach technical requirements.

Updated project manager twice weekly regarding status of open projects. Global Tel Link Ontario, OR

Sr. Technical Manager

06/2017 - 12/2019

Supervised implementation project designed to improve system productivity.

Coordinated tasks with business and technology units to keep deliveries and milestones on schedule.

Effectively interacted with cross-functional teams working in analysis, architecture, build and deployment.

Delivered exemplary customer service, prompting positive interactions. Identified resources needed to complete tasks, resolved issues with personnel and maintained deliverable estimates.

Oversaw development, integration and management of application interoperability, coordinating accompanying updates and test cases. Recruited and developed new IT department team members. Prioritized and resolved backlogs to alleviate burden on product owners. Telmate LLC. Ontario, OR

Technical Manager

10/2014 - 07/2017

Effectively interacted with cross-functional teams working in analysis, architecture, build and deployment.

Delivered exemplary mentoring and training to project teams, which included task delegation and performance evaluation to determine project pace and goal achievement.

Communicated well with project teams, internal clients and external parties.

Determined project risk variables by assessing trends, customer impact and regulatory issues.

Delivered updates to appropriate stakeholders on project's status and feedback gleaned from clients.

Reviewed information from projects and suggested improvements gleaned from this analysis.

Telmate LLC. Ontario, OR

Quality Assurance Manager

02/2011 - 10/2014

Trained and mentored project leaders to drive culture change toward total quality mindset across production continuum.

Supervised and guided inspectors, technicians and other staff. Compiled data on quality issues and vulnerabilities and reported findings with suggestions for improvement.

Managed company onboarding processes, interviewing and selecting new quality assurance personnel.

Managed supplier key performance indicators and checked materials for compliance with specifications.

Established product specifications and quality assurance practices. Leveraged operational statistics to implement continuous improvement programs and generate substantial revenue gains.

Weiser High School Weiser, ID

High School Diploma

05/2004

Education and Training

3.7 GPA

Spanish:

Professional

Negotiated with vendors, saving company $50-$80k annually. Languages

Accomplishments

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