Call Center Customer Service
Resume:
Gerardo(Gary) Chavez
*********@*****.***
www.linkedin.com/in/gary-chavez-208a5851
Apr 2020 - currently Chem-Systems Site Manager
Manage accountability of site personnel
Interview, hire and dismiss employees
Oversee fabrication and modifications of existing machinery
Approve and coordinate Safety program
Manage visitors for inspections by the city and county
Develop relationship with environmental team
Train the management team for leadership and development
Implement procedures to reduce costs and maximize production
Initiated new inventory procedures for end of the year inventories
Mar 2018 – Apr 2020: Baker Ripley Houston, TX Work Based Learning Recruiter
Currently support 4 Workforce offices Baytown, Northeast, Northline, and Northshore for WBL.
Manage and schedule recruiting appointments by prioritizing.
Actively recruit employers to join the WBL program and employ candidates.
Recruit candidates for the program Summer Earn and Learn Program.
Conduct presentations for the summer Earn Learn groups.
Audit candidates’ status on the different systems
Recruit candidates for the Work Based Learning Program.
Update on daily basis the FACS tracking program.
Maintain notations on the TWIST system.
Coordinate new hire orientation with employment counselors
Set up employer orientations with new employers.
Furnish information to Program assistant for proper information distribution.
Ensure all employer folders have proper documentation for prior to employees being placed.
Conduct case management for the Hurricane Harvey initiative.
Conduct and document Work Based Learning candidate’s case management
Conducted quarterly performance evaluation with current employer.
Attend various job fairs and community events to recruit employers and participants.
Trained candidates on new job tasks and safety procedures.
Conducting unannounced visits to evaluate work performance and customer complaints.
Identify and recruit within certain communities to enhance youth productivity.
Build relationships with community establishments, Non-Profit organizations, Schools
Conduct presentations to communities’ entities such homeless, under privilege, Women’s shelters
Jan 2013 – Mar, 2018: Link Staffing, Houston, TX: On-Site Recruiter, Mgr.
Recruit, follow up and conduct the hire orientation process.
Conduct on site Plant orientation and Safety briefing.
Provide knowledge of Critical Safety rules and Critical Quality rules
Train on Emergency evacuation procedures.
Fire extinguisher, Forklift driving, lifting and PPE usage training.
Suspended loads procedures and high traffic area crossing procedures.
OSHA 10 certified to conduct weekly safety meetings.
Recruiting by using different social media applications.
Furnish information to authorized agencies and personnel.
Coordinates development and reconciliation of new employee files.
Preparing reports for employment records.
Organize, conduct and coordinate recruitment process different entities.
Conduct with running background and reference checks.
Administer substance abuse test.
Verify screening of I-9 and supporting documents.
Process and review employment applications to evaluate qualifications.
Answer HR related questions in a professional manner.
Explain company personnel policies, benefits, and procedures to employees
Staffing, recruitment, training, grievances, performance evaluations, classifications,
and employee leaves of absence.
Mar 2010–Dec 2012:Cooper Installations, Houston,TX: Gulf /West Regional Operations Mgr.
The Sales, support and customer service development skills provided to 32 Houston
Home Depot stores.
Providing problem resolution using resources and procedures in a timely manner.
Daily Store and Job site visits – training with associates and management.
Focal communication with The Home Depot’s Region District Service Managers.
Conducting Sales and Product Knowledge training on each store visit.
Attending store meetings including some weekend events to train on best practices.
Being the Single Point of Contact for resolving customer and store issues.
Communicating with store associates/management and Dallas Corporate Office
Daily written recaps of store evaluations consisting of interaction, installation reports and warehouse reports.
Ensuring all installers proper materials, documentation and prepared for the day’s
installs and routes are mapped out to their job-sites in a timely manner.
Ensuring all installers comply with standard operating procedures and are compliant
as per The Home Depot badge guidelines.
Develop constant and concise communication with Lien Waivers and work orders to
DFW corporate office.
Ensuring customer, installer and store understand realistic expectations by using
diplomatic communication.
Conduct weekly Installer training for hard surfaces and carpet flooring.
Manage assisting and mentoring operations managers in Northern Texas, RGV and
West Texas regions.
Mar 2009–Mar 2010: Redcats USA, El Paso, TX: Call Center Customer Relations Mgr.
Responsible for implementing and managing internal and external projects,
briefings, project plans, and procedures based on business needs.
Maintained constant and concise communication between upper management and
call center operations to complete assigned projects.
Managing all dialers to ensure compliance, availability and prioritizing of proper jobs
loaded to achieve company goals.
Responsible for hiring, coaching, training and developing sales representatives and collectors.
Providing weekly feedback on call quality, performance data and on future company
goals by emphasizing the urgency and needs of the business.
Responsible for 63 overnight sales, customer service agents.
May 2006-Mar 2009: AT&T, El Paso, TX: Call Center Operations Technical Mgr.
Provided teams with strategies of special Sales projects.
Resolving and closing escalated issues with clients either via phone or in person.
Conducting daily data transfer meetings with clients while
Providing daily feedback on call quality, performance data, and on future company
goals and objectives while emphasizing the needs of the CSR.
Responsible for hiring, training, coaching, and developing new technical agents.
Providing training on the company values, benefits, and overall strategy and goals.
Provided monthly feedback sessions with 25 team members.
Reviewing their own individual progress on specific goals and areas of opportunity
within the organization.
Left to manage call center when Area Mgr was traveling or in training or vacation.
July 2004–May 2006: El Paso Times, El Paso, TX: Call Center Advertising Mgr.
Directed all activities in the facility involving 56 consultants in various fields,
establishing and meeting daily deadlines within the organization.
Responsible for ensuring clients’ issues and/or problems were favorably resolved in a
timely fashion.
Managing and training up to four (4) junior supervisors in various department in order
to ensure continuity in dealing with issues affecting clients’ accounts.
Responsible for training national and local advertising staff for employment ads
accounts.
in assumptive sales techniques that emphasized clients’ goals and satisfaction.
Reviewing various media competitors’ performance strategies and coordinated the
implementation of alternative sales techniques and/or marketing programs to remain
competitive.
Responsible for generating the annual budget for the section to include creation and
implementation of quarterly flash goals; recognized for exceeding quarterly
performance goals on a recurring basis.
July 2000-June 2004: Providian Financial, El Paso, TX: Call Center Collections Mgr.
Responsible for implementing and managing all internal and external projects,
briefings, project plans, and procedures based on business needs.
Maintained constant and concise communication between upper management and call
center operations to complete assigned projects; managing all dialers to ensure
compliance.
Prioritizing of proper jobs loaded to achieve company goals and maximize csr’s efforts
Responsible for the hiring, coaching, training and developing of sales representatives
and collectors, while providing weekly feedback on call quality, performance data and
on future company goals by emphasizing the urgency and needs of the business.
US Army veteran
Education: Riverside High School El Paso, TX
Vincennes University/EPCC El Paso, TX
University of Phoenix (3yrs +) Santa Teresa, NM,
3 credits short of Bachelor Business Management.
Computer Skills: Proficient with MS Office applications.
Areas of Expertise: Spanish Linguist, International Relations, Purchasing Agent, Leadership Counselor, Tactical Operations Instructor, Transportation Coordinator, Test Administrator, Inventory Management, Customer Service and Operations manager.
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