Service Representative Call Center
Resume:
Juan Serna
**************@*****.***
Organized, dedicated, and highly motivated professional with excellent leadership skills. Seeking an opportunity to secure a responsible opportunity within this company to fully utilize my training and skills, while making a significant contribution to the success of the company. SKILLS
Fluent in both English & Spanish
Proficient in Microsoft Office
30 + WPM
Critical Thinking
Communication skills
Active listener
EXPERIENCE
JUNE 2012- PRESENT
Director of Operations /Mexico’s Import’s LLC. / Tucson, AZ
· Responsible administration of budget, inventory, and supply administration · Scheduled and directed staff in work assignments to maximize productivity · Conducted presentations to potential customers and corporations of new products and services · Revenue generation · Provided marketing tactics and sales techniques · Optimized profits by controlling companies’ expenses · Consistently exceeded sales targets by 10-25% ·
02/2020 - 11/2020
Quality Assurance / C3 Customer Contact Channels / Tucson, AZ
· Monitored inbound and outbound calls to identify customer needs and expectations · Determined weaknesses in performance and established solutions to improve & assess associate’s customer service performance· Ensured compliance with company's quality systems· Assisted in developing, creating and implementing call center quality processes and procedures · Participated in design of call monitoring formats and quality standards · Performed call monitoring and provided trend data to site management team · Used quality data management system to compile and track performance at team and individual level · Participate in customer and client listening programs to identify customers’ needs and expectations
· Provided actionable data to various internal support groups as needed · Coordinate and facilitate call calibration center for call canter staff · Provided feedback to call center team leaders and managers · Prepared and analyzed internal and external quality reports for management staff review· 01/2008-01/2019
Customer Service Representative / Trainers Assistant /Citi / Tucson, AZ
·Trained and mentor new hires as directed by management · Answer incoming calls in an efficient and professional manner · Build positive rapport with customers over the phone · Effectively deal with angry callers and upset customers · Apply the proper telephone etiquette to satisfy various customer situations
· Responsible for assisting with customer service inquiries and providing solutions based on client needs in coordination with the Customer Service function · Apply a broad knowledge of Citi’s products, services and procedures to efficiently resolve service issues · Respond to inbound client inquiries and assist with 2
specific service related requests and concerns · Provide solutions to client issues through the usage of all available resources under limited supervision · Identify problem areas and remove obstacles to retain Citi clients · Provide assistance with the delivery of a wide range of products and services to Citi clients as required · Complete assigned tasks in an accurate and timely manner Consistently achieve individual and team performance targets · Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding Citigroup, its clients and assets, by driving compliance·
JUNE 2014- OCTOBER 2015
Assistant Shift Leader / Southwest Key Programs / Tucson, AZ
·Provide supervision assistance when needed to all shift leaders · Assist in all intake process ·Provide direct care and supervision of clients in a residential setting and in the community through the implementation of Southwest Key applied behavioral program · Work with youths with severe mental illnesses and/or youth with emotional and behavioral challenges· Must ensure all forms and clients' services are properly completed in SWK’s web-based program (ETO) to ensure compliance with state and federal requirements · Assist with the coordination of Physical Education instruction and other large muscle activities in coordination with the Program Director or designee as required by state and federal requirements
EDUCATION
MAY 2002
High School Diploma / Nogales, Sonora
Certified Therapeutic Foster Care
Certified Residential Child & Youth Care Professional
CPR, First Aid, and Crisis Intervention (CPI)certification. 3
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