Customer Service Quality Assurance

Aldo Anthony Alvarez

DOB: June *rd, **** Boston, Massachusetts, USA

Address: Baldwin New York, United States

Email: ******************@*****.***

Cell Phone: 516-***-****

SUMMARY

I am a dedicated person with over 20 years of customer service skills seeking a managerial position in sales and customer service. I am fluent in both English and Spanish and my family is very diverse which enables me to capture the attention of various cultures and people. Motivated by feedback, I am ambitious to exceed performance goals for myself and any team in which I work. Over the past 10 years I have held numerous training workshops in the call center industry as project manager. I pride myself on attention to detail demonstrating exceptional analytical and organizational skills. I transition easily between tasks, and delegate duties with clear specific roles that give me the ability to prioritize and meet challenging deadlines.

Proven expertise in:

●Quality Assurance

●Training

●Leadership

●Coaching/mentoring

●Sales

Customer Service

PROFESSIONAL EXPERIENCE

BPA Quality, Melville, NY

Quality Assurance Manager/Trainer, 2008 - Present

Train, coach and motivate analysts, clients, and colleagues domestically and internationally to ensure optimum efficiency is maintained consistently. Conduct daily quality checks for analysts and colleagues on multiple projects to ensure adherence to company policy and procedures. Organize and lead internal and external calibrations/meetings with clients and analysts.

Key Contributions:

●Created FAQ’s for several projects

●Created Quality Assurance reports with weekly/monthly statistics to show analysts performance

●Trained and manage our Vendor client in Belize

Urban Books, New Babylon, NY

Warehouse Manager, Feb 2008 – June 2008

●Supervised all activities and employees in the warehouse.

●Assisted customer with general inquiries.

●Managed all book orders and maintained reports for 5 stores.

Key Contribution:

●Created system to organize and track all orders

Baron Health Island Park, NY

Office Assistant/Pharmaceutical sales/Telemarketing, 2007 – 2008

●Handled daily office duties and shipping activities.

●Provided sales assistance and other services to customers in Puerto Rico in Spanish daily.

●Proofread and edited agreements, briefing books and other documents.

●Organized telemarking strategies targeted in Puerto Rico.

Key Contribution:

●Created a new filing system to organize marketing correspondence.

VOLUNTEER:

Baldwin Bombers, Baldwin NY

Football Coach/Social Media Manager, 2017 – Present

●Coach, train and motivate local youth football team.

●Created Facebook Fundraiser page to assist with offsetting registration and equipment for team.

●Assisted with recruiting new team members by using social media platform, flyers and networking events.

Key Contributions:

●Streamlined recruiting process by creating guidelines & structure

●Started fundraising to offset the team’s cost.

●Manage Social Media Platforms

ADDITIONAL VOLUNTEER EXPERIENCE:

President of Event Planning Committee, BPA Quality

Baseball Head Coach, Baldwin Little League, Baldwin NY – 6 years

Football Assistant Coach, Baldwin Bombers, Baldwin NY– 6 years

Basketball Coach, Baldwin PAL, Baldwin NY– 6 years

Caterer/Owner, Melting Pot Catering, Baldwin NY – 4 years.

EDUCATION AND CERTIFICATION

Small Business Management

Nassau Community College, Garden City NY

Business Administration

Farmingdale University, New York, NY

PERSONAL AND PROFESSIONAL SKILLS

Languages: English and Spanish

Computer Skills: Microsoft Office Cores Recording systems: Avaya, Nice, Verint, Nexidia, Speech Miner, ETS, Zoom, Microsoft Teams, Cisco, Voyager, BPA Builder

HOBBIES

Saltwater aquariums, Basketball, Travelling, Music

Reference: Available upon request

Contact this candidate