Jesse G Pimentel

909-***-**** adxzwk@r.postjobfree.com

Objective

To bring an infectious passion and ambition that has a daily impact on contributing to an organization focused on continuously improving consumer experiences.

Education

ASSOCIATES 03/2005 ITT TECH

•Major: Software Applications and Programming

•Minor: Database, Introduced to HTML and other web scripting authoring tools

Skills & Abilities

MANAGEMENT

•9.5 years combined

•1.5 year retail

•8 years call centers

SKILLS

•Excellent organizational and communication skills

•Proven leadership skills

•General understanding of economic, financial and operational concepts

•Ability to handle multiple priorities and motivate others in fast paced environment

•Customer Focused, data driven, and goal oriented

•Critical thinker with a team mentality and approach

•Administrative data entry

•Business acumen while adapting.

CUSTOMER SERVICE AND SALES

•20+ years of various avenues

•Customer facing and phone support

•8 years of call center experience

•Proven Customer Service skills

TECHNICAL KNOWLEDGE OF COMPUTER APPLICATIONS

•Proficient in Office 365 Suite(Ex:Excel, powerpoint)/iWork(Apple)/ Google suite

•Experience with Salesforce, ROAR, Jira, Amazon Workspace and Citrix CMR Applications

•iOS, Mac OS, Watch OS based Devices and Microsoft OS and Android based Devices

•Cisco, Oracle, Avaya, and Interaction Desktop phones systems

•Experience with Workforce Optimization Software (e.g., NICE and IEX), and limited ACD technology (e.g., Avaya, Cisco).

•PTO requests, Payroll submissions, Scheduling, Performance tracking and Timekeeping system applications

•Trapeze PASS dispatch and transportation technology system.

Experience

SUPERVISOR TRANSDEV 04/2022 - CURRENT

●Monitor inbound call volume via phone system ensuring service goals are met daily, which includes offering early release or increase staffing based on call volume needs.

●Maintain proper staffing levels for the department based on operational needs.

●Ensures that staff performance is in compliance with established procedures and meets or exceeds departmental performance standards.

●Handle’s escalated calls and multitask

●Assist staff with any questions to ensure proper handling of customer issues or concerns.

●Ensure E-mails and other time sensitive duties are done in a timely manner.

●Ensure adequate standards are met for attendance and adherence

●Review daily operational reports to make sure service goals are met.

●Use effective verbal and written communication to distribute the most current information to the team members.

●Give ideas and suggestions on improvements for the operation.

●Create an atmosphere of professionalism & mutual support among employees.

SUPERVISOR PEARL INTERACTIVE 02/2020 – 10/2020, 02/2021 - 11/2021

•Delegate tasks to Lead CSR and approve hours for payroll submission

•Work with WFO for schedule exceptions and open any technical issue tickets

•Interview, hire, train, and monitor job performance.

•Conduct meetings on a regular basis to communicate changes or updates in policies, procedures and to share best practices.

•Monitors service calls for accuracy and to identify training and coaching opportunities.

•Monitors individual, team, and call center results for performance trends to ensure attainment of goals and performance targets.

•Handles escalated calls for complements and complaints in a professional manner.

•Help to create processes to standardize procedures for improved efficiency.

•Identify performance issues, provide corrective action and P.I.P.’s if CSR’s are not meeting performance criteria.

•Managed a whole department of over 100 CSR's while maintaining performance standards, training updates, processes, procedures and implemented a way to streamline performance records that was utilized across all contracts.

TRAINER MAXIMUS 10/2020 – 01/2021

●Facilitate virtual and non-Virtual-instructor led training (VILT) classes for COO CSRs.

●Conduct Training for Marketplace CSR’s

●Supervise and report on progress of trainees during training period.

●Identify performance issues, provide corrective action and suggest termination for CSRs not meeting performance criteria in the training classroom.

●Apply knowledge of the COO Training Program and Quality Call Monitoring guidelines.

●Take calls when in contingency.

●Attend conference calls and meetings, as needed.

RECEIVING TEAM LEAD MACY'S 05/2019 - 02/2020

•Assist customers in all aspects of total store fulfillment and have the ability to satisfy the needs of our digital and physical customers by making appropriate partnerships when necessary.

•Oversee receiving team in the general shipment process

•Ensure that all receiving activities are in accordance with productivity standards timelines

•Clearly communicate all policies, procedures, and standards so they are followed by Colleagues

•Assist the Merchandise Team in the movement of fixtures and merchandise for new product, season changes, and clearance sets

•Manage the processing of damages, transfers, and return to vendor merchandise

•Follow shortage programs and procedures as they pertain to the receiving function

•Complete operational tasks such as trash, hanger collection, assign special projects as needed and oversee customer carry outs.

OPERATIONS SUPPORT LEAD REMX 11/2018 - 4/2019

•Track daily attendance while ensuring daily schedule adherence is maintained

•Update agent performance stat grids daily

•Reporting and submitting any service requests

•Monitoring, addressing and filing of operations email box

•Problem solving

•Approving benefit summaries and assigning/reassigning Benefit Investigations

TEAM MANAGER CONCENTRIX 10/2014 – 10/2018

•Monitors individual, team, and call center results for performance trends to ensure attainment of goals and performance targets.

•Manage teams Payroll

•Interview, hire, train, and monitor job performance.

•Conduct meetings on a regular basis to communicate changes or updates in policies, procedures and to share best practices.

•Monitors service calls for accuracy and to identify training and coaching opportunities.

•Identify performance issues, provide corrective action and P.I.P.’s if CSR’s are not meeting performance criteria

ASSOCIATE/DEPARTMENT MANAGER WALMART 01/2006 – 02/2011

•Utilized in many different roles such as restocking, unload trucks, mixed paint, register trained

•Trained in numerous departments including Tire Lube Express, Electronics, Photo, Hardware, Sporting goods, Toys, Fabrics, Garden, Connection center, and Pets

•Department manager Duties – Track and order inventory, limit shrink, ensure state law compliance guidelines, delegate daily responsibilities of subordinates

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