Customer Service Branch Manager
Resume:
David Rector
Dependable with proven results
El Paso, TX 77007
adycol@r.postjobfree.com
If you're looking for somebody to meet you your daily goals and surpass your expectation I have a proven track record of delivering results!
Authorized to work in the US for any employer
Work Experience
Sr. Coaching Specialist, Coaching Specialist Seasonal Coach/ TL, CSR Dial America - El Paso, TX
September 2017 to Present
• Sr. Coaching Specialist - (Collaboration & Problems Solving) Agent development / Mangers Development
- What I am most proud of is being able to grow agents from day one on the phone to Mentor Positions, TL's, When we had to change from on site to work at home I was able to be part of the front line of helping grow the at home work and manager & development of the agents over Teams, E-Mails and Phone calls. This help increase production hours that help overall revenue generation and kept site and program growing.
• Coaching Specialist - (Creativity & Communication) Agent development / Mangers Development - What I am most proud of is being able to grow agents from day one on the phone to master the Call Process, Mentor Positions, TL's, Trainers, Admin in front desk.
• Seasonal Coach/ TL - (Problems Solving & Collaboration) Agent Development - What I am most proud of is that I was able to recognize that the way the reporting numbers that were coming out where not correct. After looking working on it was able to advise what the problem was with the math and able to provide correct process. After working with my manger, they were able to change the process for the program and site to ensure to get the right information to the teams and clients.
• CSR - (Creativity & Problems Solving) As a CSR I place out bound phone calls for customers from across the country and assist them with customer service questions and technical troubleshooting issues. What I am proud of is that after years of being off the phones I was able to still become one of the elite agents on the program This was truly a humbling experience. West Business Services, Omaha NE
Operations Manager/ Operations Team Supervisor/ Customer Service Manager West - Omaha, NE
2013 to 2015
Creativity & Collaboration) Responsible for supervising the activities of assigned operation employees to ensure quality performance, in-depth product knowledge, and adequate staffing order to exceed the client's goals and objectives. What I am most proud of is when I was assigned to a new site, after short time I was able to see that the sites Efficiency was not in line with the company's standers was around 15-17% when goal was 5-7%. I was able to gain the buy in of the new staff and come together with a game plan and after short turn around time of 2-3 months we had changed the site's Efficiency to goal. This improved Revenue Generation & Cost Control.
Temporary Assistant Branch Manager, Trainer, Team Leader Hinduja Global Services - El Paso, TX
2008 to 2012
Communication & Collaboration) Trained the staff on how to exercise Action Planning techniques with an emphasis on monthly, weekly and daily planning techniques and activities to meet goals. Trained to used Developmental Tactics such as Skill Transfer, Acceleration Huddles, and the DIRECT Feedback model, to improve coaching effectiveness. Went overseas twice and made friends and colleges that where life lasting. What I am proud of the most is being assigned to Assistant branch Manager in Manila. Where I was able to help start up a site from day one. We trained all staff to include upper-management, trainers an Agents at the same time. After training being part of the start up and help guide teams and staff though calls and operations. Was sent back to help with other site overseas in Iloilo. West Business Services, El Paso TX
Production Manager, Trainer, Manager, Subject Matter Expert Training Department
1999 to 2008
Problems & Solving) Responsible for assisting the Branch Manager with supervising, training, and providing leadership to assigned sales room; continuously strive to meet all quality; performance, and hours goals on assigned projects: and ensuring adherence to company policies and procedures. What I am proud of the most is being able to learn all areas of call center world by being able to work in the Training Department, Human Service, Quality Assessment, Payroll & Production. Education
Business Management
University of Phoenix
Computer Accounting
International Business College
High school diploma or GED
Skills
• Accounting
• Accounts Payable
• General Ledger Accounting
• Production Management
• Tax Experience
• Accounts Receivable
• Office Management
• Account Reconciliation
• Analysis skills
• Financial Report Writing
• Microsoft Dynamics GP
• Management
• Payroll
• Landscaping
• Journal Entries
• Bank Reconciliation
• Financial Statement Preparation
• Financial Analysis
• Business Analysis
Languages
• Spanish - Fluent
Awards
Ace awards achieving customer excellent Gem going the extra mile award
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