Call Center High School
Resume:
Eric M. Sierra
Middleburg Fl. *2068
*********@*****.***
Objectives:
To obtain a position in a growing corporation in which I can utilize my proven customer interactive communication skills and leadership skills. My goal is to significantly impact the completion of company objectives while allowing me to support and promise the company idea of 100% satisfaction.
Qualifications:
Quick and precise at acquiring new skills.
Detail oriented.
Dedicated and reliable employee.
Exceptional in MS Word, Excel, PowerPoint, Outlook, Internet/Netscape Explorer and standard office equipment.
Able to work in a high tempo work environment while juggle multiple tasks simultaneously.
Excellent verbal and written communications skills.
Proved organization skills
very proficient with programs as Livevox, Latitude, Cubbs, MSP, Fidelity, Host.
Education:
2006 Enrolled at Florida Community College of Jacksonville, Associates in Arts- Accounting
2005 Robert E Lee High School, High School Diploma
Employment:
July 2020 to Current Victory Phones Live – Remote Call Center Manager
Create reports and spread sheets to track agent performance improvement
Track, review, and submit agent payroll
Train new agents to become productive agents
Train supervisors on how to coach agents to improve production
Build dialer campaigns and create strategies to meet client expectations
Create agent profiles
Invoicing
Febuary 2018 to March 2020 CCI Contract Callers Inc. - Call Center Manager
Manage two call centers, one onsite and one-off. The onsite office had roughly 35-50 employees, and the offsite had 25-35 employees.
Set Schedules, monitor employees' adherence, and hold agents accountable for not following.
Hold agents accountable for all company policies.
Service accounts while meeting client expectations.
Meet with client on a daily/weekly/monthly basis to give performance updates.
Train and develop supervisors to be able to run teams successfully
train agents to perform at the highest level to keep our company competitive.
Assumed all responsibilities of a Recruiter as well as trainer.
1. advertise and recruit for new employees
2. interview potential talent
3. decide on staffing as well as negotiate wages
4. complete onboarding process
5. host two-week training class of 10-20 people at a time
build and load HCI dialing campaigns
monitor work efforts on inventory.
monitor agent performance as well as KPIs daily, weekly, monthly. (KPI's include but are not limited to, wrap time, Not Ready time, agent talk time, agent available time, overall productivity, conversion rates, etc.)
create reports (able to provide examples) using MS Excel to show details on the client as well as agent performance and efforts.
June 2016 to January 2018 CBA Collection Bureau Associates of Georgia - Operations Manager
Managing a staff of 8-12 people
Scheduling
Controlling day to day operations
Run performance reports daily and reviews monthly
Strategizing on how to work inventory
Training of new hires
September 2014 to march 2016 ERC Enhanced Resource Centers- Team Lead
Assist consumers in negotiating settlements for credit card debt
Monitor payment plans and ensure all transactions are completed
Make sure accounts were closed in a timely manor
Work hand in hand with clients to insure consumers satisfy their contractual agreements
Fast passed calling
Keep track of personal as well as team revenue
May 2008- Current Self Employed Rock’n Florida Entertainment – Owner
Deliver World Class Customer Service Satisfying dozens of customers at the same time
Being in Charge of up to 10 employees at once making sure they have all the tools they need to do their job
planning/ running/ creating/ hosting events for business to grow business
April 2011 to July 2014 ARS National Services/ Level 4 (Team Lead)
Assist consumers in negotiating settlements for credit card debt
Monitor payment plans and ensure all transactions are completed
Make sure accounts were closed in a timely manor
Work hand in hand with clients to insure consumers satisfy their contractual agreements
Fast passed calling
Keep track of personal as well as team revenue
October 2007 to April 2010: Washington Mutual Corporation/ Moss Codilils Bankruptcy Loan Specialist
collect debt from customers that filed bankruptcy in an incoming call environment
Handle escalated customer calls, in a fast paced call center while juggling multiple tasks of ordering docs for the borrowers
Monitor loans and make sure WAMU is fallowing all Bankruptcy laws and procedures
Printing and scanning legal documents
Send outgoing correspondents to borrowers as well as scanning and logging in incoming
Leaving detailed feedback of notes and conversations
Explain Bankruptcy laws and procedures to borrowers
Ordering and going over CBRs (credit reports)
January 2007 to September 2007: Flowers Bakery- Warehouse Manager/ pack out
Responsible for accurate accounting for inventory
Perform quality checks on shipments to ensure minimal errors in production.
Responsible for distribution of company products to be delivered to businesses
Recorded and maintained inventory records.
Ensuring all delivery route drivers get all of the inventory that was ordered in a timely manner
October 2004 to April 2005: Washington Mutual- Settlement Spec I-Opener LM
Observe and monitor loans at the beginning of foreclosure
Try and get required information from customers.
Print required information.
Log in loan, mortgager, and customer information
Answer questions for loans that are in default
Negotiate options for mortgagers and customers
January 2003 to January 2007: KFC/Taco Bell- Team Trainer/Training for shift manager
Assist customers with monetary transactions.
Handle escalated customer calls.
Assist in the training of new hires by means of side-by-sides.
Responsible for accurate accounting for inventory and product retention.
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