Customer Service Call Center
Resume:
Marcela Sosa
Call Center and Outbound Sales Manager - Kolb Electric Inc
Fredericksburg, VA 22407
*******.******@*****.***
A seasoned Call Center/Customer Service Manager who has directed call centers consisting of 75 representatives and 8
supervisors.
Work Experience
Service Manager / Dispatch Manager and Office Manager Loving Air Inc. - Fredericksburg, VA
September 2021 to Present
Delegating and directing service tasks, monitoring the progress of current projects, and managing service team members to ensure the team's objectives and sales goals are met. Handling customer complaints or concerns quickly and professionally to maintain good customer relationships and ensure repeat customers.
Assisting with or performing administrative tasks, such as managing and updating invoices, processing new orders, and tracking inventory.
Setting up and maintaining a service desk and evaluating its efficiency. Resolving service desk problems and improving service methods to increase the service desk's productivity and customer service.
Monitoring department issues and client complaints to create methods to lessen recurring issues. Auditing work and customer service to ensure the company's high standards, efficiency, and productivity goals are met.
Maintaining strong relationships with manufacturers, dealers, and sales representatives. Helping to train new employees in company procedures. Maintaining a strong working knowledge of industry regulations, restrictions, and laws, ensuring the company's adherence to these regulations, and remaining current on the industry's standards and new innovations, materials, tools, and processes.
Coach call center staff through challenging customer service issues. Analyze call center data and prepare reports for upper management. Evaluate staff effectiveness and performance annually or on an at-need basis. Lead team meetings and give presentations to executives. Develop monthly, quarterly and annual call center goals and action plans. Prepare work schedules to ensure sufficient coverage. Operations Manager
Guajillo Restaurant - Arlington, VA
May 2005 to Present
Responsible for maintenance of general ledger
Coordinate and prepare daily company deposits and finance logs. Process financial payroll for corresponding restaurant and employees Assist in establishing menu prices by shopping the local competition. Call Center and Outbound Sales Manager
Kolb Electric Inc - Alexandria, VA
November 2016 to September 2021
Supervise and schedule a staff of 15 Customer Service Representatives and Outbound Sales Representatives
Service Corporate Accounts
Provide training and mentoring to all new hires and existing employees Handle all aspects of Human Resources (i.e. payroll, associate benefits, hiring, terminating, training, safety)
Quality Control (i.e. monitoring live and recorded calls, reviewing service tickets) Create Productivity Tracking reports
Customer Relations
Contract Creation and Management for Residential, Commercial and Property Management Accounts Service Technician and Project Manager Scheduling and Routing Assistant Call Center/Customer Service Manager
Michael and Son Services LLC - Alexandria, VA
February 2009 to November 2016
Supervise and schedule a staff of 65 Customer Service Representatives and 15 Outbound Sales Representatives
Service corporate accounts
Execute and surpass all projected sales goals
Provide training and mentoring to all new hires and existing employees Handle all aspects of Human Resources (i.e.
payroll, associate benefits, hiring, terminating, training, safety) Quality Control (i.e. monitoring live and recorded calls, reviewing service tickets) Create Productivity Tracking reports
Customer Relations
Created existing Training Manual
Created existing Trainee Manual
Payroll/ Profit and Loss.
Quality Control Representative/Customer Service Representative Guajillo Restaurant - Herndon, VA
June 2006 to August 2008
Provided fanatical Customer Service and technical support Serviced corporate accounts.
Executed and surpassed all projected sales goals.
Assisted Spanish speaking clientele
Monitored and reviewed incoming and outgoing calls Executed customer service refresher classes
Assistant Store Manager
A.C Moore - Falls Church, VA
January 2003 to February 2005
Suggested new products and product placement that generated 1.8 million in earnings Provided training and mentoring to all new hires and existing employees. Handled all aspects of Human Resources (i.e
payroll, associate benefits, hiring, terminating, training and associate' safety) Purchasing and receiving of all merchandise.
Assistant Store Manager
Office Depot - Sterling, VA
January 1999 to January 2003
Responsible for initializing and executing all procedures in accordance with company policies Scheduled, prioritized and assigned work to all direct reports Managed and directed all operations of the store
Implemented training courses for new hires
Managed annual inventory and quality control.
Education
High School Diploma
Wakefield High School
June 1996
Contact this candidate