Customer Service Representative
Resume:
Lisa Lara
520-***-**** adzila@r.postjobfree.com
Summary of Qualification:
Dedicated Customer Service supervisor/Store Assistant Manager background capable of monitoring special client projects while empowering customer service associates to solve complex problems. Expert in developing effective customer service associates, with an emphasis on retaining clients and creating effective metrics for measuring success. Creates a culture where every customer service associate believes in creating a positive experience with the client’s best interest in mind. Additional Training includes:
● Leadership
● People Skills
● Client Retention
● Bilingual (Spanish) ●Microsoft Office
Experience:
● Associate Training ●Staff Management ●Customer Service
●Staff Management
Content Moderator Supervisor 1/2020-Current Teleperformance, El Paso Texas
Manage and develop a team of assigned agents to meet and exceed required quality, performance and client satisfaction.
● 80% of time monitoring and coaching agents.
● Review team/agent performance and quality metrics on a regular basis to ensure all required metrics are met.
● Complete Offline QA sheets/internal monitoring and provide appropriate feedback, coaching to ensure agents are meeting client requirements.
● Evaluate, develop and coach agents to ensure they meet and exceed both individual and team metrics/targets.
● Complete TOPS daily to ensure 80% of scheduled time is spent developing/managing the team.
● Work closely with support staff such as RTA/QA to identify areas of opportunity and generate an action plan to meet required KPIs.
● Ensure all Teleperformance policies and procedures are met.
Content Moderator
Teleperformance, El Paso, Texas 11/2019-1/2020
Review video/caption used to moderate reported comments. Ensure any visible violations are tagged accordingly to ensure social media content meets required regulations set by the client.
● Meet hourly production of 200 comments per hour
● AHT of 20 seconds or less
● Accuracy of 95% and above
Compliance Manager 02/2009 – 11/2019 Alorica, El Paso, Texas
Responsible for overseeing ethics and compliance programs including helpline investigation, compliance education, and training systems. Managed the operations of four customer service compliance associates to ensure Alorica adheres to legal standards, in-house policies, and ensures associates are well-versed in legal
guidelines and corporate governance best practices.
Develops and oversees control systems to prevent or deal with violations of legal guidelines and internal policies.
● Synchronizes conflict resolution with clients on OOP, ERT, and BBB to ensure Alorica keeps a high customer retention rate.
● Collaborates with corporate counsels and HR departments to monitor enforcement of standards and regulations.
● Reviews and reports the work of colleagues when necessary to identify compliance issues and provides advice to senior management or develops training for associates.
● Ensures associates are abreast of regulatory developments within or outside of Alorica as well as evolving best practices in compliance control.
● Required to advise multiple department managers on the implementation or operation of compliance programs to ensure zero loss in profits.
● Develops training on industry changes, trends, and best practices and assess the potential impact of these changes on organizational processes.
● Review and evaluate company procedures and reports to identify hidden risks, negative trends in employees, and investigate possible fraud cases to ensure zero fraud, waste, or abuse. ● Conducts periodic audits on different departments to ensure all company procedures and processes are followed creating a positive work environment.
● Designed and monitored multiple control systems to deal with violations of legal rules and internal policies.
● Works with corporate leadership to review potential future compliance red flags or risks to dissolve a culture of dishonesty and misrepresentation.
● Collaborate and create strong interpersonal relationships between departments and teams for total compliance monitoring and audits.
● Proactive in understanding and educating changing regulations, laws, and best practices, as they apply to the business and industry
Customer Service Representative 01/2002 – 03/2006 Providian Financial, El Paso, Texas
Served as the voice of Providian Financial as a Customer Service Representative by providing a calm and reassuring service to consumers and businesses clients. Handles all customers inquiries in a fast paced, high volume metric call center designed to repair trust between the business and the client. Responsible for providing problem resolution through developing the best-option for clients to maintain a high retention rate.
● Resolved an average of 400 inquiries in any given week and consistently met performance benchmarks in all areas (speed, accuracy and volume).
● Rose to become the lead “go-to” person for new reps and particularly challenging calls as one of the company’s mentors and trainers of both new and established employees
● Managed new hire training for the purpose of monitoring their calls, answering questions or issues to improve quality of inbound calls regarding existing accounts to status of new accounts. ● Advanced the negotiation techniques for retention purposes to offer alternatives for customers that lead to salvaging accounts.
● Received an average 89% customer satisfaction rating to date, 15% higher than company average ● Helped set the goals of 80 subordinates and supervised them in working toward achieving those by Providing basic technical support for clients on a wide range of company products, resolving issues at a 90% rate.
● Organized customer information and account data for business planning and customer service purposes. ● Maintain quality control/satisfaction records, constantly seeking new ways to improve customer service.
Cashier 06/2021 – 12/2002 Good Time Stores, El Paso, Texas
Worked as an Assistant Manager in a busy, customer-focused convenience store overseeing and supporting 10 employees in driving revenue while delivering superior customer service. Conducted a variety of administrative operations tasks, including: opening/closing store, cash reconciliation/management, and developing staff assignments according to operational expectations.
● Created an innovative sales strategy and incentive program that increased sales and developed a program to ensure quality and consistent training for all new employees
● Managed daily store operations including store financial performance, cash control, fuel, inventory, and customer service.
● Engaged with vendors and suppliers in order to ensure execution of product promotions, high merchandising standards, and appropriate inventory levels.
● Regularly completed price surveys of the competition and observed competitors for changes. Executed price changes in a timely fashion, per policy.
● Completed and balanced all daily paperwork and deposits, enforced company policies and guidelines on grooming, cleanliness and uniforms.
Cashier 12/2000 – 06/2021 Good Time Stores, El Paso, Texas
Worked as a cashier in a customer-focused convenience store. Conducted a variety of tasks, including: opening/closing store, stocking freezer, keeping up with coffee station and cleaning and keeping up of store and restrooms.
● Provided a positive customer experience with fair, friendly, and courteous service.
Registered sales on a cash register by scanning items, itemizing and totaling customers’ purchases.
Verified credit acceptance by reviewing and recording driver’s license number; and operating credit card authorization systems.
Balanced the cash drawer by counting cash at the beginning and end of the work shift.
Provided pricing information by answering questions.
Maintained checkout operations by following policies and procedures and reporting needed changes.
Maintained a safe and clean working environment by complying with procedures, rules, and regulations.
Contributed to team effort by accomplishing related results as needed.
Cashier 07/1999 – 12/2000 Big 8, El Paso, Texas
Worked as a cashier in a customer-focused convenience store.
Registered sales on a cash register by scanning items, itemizing and totaling customers’ purchases.
Resolved customer issues and answered questions.
Bagged purchases when needed.
Processed return transactions.
operating a cash register.
Discounted purchases by redeeming coupons.
Collected payments by accepting cash, check, or charge payments from customers and making change for cash customers.
Verified credit acceptance by reviewing and recording driver’s license number; and operating credit card authorization systems.
Balanced the cash drawer by counting cash at the beginning and end of the work shift.
Maintained checkout operations by following policies and procedures and reporting needed changes.
Education:
Socorro High School 07/1995 – 05/1999
References:
Shawn Ramirez
United States Army
719-***-**** adzila@r.postjobfree.com
Biff Prater
VP Ethics and Compliance
Contact this candidate