Customer Service specialist

Raul Alex Sanchez

***** ***** ***

San Antonio, TX 78260

Phone:210-***-****

*-*********@*****.***

Career Overview

*Excellent communicator with 20+ years experience working in a demanding call center environment as a customer service representative. Professional Collections experience for the past 12+ years. Supervisor/Management experience. Experienced Data Entry . Client Relations Experience.

Core Strengths

*MS Windows proficient

*Fast learner

*Multi-line phone usage

*Telecommunication skills

*10key

*data entry

*Strong organizational skills

*English/Spanish fluency

*Strong written and verbal communication skills

*Conflict resolution

Accomplishments

*Customer Service

Researched, calmed and rapidly resolved client conflicts to prevent loss of key accounts.

*Telephone Service

Professionally processed 150+calls per day, providing information and service to ensure customer satisfaction.

*Customer Relations:

Earned highest marks for customer satisfaction, company-wide. Work Experience

August 2001 to April 2010

Account Services San Antonio, Tx. *USAA

Collector

*Reviewed collection reports to determine the status of collections and the amounts of outstanding balances. Oversaw daily office operations for staff of 20+ employees. Provided customer service for an average of 150 calls per day, answering customer inquiries, solving problems, and generating funds for past due/delinquent accounts. April 2010 to March 2012

LTD Financial San Antonio, TX

*USAA Collector

*Provided customer service for an average of 150 calls per day, answering customer inquiries, solving problems, and securing funds for past due/delinquent accounts. Managed quality communication and customer support for each client. Worked under strict deadlines and exceeded expectations.

May 2012 to December 2014

West(Alorica)Converse, Tx.

*Pharmacy Help Desk Advocate

* Reviewed information regularly on websites and pages to ensure that it was accurate.

* Trouble shot and resolved web application issues escalated from customer support and other departments with a 100% success rate. Consulted with customers with issues to determine best methods to resolve service issues in a professional and courteous manner. November 2014 to February 2016

Care Improvement Plus(United HealthCare) San Antonio, TX

*Workforce Supervisor

*Supervise and lead a staff of Workforce Analysts to achieve stated organizational goals.

*Ensured workflow direction was adhered to. (audit work, router profiles, follow-ups with Ops leadership for adherence, etc.)

*Monitor KMIs (Inventory projections, performance guarantees, and overtime budget, etc.)to ensure they are meter exceeded, through daily/weekly/monthly work direction, forecasting, planning and analytics.

*Assisted Partners in preparing talking points and remediation plans for any misses.

*Escalate roadblocks, holds, aged inventory etc. that would be impacting the inventory.

*Ensure appropriate capacity was assigned to complete all inventory as it related to assigned policies including specialty processing through partnering with leadership, training, and planning.

*Became a Trusted Advisor measured by achieving a high level of site satisfaction with workforce management, inventory, and capacity related services.

June 2016 to December 2019

MG Home Remodeling San Antonio, Texas

*Subcontractor

*Interacted with homeowners to understand the job specifics and expectations.

*Performed daily tasks pertaining to customer accounts, including purchasing, sales and marketing to increase service and efficiency.

*Built and maintained loyal, long-term customer relationships through effective account management and exceptional work. Dec 2019 to July 2023

Charter Communications(Spectrum).

*Technical Support Specialist.

*Daily task included assistance to members with phone, cable, or internet issues. Handled inbound and outbound escalated calls.

*Set up appointments for person to person assistance. Requirement of employment included thorough daily monthly, and quarterly call quality and performance goals which were met and exceeded. Aug 2023-Feb 2024(Contract)

Pentagon Federal Credit Union(Penfed) *Member Services (Collections)

*Responsible for assisting and educating members in their delinquent accounts ranging from 1 to 180 days past due.

*Maintaining strict deadlines as well as high expectations of call quality, metrics, and performance goals set by clients.

*Knowledgeable of collection policies and procedures to identify course of action for accounts needing additional actions, including but not limited to bankruptcy, charge offs, and settlements. Educational Background

Schools/College:

*Judson High School Converse, TX.

*High School Diploma-Class of 1992

Military Service:

*United States Navy San Diego, CA.

*September 1992 thru 1996

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