Customer Service Call Center

Alex Calle

Wildomar, CA 951-***-****

**********@*****.*** www.linkedin.com/in/alex-calle-2b08a62a3

Customer Service Supervisor

Exceed Customer Expectations by Understanding Business Objectives

Customer Service Supervisor with extensive experience managing top-performing teams, enhancing call center metrics, billing and troubleshooting for video / internet /voice services. Bilingual and skilled in coaching, multitasking, and team management, consistently fostering a supportive and informed team environment. Recognized with multiple awards for optimizing operational efficiencies and improving customer service skills.

Areas of Expertise

Communication & Collaboration

Complaint Investigation

Change Management

Innovation & Multitasking

Research Experience

Attention to Detail

Data Analys

Problem Solving Skills

Call center Management & Recruiting

Performance Improvement

Microsoft Office & Tableau

Sales

Professional Experience

CHARTER COMMUNICATIONS SPECTRUM, Ontario, CA 2001 - 8/15/2024

Customer Service Supervisor

As a Sales Supervisor, I led a team of 20+ hybrid employees, actively and consistently supporting efforts to simplify and enhance the sales process. I oversaw the daily operations of the sales team, ensuring high-quality service delivery and customer satisfaction. My responsibilities included leading, coaching, and motivating representatives to achieve sales targets, managing escalations, and enhancing the overall customer experience. I worked closely with cross-functional teams to implement process improvements and optimize performance metrics, supporting our commitment to providing outstanding service.

Focused on Call Center metrics, FCR/AHT/Adherence/Sales and work order accuracy.

I trained agents to move conversations forward to increase revenue and enhance customer experience.

Coached hybrid team on daily tasks and KPI, overall performance, schedule / adherence and assisting with escalated calls.

Coached agents to succeed in work order entry, including assistance with tools, ACSR, AOS, to improve customer relations and assist with sales and billing queues.

Managed a top-performing team, conducting performance evaluations to improve customer service/sales skills.

Organized team meetings focusing on performance and training updates, maintaining high team morale, fostering a supportive and informed team environment.

Directed team performance evaluations, resulting in improved customer service skills and the retention of top talent.

Alex Calle **********@*****.*** Page Two

CHARTER COMMUNICATIONS SPECTRUM (Continued)

Coached and trained agents in new tools / technologies: STVA APP and My-Spectrum APP to enhance customer satisfaction and retain customers.

Experienced in training new hires with customer service protocols: AHT-adherence-VOC-FCR-attendance. Trained new employees with products and services and proper call handling and escalation processes.

Proficient in managing billing schedules, processing payments, and maintaining accurate records.

Assisted business partners, managers/ H.R. when required to document agent interactions, providing documentation when managers or H.R. requested forms for evaluations or corrective action.

Assisted with work force schedules management with focus in adherence and productivity.

Received multiple call center Silver Awards in 2022 and 2023. Awarded Top Supervisor in the PACWEST in 2015 and 2019.

Customer Service Acting Supervisor / Lead / Mentor 2006 - 2009

Managed team of 10+ employees. Oversaw training/ coaching on daily task and performance of team. Acting Supervisor / Lead-Mentor.

Assisted with escalated call flow, troubleshooting, work order entries, billing, sales, and retention skill transfer by coaching Customer Service representatives to build team morale daily.

Coached agents use of knowledge base library to access information and learn new tools available for billing, work order entry and new processes to enhance the customer experience and offer new products to customers.

Customer Service Representative 2001 - 2006

Established and grew relationships with residential customers.

Actively engaged and provided superior service to inbound customers.

Assisted customers with billing, technical support and sales.

Presented customers the benefits of Spectrum services (Internet / voice / Video) for possible upsell opportunities.

Training

Employee Retention Strategies, Spectrum Training

Sales Management Training: 9 Tactical Strategies to a World Class Sales Culture, Spectrum Training

Workforce Management tools, Spectrum Training

Microsoft Excel and Power point

Leading Projects

AI Challenges and Opportunities for leadership

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