Operations & Customer Care Leader
Resume:
Cyndi Archuleta
**********@*****.***
CORE COMPETENCIES
* ***** ********** ********** **+ Years Customer Service Experience Coaching and Development PROFESSIONAL EXPERIENCE
**/****-**rrent
Job Management Team Specialist, Fisher & Paykel - Remote
responsible for the management of service jobs for our Field Service Team o Help resolve any Customer escalations as a result of scheduling or payment issues o Processing of Access reports for uncompleted jobs o Communication with CCC and CSF’s
o Weekly reporting on statistics
o Plus other related tasks as requested by Field Service Management o Day to day management of service jobs for Field Service Team via ClickSchedule. o Ensuring that both internal and external customer’s expectations are met through the efficient management of service jobs and availability of each technician. o Making sure that the routes are optimized to accommodate as many customers as possible without incurring overtime hours
10/2020-12/2022
Customer Service Rep, Fisher & Paykel - Remote
Inbound daily calls/email support
o International & Domestic inbound call support
o Resolve all customer queries promptly and effectively, providing black tie service for every customer o Troubleshoot to understand the needs of the customer o Provide first-call resolution wherever possible
o De-escalate and resolve complaints
o Record all notes in Salesforce of customer interaction and actions taken o Completing all steps for each process accurately and efficiently o Provide next steps clearly for the customer
o Assist customers with spare part numbers, availability, cost, and processing orders 8/2019-7/2021
International Client Care Rep, USAFact- Remote
Manage 60+ Background check verification reports daily o Daily follow-up with candidate to obtain requirements based on the client’s needs o Proper vendor assignment based on specific services o Close out completed reports in a timely manner
Support phone inquiries, providing the status of pending reports 10/2019-6/2020
Amazon Delivery Route Driver- CWCC
180+ packages per route
100% delivery rate
Seasonal
07/2015-02/2019
Call Center Manager, Spectrum Brands HHI (Promoted from Supervisor)
Manage a supervisor and two Adv. Technical Support agents that support a team of 30 employees that provide warranty support for residential hardware security products
Responsible for ensuring daily KPI’s are met daily o Supporting Supervisor’s during peak times with keeping all team members focused and engaged.
Create and manage interactive excel dashboards of team daily performance o A tool developed to enhance and centralize team performance data for 1 on 1 reviews
Coaching and development based on individual needs
Oversee staff scheduling based on call volume trends
Responsible for New Product Information training documentation and facilitation
Cross-functional collaboration with other department managers and external departments to ensure proper product knowledge, spare part requirements and proper technical troubleshooting.
Facilitated all on-boarding of new CSR’s as needed o Partner with selected temp agencies to select qualified candidates for interviewing o Establish training schedules and system set-ups for new hires 2011-07/2015
Call Center Supervisor, Spectrum Brands HHI (previously Stanley Black n Decker, Promoted from Lead)
Supervise a department with a staff of 60+ Team Members, including two Lead Supports and four Adv. Tech support agents.
o Onboarding -Interviewed pre-qualified candidates from selected temp agencies. o Metrics - Responsible for achieving daily service level goals
Supported escalation calls.
o Work closely with Lead Supports in resolving all escalations same day o Ensure all approval queues were completed daily
Routine call monitoring and providing feedback that is aligned with the department service requirements
Created and published the department rotational schedule every four weeks.
Order discrepancy resolution
2009-2011
Call Center Lead Support, Stanley Black n Decker (previously Black n Decker, Promoted from CSR)
Supported call volume during spikes and peak times to ensure daily benchmarks are met
Order Status tracking and follow up
Resolved escalated calls/situations
Answered product and process questions from team members 08/2008 – 2009
Customer Service Rep, Black n Decker
Warranty support for Pfister Faucets products
o Technical support and product troubleshooting
o Qualify warrantied parts or product replacement
o Provide inventory status or ETA’s
o Process parts/product replacement orders
Education and Training
Lincoln College Preparatory Academy – High School
The 4 Imperatives of Situational Leadership
Software and System Knowledge
Salesforce, SAP, JD Edwards and MFG/Pro Knowledge
Familiar with Microsoft Office
o Excel, PowerPoint, Outlook, Word
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