Customer Care & Team Leadership Expert
Resume:
LUIS VALDIVIA
**** **** ***, *********, **,*****
************@*****.***
Seeking to further advance my career with Auto Club Group where I can maximize my 16+ years of experience with Customer Interaction Model, CIC Management, Quality Assurance and Team Building.
EXPERIENCE
January 05, 2026- Present
CALL ASSOCIATES, CONCENTRIX(ONSTAR)
Take inbound calls for customer who needed assistance with directions, subscriptions and vehicle concerns like built in- internet issues and vehicle diagnostics.
Explaining all important aspects of OnStar subscription reliable to their needs.
Provide good customer services
March 2020 – December 2025
REMOTE ERS SUPERVISOR, Auto Club Group
Assist with taking escalations and complaints
Conduct weekly team huddles on MS Teams
Assist agents set up new equipment
Follow up with agents having computer problems
Help advocates achieve goals by having one on one coaching.
May 2014 – March 2020
ERS SUPERVISOR, Auto Club Group
Enter appraisals and complete PIP
Supervise the work of others in fast paced environment
Assist with Coaching and Developing Call Advocates
Maintain Accurate records and submit timesheets
Responsible for the productivity and actions of my team
JUNE 2013 – MAY 2014
PRODUCT SPECIALIST, aUTO clUB GROUP
Take over escalated calls
Assist with Troubleshooting in dispatch and take ERS Calls doing protocol
Enter CTS to ensure complaints/compliments get resolved correctly
AUGUST 2006 – JUNE 2013
CALL MANAGEMENT, AUTO CLUB SOUTH
Close out service calls to ensure contractor receives payment
Making critical decisions to ensure members safety is never at risk and that the quickest/closes service provider is dispatched to them.
Communicate effectively with contractors
Keep members informed of delays
EDUCATION
MAY 2009
ASSOCIATES IN BUSNIESS MANAGEMENT, Miami dade community college
JUNE 2005
HIGH SCHOOL DIPLMOA, HIALEAH Miami Lakes SR High
SKILLS
Bilingual
Up to date with all ACG Modules, policies and procedures
Good Customer Service
Flexible
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