Customer Service Operations & Executive Escalations

Rueben J. Almaraz

*** ** ** **** – Natalia, Texas 78059 830-***-**** **********@*****.***

Customer Service Operations

Accomplished and results-oriented business technology leader with demonstrated success in customer service. Highly qualified with verbal/written and strong leadership skills to effectively resolve problems and provide superior customer service. Record of achievement with outstanding success in building partnerships and maintaining client relationships. Recognized for consistently exceeding goals and quotas. Computer proficient in a wide variety of hardware and software.

Core Competencies

● New Business Development ● Profitability Improvement ● Inventory Management

● Customer Relationship

Management

● Consultative and Direct

Sales

● Staff Training and

Development

● Office Management ● Public Relations ● Problem Resolution

● Research and Analysis ● Strategic and Tactical

Planning

● Customer Service

Professional Experience

Medtronic Diabetes, San Antonio, Texas 2009 – Present: Sr. Principal Patient Advocate / Social Media Team Member / 24-Hour HelpLine Representative Sr. Principal Patient Advocate responsible for many projects and agents, closely working with several departments throughout the diabetes business unit. Ranging from Public Relations, Legal, Investor Relations, Managed Markets, the Medtronic CEO, Group President and Executive Leadership Team. My main objective and responsibility is to oversee a team that addresses complex situations and customer related concerns. Moreover, I’m the Point of Contact of the Executive Escalations Team; my team addresses escalated concerns on behalf of Executive Leadership. In addition, my team is responsible for addressing escalated legal concerns, BBB complaints, insurance grievances, Attorney General complaints, any type of escalated concern, my team quickly takes over, addresses and resolves. I recently appointed Point of Contact which includesI responsibilities for reviewing and approving escalated summaries along with final contact resolutions. In addition to many responsibilities, I’m responsible for coaching, spot shadowing, Quality reviews and NPS metrics. Over the years, I’ve developed superior research skills and the ability to be cross functional by understanding other departmental functions, processes and procedures eliminating time delays to ensure our customers' concerns are addressed in an expedited manner. Further, I’m responsible for ensuring agents are in queues, providing solutions to customer related issues, providing general assistance, helping with agent/account related concerns. I enjoy working in high stress, high intense work environments with the ability to work extremely well under pressure.

● FY13 - Winner of Medtronic Diabetes’ first Customer Service Excellence Award

● FY14 – Star of Excellence Award

● Rated “High Contributor” on annual employee review (FY10 – FY19)

● Gold Medal Winner of Bulldog Reporter's 2012 Best Online/Social Media Community of the Year Award!

● FY18 - Corporate Compass Award which recognizes individuals who live out the Mission

● by vigilantly demonstrating behavior that champions our Code of Conduct and reflects high integrity:

● FY19 - Global Award Winner and recognized as the Medtronic Diabetes ‘Unrelenting Patient Advocate’

● FY19 - Corporate Award Nominee for Diabetes Culture & Feedback

● FY19 – 25 handwritten letters to CEO/President expressing gratitude for exceptional experiences

● FY20 – Company wide Net Promoter Score (NPS) initiative. Tasked to train and share my skill and technique with the Diabetes business unit on the importance of being an Unrelenting Patient Advocate to our customers. Affiliated Customer Service (ACS), San Antonio, Texas 2008 – 2009 Technical Support Representative Answered in-bound telephone calls for T-Mobile technical support for Sidekick users. Provided accurate information and assisted customers with any technical issues they had regarding their cellular service.

• Played an integral role in increasing customer satisfaction levels by providing exceptional levels of service. Greenlight Wireless, San Antonio, Texas 2007 – 2008 Store Manager Served as an authorized dealer for Cricket Communication. Ensured the storefront was properly set up and ready for business. Maintained proper inventory levels.

• Consistently achieved #1 store in sales and customer service for 11 consecutive months. • Recognized as

#1 agent company wide for attendance and scored 100% on every quality assurance call throughout tenure.

eBay Consultant, Remote, 2003 – 2005 eBay Consultant Listed goods for sale using eBay’s seller’s options to promote auctions and took online payments. Developed and implemented order processing and fulfillment systems.

• Promoted sales through development of effective Web advertising and online marketing campaigns. Sprint PCS, McAllen, Texas 2002 – 2003 Collections Representative Answered telephone calls for Sprint PCS, helped customers, advised them of charges, and reactivated cell phones for customers that paid their bills. Collected past due amounts.

• Ensured highest client satisfaction and retention rates by quickly resolving billing and service issues. On-Point-American Airlines, San Antonio, Texas 1999 – 2001 Resolutions Desk Booked American Airlines reservations for customers. Assisted customers in finding the right flight, helped build reservations, answered customers’ questions, regarding their information, and aided employees on issues regarding records and documentation. Served in a call center of 40 – 60 supervisors and acted as the supervisor on duty; resolved difficult customers’ accounts and escalations.

• Promoted from production floor to Resolutions Desk Operator within 60 months of superb problem-solving and exceptional service.

EDUCATION

Associates Degree, Computer Networking/Programming – Hallmark College, San Antonio, Texas 2010 – 2012

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