Team Lead

Maria Eliazar Lubiano

**** ******* **.

Pasadena, Texas 77502

Cell 832-***-****

**************@*****.***

Summary of Experience

Self motivated individual with extensive background in customer service environment, strong knowledge in management, leadership behaviors and skills.

Area of Expertise;

• Business Operations

• Profit & Loss Statements

• Payroll Management & Budgeting

• Forecasting

• Supply Purchasing

• Staff Training & Supervision

Work Experience

Centerpoint Energy Houston, Texas October 2007 – August 2009

Customer Service Team Lead, Houston, Texas

• Drive and establish performance improvement plans for customer service associates by identifying strengths/weaknesses, coaching/monitoring customer service associates weekly and providing immediate feedback.

• Effectively resolve all escalated calls from customers and provide follow up on such calls.

• Communicate and verify process changes with various departments such as Training, Dispatch and Systems Support

• Ensure compliance of multiple states’ policies and regulatory statutes while maintaining

excellent service levels, meeting call center operational standards, improving quality service, maintaining professional and technical knowledge, and accomplishing organizational goals

Centerpoint Energy Houston, Texas February 2005 to September 2007

Bilingual Customer Service Advisor, Houston, Texas

• Provide quality customer service in order to resolve billing issues regarding gas and electric accounts. Adjust bills accordingly as necessary and negotiate payment arrangements in order to provide continuous service to customers

• Selected by management team to coach incoming classes and also assisted the training department in developing and coaching new employees before they are released to the floor.

• Chosen to work in the multiple estimated readings project to assist and educate customers in preventing estimated readings in the future

United Healthcare Services Inc. Houston, Texas June 2002- February 2005

Customer Service Representative

• Effectively resolve customer issues in a call center environment while providing the highest degree of customer service.

• Collaborated with other departments to resolve issues such as eligibility, medical claims, appeals & grievances, provider and pharmacy issues.

• Prepared documents such as letters, memos, and reports using standard PC tools such as word processing and spreadsheets

Education

Houston Community College May 2009- May 2011 GPA 3.2 44 Credit Hours Earned

Skills/Applications

Windows XP, Vista, 7

SAP

Microsoft Office Suite

Rumba

Internet Explorer 8

Lotus Notes

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