Customer Service Manager
Resume:
Los Angeles, CA ***** Phone 310-***-**** * Cell
E-mail: **************@*****.***
Wm. Rene Torres
Attention: Human Resources,
I am looking for a challenging position where my Management and computer skills can be utilized in the future.
My background covers areas in Call Center, Customer Services, Inbound and Outbound; Inside Sales, Networking; Real Estate, Purchasing, Warehouse, Shipping and Receiving and Accounts Payable.
I am confident that with my communication skills, the ability to work well by myself and as a team member and my desire to succeed, I will be an asset to your Organization.
I am available to work any shift and my salary requirements are negotiable.
Given the opportunity, I look forward to meeting with you.
Sincerely,
Wm. Rene Torres
Wm. Rene Torres
Objective In-depth Call Center, Customer Service, Telemarketing. Extensive experience in Inbound and Outbound, Customer Service, Inside Sales, Networking; Purchasing and Warehouse
Professional Experience
6/2007 – present Primary Connections Fountain Valley, CA
Customer Service Manager - Inbound and Outbound Manager
Manage the Customer Service Dept. activities: order entry, change orders, price changes, returns processing, credits, reports and new items set ups.
Manage the Inbound/Outbound Teams, calling new and existing customers, for 3 companies.
In charge of recruiting, training, coaching, counseling and disciplining employees. Planning, monitoring, and enforcing policies.
Develop and implement assurance component focus on monitoring call center reps, side-by-side monitoring, develop of performance action plans.
Responsible for script development, testing and analysis.
Computer program: Moulton, Auto and Predictive Dialer programs and Wygant
07/2006 – 5/2007 1st Mortgage Group Santa Fe Springs, CA Executive Loan Officer
Inbound and Outbound calling, get client’s information to Refinance or Purchase properties in California State. Pre-qualify borrower to determine loan products.
Star process with appraisal of property, run client’s credit report, work with banks to find the best loan products; collect financial information, order VOEs and VODs.
Consultant:
1- Beverly Hills Surgical Institute Long Beach, CA
Call Center Manager 01/2006 – 06/2006
Manage 12 Doctor’s daily schedule, open and update their books.
Manage 8 different Facility’s schedules in Los Angeles area.
Monitor and coach; insure employees understand company vision and objectives.
2- Scottel Voice and Data Culver City, CA
Customer Service Manager 06/2005 – 10/2005
Manage/Develop/Implement Customer Service for Dispatch, Technical Support, Field Tech, Warehouse and Ticket Closing Departments.
Handle all forms of Customer communications and Customer escalations.
Evaluate workflow and develop process for added Department efficiencies.
01/2005 – 05/2005 California Tan Sunless Los Angeles, CA
Inside Sales Manager
Manage and train Account Managers in the Telesales Team to contact new and existing accounts in Spas, Beauty and Tanning salons, to sell and up-sell company products.
Maintain and Increase sales volume from $85K/monthly to $280K/monthly revenue within 6 months.
01/1999 – 01/2005 Aegis Communications Group Los Angeles, CA
Call Center Manager – Customer Service Manager
Responsible for hire/terminate, train and develop telemarketing sales teams.
Manage and train reps in different Inbound and Outbound Campaigns, cold-calling.
Have managed teams of 50+ CRS. Manage different kinds of Campaigns simultaneously.
Computer program: A.C.D. (Automatic Call Distribution), I.V.R. (Interactive Voice Response), Auto Dialer and other campaigns programs and Witness.
02/1998 – 12/1999 DANIEL FREEMAN HOSPITAL Marina del Rey, CA
Information Service Center Network Operator
Operates master consoles, peripheral equipment, personal computers and related hardware to execute schedule production operations; i.e., backups, media management. HBOC application software Modules, Novell Lan/Wan Network, PC System and applications.
1986 – 1998 BROTMAN MEDICAL CENTER Culver City, CA
Purchasing Manager (1987-1998)
Manage and Supervise the Purchasing and Warehouse personnel to include training, scheduling and assignment delegation.
Evaluate price trends, new products launches, and product availability for cost improvement
Prepares bid requests, analyzes responses and negotiates price, delivery, and related order terms and conditions
Manage suppliers to negotiate and resolve performance issues that are having an impact on costs, customer service or inventory
Continually identify margin improvement opportunities through reviews and analysis that lead to negotiation of Into Stock, customer specific costs and bulk / special buys
Monitor, plan and negotiate expiring supplier price agreements to prevent margin erosion and maximizing performance
Develop supplier performance metrics, oversee tracking, evaluate results, and work with suppliers to improve their performance
Work with new and existing suppliers to identify ways to reduce costs and add value
Organize and oversees production activities for 127 Hospital Departments.
Warehouse Manager (1986-1987)
Supervise personnel and equipment to ensure shipping and receiving requirements are met.
Responsible for monitor workflow and Inventory control, cycle counts.
Lead and direct with the hiring, developing, training and evaluation of all warehouse personnel and drivers.
Education 1999 – 2000 American Computer Training Los Angeles, CA
Certified Networking Administrator, C.N.A. ( Excel, Word, Access, PowerPoint)
1989 – 1991 Santa Monica College Santa Monica, CA
Business Management
Languages Bilingual: English/Spanish
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