Quality Assurance Customer Service

Jesus V. Estebanc

**** ****** ****** *****, **********, Al 35242

Cell: 305-***-**** *********@*********.***

Objective

Obtain a position where I can maximize my management skills, quality assurance, administration, and problem solving to achieve goals. Especially in a people-oriented organization where there is a need to assure broad cooperative effort through the use of sound planning and strong communication skills.

Experience

2010 – 2011

Regions Bank

Birmingham, Al

Bilingual Collections

• Collect on DDA’s, Home Equities Lines, Business lines of Credit, Mortgages, and Car Loans.

• Update customer contact information.

• Negotiate payment arrangements.

• Calls were routed on a Dialer System

• Notes were entered in Tracker software.

• Handled all Spanish calls.

• Served as a translator for various Departments on phone conference.

2008 – 2010

Crothall Service Group

Birmingham, Al

Operation Manager

• Monitor service binders in assigned areas on a daily basis taking appropriate action to client concerns or comments

• Respond to concerns and requests with a sense of urgency and take necessary corrective action when needed.

• Proactive approach to identifying and correcting facility quality assurance concerns; timely follow-up required.

• Ensure duty lists are revised and current, with the assistance of associates periodically.

• Monitor daily equipment use, cleaning and maintenance.

• Assign personal to established work areas of project duties.

• Participates in staff selection process and interviews candidates as needed.

• Ensures that staff receive proper orientation, initial and on-going training.

• Attend and participate in departmental staff meetings on a scheduled basis.

• Provide and monitor individual guidance and motivation to associates to enable each one to perform to his/her fullest potential.

• Discipline associates when necessary according to progressive disciplinary guidelines; monitor associates attendance and take proactive action when necessary.

• Participates in performance evaluations of staff and make recommendations as needed.

• Plan and coordinate project work to ensure that proper frequencies are maintained.

• Approve days off, holidays and vacations ensuring the facility’s needs are meet in accordance with hours and position controls.

• Ensure that proper supply control guidelines are followed and staff is trained in the use of all chemicals.

• Participate in facility quality assurance program as required. Ensure high quality percentage of cleanliness is maintained in areas of assignment. Perform quality assurance inspections as assigned.

2005 -2007

Flagler Real-Estate Development

Doral, Fl.

Operations Coordinator

• Managed maintenance for 6.2 million square feet of Commercial Real Estate property (Warehouses and Retail) Property for a national Real Estate Investment Trust (REIT)

• Managed customer service for all commercial clients, including initial calls and troubleshooting, service call prioritization, quality assurance (Q.A.) follow-up, dispute management and resolution

• Created and Tracked Purchase Order’s (PO’s) for maintenance using the TrackIt software package

• Responsible for matching vendor Invoices to PO’s and approve payment for services

• Supervised five full-time maintenance engineers, with duties ranging from supervision of work performed (QA) to payroll management

• Responsible for vendor screening and qualifying, including license and reference validation

• Responsible for vendor file and vendor database maintenance, including skills tracking, performance ratings and pricing

• Responsible for operational reporting in maintenance area, including reports to management in selected weekly and monthly key performance indicators (KPI’s)

• Supervised all Maintenance Projects, tenant leasehold improvements, and build-outs

ACCOMPLISHMENTS

• Reduced outsourced maintenance calls by 30% in two years, while adding only one employee

• Further reduced costs by negotiating service rates with a smaller number of select providers (reduced provider list by 40%)

• Total maintenance cost reduction by managed square foot was measured at 22% in two years

• Increased surveyed tenant satisfaction from 94% to 97.6%

• Employee of the month four times in 20 months

2003- 2006 and 1996- 2001

Terminix

Tavernier, Fl

Service Manager and Office Manager

• Provided commercial and residential pest control services for all Upper Florida Keys, from Tavernier to Key Largo

• Responsible for business development, training junior pest control technicians, QA supervision and customer service

• Responsible for collections, dispute management, vendor payments and operational reports

• Responsible for public relations management and ensuring the company was in compliance with the fast-changing regulatory environment of the Florida Keys

• Developed partnerships with local service providers to cross-sell services

ACCOMPLISHMENTS

• Averaged 12% quarter-over-quarter revenue growth for the entire period

• Created a de-facto monopoly for Terminix in the Upper Florida Keys, as competitors exited the market, through aggressive marketing and superior service

• Started the territory alone and hired and trained four technicians

Education

• 2005 - Present - Miami Dade College - Miami, Florida

• 1996 – 2000 - Coral Shores High School - Plantation Key, Florida

Additional Qualifications

• Proficient in the use of several software packages, including MS Office suite (Word, Excel, PowerPoint, Access, Publisher, Outlook), Track It (helpdesk / incident tracking), PeopleSoft Accounts Payable

• Self-motivated, self-directed and loyal

• Fluent in Spanish (born to Cuban-American parents)

References

References are available on request.

Contact this candidate