Customer Service Sales

GERARD DE LA GARZA

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

Hm: 469-***-**** or Cell: 972-***-****

Customer and quality focused leader who provides the strategic vision and inspiration that drives efficiencies and effectiveness in order to improve overall business results.

An expert in managing team members and managers by combining short term and long term strategies in order to meet or exceed company profit, collections and sales objectives and CSAT scores to number two over all in the company. Also, an expert in dealing/negotiating with customers, clients/vendors, agencies, and attorneys in order to drive results. .

Financial and General Management Strengths

• Strategic Planning, & Implementation

• Turnaround /Crisis Management

• Investor/Client Relationship Management

• Sales, Negotiations, Modifications, Short Sales, Lending, Collections

• Budget Administration/Management

• Culture/Team Building and Retention

• Internal Systems and Controls

• Operations Analysis/Process Redesign

• Process Improvements & Quality Assurance, Customer Retention

PROFESSIONAL EXPERIENCE

Texas Land Tract Company 11/11 to Present

Licensed Real Estate Agent

Commercial Real Estate development, financing and sales

Avery Air Conditioning and Windows 03/11 to 10/11

Sales of AC and Windows

G&S Strategic/Consulting 01/10 to 02/11

AIG American General, Dallas, TX 01/07 to 08/08

Business Consultant/Training Development: Independent Insurance Specialist/Agency-Texas Licensed for Health, Life and P&C

• Marketing Health, Life, Retirement, Property and Casualty Insurance, and business consulting.

• Assessing and implementing marketing strategies

• Managing budget requirements and development of staff and management

West Corporation, Bryan, TX 08/08 to 11/09

Site Director

Directed a tech, billing & sales customer care staff of over 450 team members directly and another 250 indirectly on a daily basis as well as, the entire site which included other client operations. Consistently maintained servicing levels, customer satisfaction/retention, operating expenses and the production metrics at company objectives.

• Hired to manage the ramping up of an outsourcing site (telecommunications & satellite TV, 520 seats), and hired from 100 agents to over 450 agents in addition to 25 coaches, 3 supervisors and 3 operations managers.

• Analyze trends/data and utilizing such data in order to provide forecast for Senior Management.

• Review and analyze internal system reports on a daily basis: metrics, KPIs, ACD, Q/A/CSAT scores, interval reports, labor efficiency, Score Card development, Work force management, Nice/Quality, and other trend reports in order to drive business results. Also, review internal software/technologies for ways to improve team member production.

• Conduct daily/weekly & monthly meetings with Managers and Team Members to ensure consistent communication, direction, and to motivate the staff.

• Work with client relations in resolving client and customer complaints as well as handling escalated phone calls and resolving internal personnel problems.

• Recruit at colleges and agencies. Also, approve the hiring, scheduling, and termination of employees.

• Participate in community events and attend Chamber of Commerce events.

• Work with other departments to drive Best Practices in order to improve production as well as customer satisfaction.

• Work with the HR department in order to support company policies and initiatives.

• Led a brand new site to number five overall in AHT (11 sites) and number two overall in CSAT (21 sites) scores/retention vs. enterprise sites of two years or older.

• Maintained Inventory control and monitored and implemented facility safety procedures.

AMERICREDIT FINANCIAL SERVICES, Ft. Worth, TX 04/1995 to 07/2006

VICE PRESIDENT

Directed a collection/customer service staff of over 200 team members directly and another 200 indirectly on a daily basis to ensure business needs were being met. Consistently maintaining servicing levels, customer satisfaction, delinquency, operating expenses and credit losses at or below company levels.

• Analyzed month-over-month and year-over-year trends/data and utilizing such data in order to provide forecast for Senior Management.

• Reviewed and analyzed internal system reports on a daily basis: metrics, acd, center vu, ivr, dialer reports, score card development, dialer strategies, and other trend reports in order to drive business results achieved. Also, reviewed internal software/technologies for ways to improve team member production.

• Conducted daily/weekly & monthly meetings with AVPs, Managers, & Team Members to ensure consistent communication, direction, and to motivate the staff.

• Worked with Branch Managers in resolving vendor and customer complaints as well handling escalated phone calls and resolving internal personnel problems.

• Recruited at colleges and agencies. Also, approved the hiring, scheduling, and termination of employees.

• Participated and lead special projects for the company as well on system improvements. Assisted on Career Pathing for the company. Also, worked on Customer Identification project which led to overall improved customer service.

• Worked with other departments to drive Best Practices in order to improved production as well as customer satisfaction.

• Wrote several policy and procedures for the company, which are still being utilized.

Experienced in investigating and resolving dealer, consumer and lines of credit fraud. Team had a recovery rate of 80% on dealer fraud.

Approved all repossession of loans with collateral, short sales, loan work outs, settlements, and accounts for charge-off loans based upon default status and property values.

JP MORGAN CHASE (Formerly Bank One, Texas), Irving TX 06/1992 to 04/1995

SUPERVISOR COLLECTIONS & CUSTOMER SERVICE/BANK OFFICER

First City Asset Recovery (First City Bank) 12/1990 to 06/1992

Assisted Manager

North American Mortgage Company 02/1984 to 11/1990

Loan Administration Officer/Assistant Manager

• Managed the evening collectors. Also, collected on past due mortgages and approved foreclosures. Ensured all collection activities were in compliance with all banking regulations.

• Worked with our Investors on Loan Modifications, VA/FHA assignments, and PMI companies/Realtors on short sales. Also, negotiated with customers on deficiency balances.

Commonwealth Mortgage Company 10/1983 to 06/1984

Account Manager-Collected past due mortgages and approved foreclosures.

EDUCATION

150 Hours credit-Champions School of Real Estate

6 hours of credit towards MBA-Texas A&M at Corpus Christi, TX

BA in Business-Texas State University - San Marcos, TX

AA in Business-DeL Mar Junior College-Corpus Christi, TX

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