Customer Service Sales
Resume:
MICHAEL CONTRERAS
Sylmar, California 91342
*******@**.**.***
SUMMARY
More than six years of Customer Service Management experience in successfully managing all aspects of administrative recruiting and placement. The ability to work independently and in cooperation with others while working under pressure and completing projects on time
KNOWLEDGE, SKILLS AND ABILITIES
• Microsoft Word, Excel, PowerPoint, Project, Outlook and Access
• Qualitative and quantitative analytical skills
• Ability to maintain professionalism at all times, make decisions and work without supervision
• Familiarity, working knowledge with Microsoft related programs and services.
• Constantly alert to new software and technology with broad awareness of online services
• Basic understanding of online subscription services
• Advanced understanding of online services
• Can define or prove knowledge of the following terms:
• Chat
• Online meetings
• Online surveys
• Online search
• Website navigation
• Online purchasing (sales, cancellations, order checking, refunds)
PROFESSIONAL EXPERIENCE
Arvato Digital Services Valencia, California 11/10- Current
Call Center Advisor (Contract)
Train with a staff of customer service lead agents and customer service representatives, ensuring that customers are satisfied and that their needs are fulfilled. Rely on my experience and judgment to plan and accomplish goals. Assist in the Customer Service department processes, procedures, schedules and infrastructure. Process overall accountability for the smooth transition of customer service to customers. Provide an escalation path for customer service representatives and customers.
FTSI US Monrovia, California 12/08- 05/10
Call Center Manager
Controlled the Call Center to insure shift coverage and consistent responses and customer contracted service needs were met with 110% satisfaction. This coupled with managing other related responsibilities of this area.
Set and met performance targets for speed, efficiency, sales and quality.
Planned and managed change; managed the daily running of the call center liaised with supervisors, team leaders, operatives and third parties to gather information and resolve issues.
Maintained up-to-date knowledge of industry developments and involvement in networks.
Monitored random calls to improve quality, minimize errors and track operative performance.
Planned and developed staff recruitment, including wording vacancy advertisements and liaised with HR staff
Reviewed the performance of staff, identified training needs and planning training sessions.
Recorded statistics, user rates and the performance levels of the center and preparing reports.
Handled the most complex customer complaints or enquiries.
Organized staffing, including shift patterns and the number of staff required to meet demand.
Coached, motivated and retained staff and coordinating bonus, rewarded and incentive schemes.
Forecasted and analyzed data against budget figures on a weekly and/or monthly basis.
Developed, implemented and reviewed core responsibilities and tasks.
Analyzed performance statistics and made decisions on the basis of the statistics.
Improved performance by raising efficiency and sourced new equipment to enable this, e.g. new dialing products.
Time Warner Cable Corp, Hollywood, California 2003-2008
Customer Care Supervisor
Supervised activities of the call center.
Assisted agents as needed and be accessible to customers to receive complaints, answer questions, and assist them with their requests.
Performed additional supervisory responsibilities such as conducting performance evaluations, ensuring staffing levels, scheduling, and telephone monitoring.
Ensured compliance with all company policies, procedures, standards, and goals.
Assisted team members in understanding and complying with performance standards, policies, procedures and other requirements.
Provided input to management on policies, procedures, problems and development of team members.
Developed, implemented and tracked motivational programs to increase phone performance, sales, monitoring scores, etc.
Supported, trained, and counseled staff.
Assessed training needs and coordinate training for staff.
Kept staff well informed through regular meetings and dissemination of written materials.
Interviewed and assisted with the selection of new hires.
Prepared monthly reports as required.
Scheduled and organize personnel to accommodate anticipated work flow.
Established goals and objectives, and monitored performance against them.
Helped to develop short and long range plans.
Developed operational procedures, and prepared administrative and statistical reports.
Submitted recommendations for providing effective services or sales and implemented approved plans.
Oversaw implementation of service policies and procedures.
Monitored customer satisfaction, and worked directly with representative of major customers.
Monitored employee satisfaction on a daily basis, and works with Employee Survey finding to develop and implemented action plans to maintain and improve on employee satisfaction.
Reviewed performance against goals and provides counseling.
Planned, approved, and implemented programs for the timely development and progression of individuals.
Planned and granted salary increases, and recognition and incentive awards as appropriate.
Handled discipline and documentation steps in problem employee situations.
Ensured adherence to company and community employee values, laws, policies, and practices such as valuing difference and overtime.
Customer Care Sales Support Professional
Active in successfully assisting and troubleshooting all aspects of customer care issues, acted as a liaison between the Marketing group and the Customer Care call center representatives.
Conducted sales performance analysis and recommend and implemented improvements. Communicated and executed incentives, promotions and monthly campaigns to all CAE (customer care employees)
Mentored and trained new and current employees on the floor, enabling them to become fully functional and proficient at problem solving and placed those in a Sales Mindset Performance Improvement Program.
Successfully informed Customer Care Representatives with all flash bulletins in regards to new product and promotions. Introduced a computer valued program tool to improve call handle time.
Customer Care Executive
Successfully assisted and troubleshooting all aspects of customer billing issues, complaints with professionalism and courtesy and reassured their belief that Comcast is a company that cares.
Mentored and trained new and current employees on the floor, enabling them to become fully functional and proficient at problem solving.
Kana E-Care Specialist
Responded to customer’s questions in concerns via email.
Established immediate and set positive tone with customers. Continue to use resources to resolve all issues.
Completed the resolution in a way that the customer felt valued and effort was made to exceed their expectations.
EARTHLINK NETWORK INC., Pasadena, California 1999-2003
Customer Service Specialist
Developed a successful, professional approach to provide quality customer service of Internet troubleshooting.
Acted as the single point of escalation for customers more difficult than agents on the team are able to assist.
Designated by immediate Supervisor to serve as acting Supervisor to ensure seamless operations.
Mentored and trained new and current employees on the floor, enabling them to become fully functional and proficient at problem solving.
Implemented various strategies to manage an increase in volume of calls and satisfy the customers.
EDUCATION
B.A., Business Administration and Accounting, California State University
Los Angeles, California
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