15 years experience Call Center Management

Louis I. Santiago

*** ********* **** 315-***-****

Frankfort NY 13340

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

QUALIFICATIONS

Top performing leader with more than 15 years experience in working with a high volume call center and fast paced environment. Skilled with problem solving and responsive to meet the needs of clients, staff and management. Resourceful and adaptable to any office environment. Organizational ability to handle multiple priorities and meet deadline schedules. Attentive to detail and prompt to take corrective action. Quick study and eager to assume increasing levels of responsibilities.

EXPERIENCE

06/07- 08/09 ▪AT&T Premier Technologies▪ 1319 W ERIE BLVD. ROME NY

Store Sales Manager

Increased store revenue by 22%, consistently maintained all store goals with exceeding. Provided wireless solutions. Coached and developed new hires. Provided exceptional customer service. Followed up with customers after sale to ensure customer satisfaction. . Responsible for all day to day operations. Coached and observed new staff to assure quality performance and accurate dissemination of information. Continue to explore current technology to keep competitive and efficient. Evaluated job performance, initiate or recommend hiring, disciplinary, termination, and commendatory actions on assigned personnel. Motivate and continuously build strong working relationships with employees.

04/06- 10/06 ▪APAC Services ▪ Utica NY

Verizon Wireless Team Leader / Call Center Supervisor

Supervised a staff of 21. Prepared daily operations reports and forward progress to management

Maintained and role model integrity , professionalism to ensure company standards and expectations are upheld. Evaluated all sales staff for coaching opportunities. Held weekly coaching meeting. Held individual CFR meeting for progress, motivation, address any area of opportunity for coaching and most importantly to receive feedback from the floor and address any concerns they may have.

05/05- 08/06 ▪ Cingular Wireless• Atlantic Wireless ▪ New Hartford , NY .

Sales Supervisor

Implement marketing strategies to help promote features, accessories, and plans to maximize traffic and revenue. Trained, delegated duties and work schedules.

12/03 /05/05-▪BlueCross/BlueShield ▪12 Rhoads Dr, Utica , NY. 13502

Responsible for providing quality customer service. Resolve member /provider

inquiries. Assist sales staff with processing of application. Interact with other department to ensure prompt response in compliance to state guidelines.

12/01-10/03- ▪United Healthcare ▪ 123 Business Park, Utica , NY . 13502

Duties are similar to BlueCross/BlueShield, maintain confident levels

of knowledge on processing medical claims, on answering all clients concerns,

ability to stay poised on escalated calls, all while maintaining perfect attendance.

05/93-05/98- ▪AFSA Data Corp▪501 Bleecker St. Utica, NY.13501

As a team leader I trained coached and observed new staff to assure quality

performance and accurate dissemination of information. Coordinate distributions of both planned and spontaneous job task .

Education:

Courses in Banking and Insurance

Business Management

Languages:

Spanish/English

References furnished upon request

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