Customer Service Manager

Mario Gonzalez

Profile

• Well-rounded background in human resources, training, safety, operations and consumer affairs.

• Excellent experience developing and implementing a variety of corporate programs, including those that must comply with corporate, state, or federal agency guidelines.

• Skilled in developing department budgets and creating department objectives.

• Experienced in writing and delivering presentations for executive meetings.

Work History

Integral Pharmacy Services. Doral Fl Nov. 2006 to May. 2008

Customer Service Manager

• Implemented policies and procedures for customer service representatives.

• Established training manuals for new call center software.

• Met or exceeded service levels as well as lowered abandon rate.

• Trained representatives on new software program and cross promotional techniques.

• Established an outbound team as a measure to diminish inbound call as well as new member courtesy calls.

• Lead two teams 10 outbound reps and 15 inbound reps.

Promero Inc. Pompano Beach Fl Jun. 2005 to Nov. 2006

Customer Service Manager

• Develop, implement and monitor quality assurance metrics to verify information in database.

• Established training manuals for call center software utilized for training and reference purposes.

• Negotiate service contract with broker contacts while maintaining company’s brokerage quota.

• Oversee, develop and re-evaluate policies for credit charges, charge backs and resolutions.

• Created manuals for contracted mortgage brokers.

• Lead a team of 12 telemarketers and verifiers.

Prescription America / Lakeview Health Systems Miami, FL Dec. 2003 to Jun. 2005

Customer Service Manager

• Develop plan, conduct audits and variance analyses, process payroll and payroll tax reports.

• Prepared quarterly reports, as well as quality assurance amendments for products.

• Maintain and update accurate product inventories for governmental control reporting.

• Served on team that created short- and long-term department objectives in accordance with company goals.

• Lead a team of 8 customer service reps.

Topp Telecomm / Tracfone Miami, Fl May. 2001 to Nov. 2003

Technical Service Manager

• Support sales reps by implementing technical support reference manuals for new accounts and upgrades of existing service.

• Created customer satisfaction survey, drastically reducing potential technical problems.

• Maintain quality control records, constantly seeking new ways to improve customer service.

• Achieved and surpassed company service levels and metrics.

• Led a team of 32 tsr’s.

• Created service manuals to assist tsr’s in achieving metrics and service levels.

Education

Florida International University, Miami, Fl

Professional Communication Principals Sept. 1996

Organizational training and Development Mar. 1995

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