Manager Customer Service

RODOLFO CASTRO

*** ********* ****** *** *** Mont-Royal, QC H3P 2C8 Téléphone: 514-***-****

email : **************@*****.***

SUMMARY OF SKILLS

A dynamic, multilingual (Spanish, English & French) professional with over 16 years of customer service experience, service quality, process improvement (SLA's) in Financial and IT Institutions, excellent communication skills and great ability to identify problems, manage resources, resolve problems. Provide training to new hires and end-users. My knowledge of applications includes PBX-ACD, IVR, coordinate web-site designs. Advanced user of Microsoft Office tools, Windows XP, Vista and Windows 7.

PROFESSIONAL EXPERIENCE

Customer Services Team Leader at TATA Consultancy Services (UPS – Supply Chain Solutions and freight Account)

April 2008 – Present

• As a team leader, oversees help desk operations to ensure that set objectives are achieved and provide effective feedback to agents.

• Follow-up of priority cases, maintain constant communication with clients and assist them when required.

• Provide coaching to agents regarding process that are not being adhered to and ensure all agents to accomplish defined SLA for call performance.

• Administrative task as: MIS Inbound/Outbound call reports, Agents logged time, Call/ticket ratio, compliance of quality, service metrics, prepare reports to management containing the Help Desk received and attended calls on a daily basis manner.

• Coordinate and dispatch field technicians to sites.

• Planning a course of action to transfer main Help Desk operations from Montreal Office to Chennai Office (India) in order to improve the relation cost/benefits to our client.

• Ensure the adherence to schedule of all agents: start times, breaks, lunch as well as vacation periods.

• Act as liaison between departments to resolve high priority cases.

Call Center Manager at Stanford Bank - Venezuela

April 2005 – June 2007

• Responsible to set-up the new Call Center and Customer Services Claims unit for Stanford Bank Venezuela.

• Contract vendors and manage the relationship to implement PBX-CTI system, IVR strategies, define call routing and operations processes.

• Lead the Internet Online Banking definition and bill payment system.

• Establish the training process and work close with HR to recruit the needed staff: agents, and team leaders.

• Managed staff of 20 people.

Contact Center Manager at Consultores SC - Venezuela

July 2004 – April 2005

• As outsourced company, manage the relationship with the clients and lead the Telemarketing and collections call center’s operations for two main clients:

CANTV: Major Telephony Company

Electricidad de Caracas: Major power Company

Supervision of: 15 representatives

Contact Center Coordinator at Atento Venezuela

September 2003 – July 2004

• Responsible of Contact Center operations to ensure SLA’s accomplish

• Manage communications with the client to check and improve new business opportunities.

• Provide written reports, data, analysis and other information to Senior Managers and Executives as necessary, review priorities, workflows, routines and the most appropriate operational methods.

• Implement corporate and departmental policies, procedures, and service standards.

• Supervision of: 30 representatives and 3 team leaders

Call Center Manager at Citibank Venezuela

December 1994 – July 2002

• Responsible of Call Center operations to ensure SLA’s accomplish.

• Analysis of scripting and calling strategies.

• Staffing calculation regarding call volumes expected.

• Responsible for Call Center State of Art Certification.

• Support the implementation of many systems required to improve the quality of service and productivity.

• Supervision of: 68 representatives and 10 team leaders

FORMATION

2008 French as a second language (FSL)

Université de Montréal.

1998- 2002 Bachelor of Business Administration (BBA)

UNIVERSIDAD SIMÓN RODRÍGUEZ, Caracas, Venezuela.

Other Courses and Certifications:

Train the Trainer, Decision Maker Training, Process Improvement, Leadership, People Skills,

Hobbies and interests

Cinema, cycling, Basketball, Racquetball, Baseball, music.

Contact this candidate