Customer Service Quality Assurance

Professional experience

****-** ******* ****** ****** North America Raynham, MA

Customer Service Manager

Responsible for leading, developing and motivating a team of 21 Customer Service Representatives

Monitor calls on a monthly basis and provide timely feedback to representatives.

Conduct training sessions on various topics such as products, promotions, and selling techniques, monitor results for training effectiveness and identify additional training opportunities to improve results.

Establish and implement incentive programs to maximize effectiveness and motivate performance.

Intervene and handle escalated issues and customers problems on an 'as needed' basis.

Responsible for day-to-day applications of departmental policies and procedures.

Ability to effectively manage human resource issues such as time and attendance, staff selection and performance management.

2000-to 2011 Teleservicios Internacional, Inc. San Juan, PR

Call Center Director

Third Party Vendor for American Express TRS in Miami, responsible for New Acquisitions, Up selling, and Concierge Programs for the following:

Small & Medium Businesses in Puerto Rico and parts of the US

Large Businesses in Latin America

Merchant Services in Puerto Rico & Latin America

Consumers in Puerto Rico

Maintain Service Level Agreements and Compliance Standards with American Express

Direct, manage and ensure the sales staff of 150 personnel, including managers, supervisors and Team Leaders.

Leading workflow distribution and floor management to ensure company goals are satisfied.

Responsible for the development of procedures, automation process, quality control, staff incentives and performance reports.

Conduct screening, interview, hiring and training of the new candidates of management staff and responsible for the development of the performance, production and management.

Evaluation, selection and negotiation with Vendors; specifically Telco & IT areas.

Building a team that effectively supports client programs, products and services.

Maintaining service, talk/wrap time, data, and both client and consumer satisfaction levels.

Lead effective Sales Training Meetings to ensure productivity.

Deliver call center CSR training including both formal classroom (large groups) and one-on-one coaching.

Communicate new and current promotional products, service, and customer service skills.

Promote in-depth knowledge of the client’s services and to encourage the use of the most effective sales techniques needed to improve sales.

Build and maintain strong relationships on behalf of the client with call center employees and management in order to create a positive environment for client sales and marketing efforts within the call centers.

Drive subscription activations in a call center environment.

Manage a demanding daily reporting schedule in order to ensure the company has a clear understanding of daily activity and results.

Managed performance of team, disciplinary actions and promotion recommendations

Accomplishments:

Business expansion to Latin America

Responsible for the Startup of second location in Colombia

Turnover rate – 13%

Service Level for Customer Service – 85%

Multi-national accounts with business increase of 300%

International development of key accounts in Latin America

Implemented and developed a paperless process for New Acquisitions through 100% recordings of the calls

1997 – 2000 Telecontacto, Inc. San Juan, PR

Call Center Manager

Responsible for the Startup of the business, reporting directly to the President.

Vendor negotiation, strategic planning of the business and establishment of procedures and operations parameters.

Direct call center operations as a liaison between clients, supervisors, and call center employees.

Administer performance management by diagnosing improvement opportunities, providing effective feedback, coaching, training, professional development, and corrective action plans.

Administration of PBX system; ACD, IVR, Auto attendance, CRM software

Perform quality checks, develop and review performance reports, identify areas to improve, and implement measures to improve performance levels and meet objectives.

Conduct group training sessions on financial products and services.

Develop sales techniques of each customer service representative to drive revenue growth.

Coordinate the interviewing, hiring and training of over 100 customer service representatives.

Monitor interaction between staff and callers to ensure quality assurance standards.

Review call center statistics to measure staff performance and the need for improvement.

Accomplishments:

Achieved business revenue of 2M in 3 years

Acquired 10 new clients

Increased Call Center up to 42 stations

1995 – 1997 Cooperativa de Seguros Múltiples de PR San Juan, PR

Customer Service Manager

Started up the 24/7 Customer Service Center

Driving the development of superior customer service and high performance.

Identified and made recommendation for process improvements.

Oversaw the implementation of organizational policies and procedures.

Monitored the performance of personnel to ensure a productive work environment.

Managed the HR function in the areas of staffing and training.

Motivated employees to achieve personal goals and to consistently meet expected quotas.

Built a teamwork environment that encouraged hard work and collaboration.

Ensured workflow efficiencies, customer service excellence, and quality assurance.

Education

[2006 – 2009] University of Phoenix Online

BBA in Marketing

[1988 – 1991] University of Puerto Rico San Juan, PR

Undergraduate Studies in Biology

Technical Skills MS Word, Excel, Power Point, Access, Lotus Notes

Telco & IT Experience: NEC, Avaya, Nortel, Cisco, CRM, Predictive Dialer

Licenses & Trainings Casualty & Property Insurance Agent, IIA Certification, Telescript Software Trainer and Programmer Certification, Modern Techniques for Written Communication, Employment Law & Sexual Harassment, How to Build a Better Team, The Human Factor in a Call Center, Empowerment, Motivating People, and Call Center Solutions Annual Conferences.

Professional memberships: Centro Unido de Detallistas, Asociación de Industriales, Cámara de Comercio de Puerto Rico, Direct Marketing Association, International Who’s Who.

Languages Fluent in English & Spanish, Italian

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