Customer Service Manager
Resume:
Streamwood, IL o_alexis24@hotmail.
Oscar A. Avelar
Objective To become part of a successful organization that will engage my
high standards of professionalism and work ethic and allow me to
expand my career by providing an opportunity for future growth
and development.
Experience July 2010- Sept 2010 Atlas Staffing, Inc
Elgin, IL
Staffing Specialist/Recruiter
Screen resumes, interview, review past employment, reference
check, placement of employees
Accurately review applications, id's, verify work status through
I-9 and e-verify
Maintain records: filing, data entry, reports
Payroll processing on 300+ employees
Follow-up with clients on placed employees
Monitor employee performance, disciplinary action, time off
Unemployment checks and reduce cost of unemployment
Workman's comp issues and accident recording
Oct 2009- April 2010 HSBC Bank
Wood Dale, IL
Bilingual Customer Service/Sales
Inbound call center Customer Service and sales
Handle all calls, on billing, credit, activation, and issues of
all retail credit cards for HSBC.
Handle escalations and objections while maintaining a
professional demeanor and following quality and legal standards.
Stay current on all policies and procedures
Maintain sales, and quality standards and goals.
Oct 2007- April 2009 Security Associates
International Arlington Heights, IL
Customer Relations Supervisor
Promoted to First Shift Supervisor and in charge of Collections
Team and managing of cancellations 7/08
Client Liaison to outside Collection Agency (ADLG) Responsible
for maintaining a professional relationship between our company
and agency. Coordinate the collection effort, cancel accounts to
get accounts over to agency as well as re-instate accounts.
Promoted to Second-Shift Supervisor from Account Resources and
made permanent employee 10/07
Responsible for the productivity, efficiency, and quality of the
inbound/outbound calls for my specific team and align them with
the goals of the call center and company.
Responsible for the development and growth of team members;
promoted a rep to Team Lead under my guidance and another rep to
assist in special project
Come up with innovative plans and solutions to problems (3-tier
system for filtering calls with specific problems and goals to
accommodate the needs and the strengths of employees for
inbound/outbound calls)
Provide feedback, positive and negative to employees
Follow HR guidelines and enforce company rules, guidelines, and
procedures.
Maintain an effective and efficient relationship with outside
Collection Agency to effectively Collect on non-performing
accounts
July 2007- Oct 2007 Account Resources
Chicago, IL
Customer Care Representative
Temp agency- SAI Bi-Lingual Customer Care Rep
Responsible incoming and outgoing customer service calls
"Billing specialist" queue with GP access for taking billing
calls
August 2006- June 2007 Aldo Shoes
Aurora, IL
Store Manager/ Assistant Manager
Store Manager at 3 locations
Asst. Manager at Aurora location
Responsible for daily operations, sales, recruiting of staff,
sales results and stock placement and management
Hiring, training, and development of staff as well as recruiting
June 2003 - May 2006 Pacific Sunwear Merrillville, IN
Associate Manager / Store Manager
"Sunny" Award winner of 2004, named best manager of District 212
by upholding the company standards, core values, and statistical
achievements.
Managed the highest volume store of 2004 and 2005 as well as the
highest comp increase for both years.
Was training store manager for district responsible for the
training and development of all management personnel.
Responsible for training of daily operations, sales, and
recruiting for all levels of employees; also aided in career path
for all employees.
Increased volume by 30% in first year and by 14% the year after.
Promoted five times in short tenure over five different
locations.
Stack Ranking of #3 companywide for 2004.
1999 - 2003 Anchor Blue North Riverside, IL
Sales Associate / Asst Manager / Store Manager
Learned key aspects of consumer and retail management, including
customer service, satisfaction, and product placement.
Worked up to managing #1 volume rated store in the region.
Selected as one of two individuals for companywide human resource
training program.
Proven track record of success and promoted accordingly
Successfully promoted four individuals under my supervision for
positions as store managers.
Specialized in money/funds management, along with small office
duties such as scheduling, filing confidential and legal
documents, etc.
Education Aug 1996- May 2007 Triton College River Grove, IL
Associates in Arts
Aug 2007- Present Roosevelt University
Schaumburg, IL
Currently enrolled and seeking degree in the following:
Bachelor Degree in Business Administration/Human Resource
Management
Expected Graduation May 2011
Skills Fluent in English and Spanish
Vast comprehension of retail industry, including production,
development, advertisement, distribution, and consumerism.
Understand concepts of PC software, have experience with MS
Office and Internet Applications as well Call Center
applications such as Verint and CMS.
Know and understand general office policies and procedures
Experience in areas of Management and Human Resources such as:
Monthly Performance Plans as well as yearly reviews,
disciplinary action, hiring, training and development, benefits
enrollment, enforcement of Code of Conduct and ethical decisions
Have produced considerable amounts of increases in area of Sales
and Profits across multiple companies.
References: Available upon request
Contact this candidate