Customer Service Quality Assurance

JUAN RODRIGUEZ JR

ad7eqj@r.postjobfree.com 956-***-**** WESLACO, TX 78596

Summary Career Objective: Seeking a position with your company where I will have the opportunity to use my skills and achieve the opportunity to advance in the company. Skilled Customer Service Supervisor knowledgeable about monitoring metrics and maximizing team success in fast-paced Call Center settings. Performance- and quality-driven with 18 years of experience. Natural leadership talent with motivational approach. Boost customer service team productivity while maximizing customer satisfaction with strategic call management and process improvement strategies. Skilled leader with excellent program management, relationship-building and administrative expertise. Accomplished in training new employees and mentoring established associates to drive continuous improvement. Skills Quality Assurance, Employee Development

and Coaching, Work Force Management,

Avaya Phone System, printers, scanners

copiers, calculator, Bilingual in both oral and

written, Customer Service Satisfaction certified

from previous call centers call de-escalation

specialist

Clerical

Coaching

Customer Service

Leadership

Performance reviews

Phone System Policies

Quality Assurance

Real Time Reporting

Sales

Supervision

Employee Development

Bilingual

Training programs

Client relations and retention

Talent development

Conflict resolution techniques

Focused on customer satisfaction

Skilled multi-tasker

Management of remote employees

Expertise in sales

Call center experience

Experience Customer Service Supervisor 09/2017 - Current Black Turtle Federal Services McAllen, TX

Responsibilities Team Supervisor for agents assisting with FEMA Federal Project. Manage Quality Assurance, Attendance, Average Call Time, Schedule Adherence, employee coaching and development, occasional training to ensure new policies and procedures and met, one on one coaching to provide real time feedback based on live or recorded calls. Employee rewards program for top performing agents. Secure Floor inspections, Issue corrective actions as needed by way of PIP or CAP plans. Site Contact point of contact for bridge calls with other site leadership. Operation Supervisor 08/2013 - 02/2017

Maximus Federal Services PHARR, Texas

Team Supervisor/ floor coverage duties/ CSR coaching /Quality Assurance monitor/ disciplinary action as needed / report attendance / CSR development/ Productivity KPI monitor/ Real Time Adherence monitor/ Assisted with training as needed/ Created team incentives to reward top J

R

team Performers/

Conducted associate focus groups to gather personnel feedback, address concerns and establish rapport across team members and leadership. Reduced process lags and effectively trained team members on best practices and protocol. Motivated employees to share ideas and feedback.

Bilingual Customer Service Supervisor 11/1999 - 12/2012 Ticketmaster LLC Pharr, TX

Monitor team member's production and attendance.

Ensure Quality Assurance for all employee in center. Schedule routine performance reviews, issue corrective action as needed. Provide occasional training for team members.

Monitor event sales and sale points.

Confer with customers by telephone or in person to provide information About products or services, take or enter orders, cancel accounts, or obtain details of complaints. Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions check to ensure that appropriate changes were made to resolve customers' problems.

Fielded customer complaints and queries, fast-tracking them for problem resolution. Upheld privacy and security requirements established by regulatory agencies. Documented conversations with customers to track requests, problems and solutions. De-escalated problematic customer concerns, maintaining calm, friendly demeanor. Reviewed account and service histories to identify trends and issues. Operation Supervisor 07/1984 - 02/1998

Costep McAllen, Texas

Arrange for debt repayment or establish repayment schedules, based on customers' financial situations.

Locate and Notify customers of delinquent accounts by mail, telephone, or personal visits to solicit payment.

Advise customers of Necessary actions and strategies for debt repayment. Persuade customers to pay amounts due on credit accounts, Damage claims, or no payable checks, or to return merchandise.

Confer with customers by telephone or in person to determine reasons for overdue payments and to review the terms of sales, service, or credit contracts. Locate and monitor overdue accounts, using computers and a variety of automated systems. Answer customer questions regarding problems with their accounts. Record information about financial status of customers and status of Collection efforts. Trace delinquent customers to new addresses by inquiring at post offices, telephone companies, credit bureaus, or through the questioning of neighbors. Sort and file correspondence, and perform miscellaneous clerical duties such as answering correspondence and writing reports.

Education and

Training

Diploma

Mercedes High School

Accomplishments Recognized as Supervisor of the month on several occasions during last employment for outstanding performance and team contributions.

Consistently maintained high customer satisfaction ratings. Led team to achieve Top Performing Team, earning recognition from upper management and financial reward.

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