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Click here or scroll down to respond to this candidateCandidate's Name
Street Address S. 58th Ct.Cicero, IL Street Address
Mobile: PHONE NUMBER AVAILABLEEMAIL AVAILABLEProfessional Summary:I consider myself to be an open and driven person, with a passion for technology and service to others. Who can manage daily office operations along with having leadership skills to perform tasks and responsibilities. I take pride in knowing I can create amazing customer experiences by being kind and understanding, while providing solutions for complex, technical issues. I feel I have a lot to offer the company with a decade of customer service experience also being bilingual in utilizing the Spanish language as well as over 9 years experience in the field of technology and sales. I am eager to gain new skills being a strong, ambitious and very tenacious person.SKILLS Proficient in Microsoft OfficeFluent in English and SpanishInterpersonal and communication skill with both customers and co-workers Technology background in Apple I-TunesMulti-tasking, prioritizing and quality control skills Customer service to both direct clients and customers Ability to work in a team environmentAbility to meet or exceed Performance Competencies EMPLOYMENT *August 2022-Present PCG Consulting Group: Team Manager Job responsibilities include remote team management and monitoring in operations for inbound and outbound call centers. Quality analyst for escalation calls from clients. Delegating tasks to supervisors and team leads on new process and policy procedures for professional development in operations.Attending daily meetings with clients as well as different leadership levels to speak on performance, attrition, service levels, and training updates for new hires.. Guide team managers, mentor them, and provide constructive feedback when necessary to develop a strong relationship with their teams to succeed and perform for the company. Approving schedules based on the needs of the business to balance out schedule adherence to meet service levels and record different levels of metrics. Establish team objectives and goals.Provide performance reviews for improvement, corrective action and/or termination of employees. Working with HR on leave of absences for staff.* June 2020-August 2022 PCG Consulting Group: Quality Real Time Analyst Adherence AdministratorJob responsibilities include remote monitoring and reporting schedule adherence using real-time adherence software and ACD real-time displays. Provide real-time scheduling and call flow support for the business environment. Work closely with Operations to assist them in enforcing schedule adherence and call time threshold guidelines. Assist in weekly and monthly scheduling. Act as liaison between Call Center Operations and IT/relative to call flow issues, equipment and call routing issues and system lockout issues in general according to the established escalation process. Keeping records of absenteeism and helping assist in other duties as assigned.*Apr. 2020- June 2020 PCG Consulting Group CSRJob responsibilities include remote inbound/outbound Call Center Client Support Specialist responsible for assisting customers with Illinois Unemployment Agency IDES to file client claims and assisted Spanish clients.*Feb. 2019- Dec.2019 Temp Service/ EP logisticsJob responsibilities included freight dispatcher: Full service receiving and shipping warehousing for caterpillar machinery and material. Dispatching and coordinating scheduled drivers for pickups and deliveries on different routes or statesMaintained up to date records and reviewed logs for any violations, errors or damage to freight.Cross-Docking, Container stuffing, POD (proof of delivery), Bill of lading, noting weight any overages or shortages,photograph the load and assign to the freight serial number date and record in file, responsible for count of freight, lot control and serial number control and hazardous material for safety.*Oct. 2013 May 2019. Team Supervisor, ConduentJob responsibilities include management of daily office operations in the call center, including monitoring attendance and job performance, training and setting of goals for job growth. Collect feedback to improve customer service for all employees including supporting often hostile customers. Direct customer service contact to resolve both complex technical and billing issues.*July. 2011 Jan. 2013 - Team Lead, McDonalds Corp. Restaurant Job responsibilities included managing workflow, training and scheduling. Licensed for Quality Control.*Jan. 2007 Jan. 2010 Customer Care Agent, Nextel Corp. Opened and closed the store depending on the schedule and when closing, also included cash closings at the end of the day. Customer service including sales, customer service and technical problem solving.EDUCATION 2003-2004 West Side Technical City College Bridge Program to upgrade Math or Reading skills. Sept. 1987 May 1991 Benito Juarez High SchoolREFERENCES Supplied upon request |
