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Click here or scroll down to respond to this candidateCandidate's Name
Skilled professional with extensive experience leading people, developing associates, managing business initiatives and projects in a call center environment.EXPERIENCESupervisor, QTC Management, San Antonio, TX, August 2021 PresentSupervise a team of 18 agents and 2 leads responsible for taking inbound calls and making outbound calls to our military members, assisting them with medical appointments to ensure they are fit for deploymentSupervisor (Contract), TEK Systems, San Antonio, TX, March 2021 July 2021Supervised team of 18 specialists responsible for incoming and outbound calls.Regularly listened to and monitored calls and provide feedback for recognition, positive input, and areas of opportunity to improve.Managed adherence to schedules and availability on daily basis all specialists worked remotely.This was intented to be a 2-year contract with the State of Texas Department of Health to touch base and follow Covid cases. The contract was cancelled once the Covid vaccine was created and distributed.Investment Specialist (Contract), Apex Systems, San Antonio, TX, December 2020 February 2021Responsible for establishing new accounts and maintenance agreements with clientele.Proactively reached out to members via phone for clarification regarding specific requests and correct and accurate data processing.Inside Sales Consultant, PCI Publishing, San Antonio, TX, February 2020 December 2020Received inbound calls for directory publications on behalf of colleges, universities, high schools and other organizations. Handled up to 30 inquires per day. Additionally, made outbound calls for follow up and to solicit potential customers.Demonstrated strong listening skills to gain clear understanding of callers needs and offering the appropriate product to complete the sale.Displayed patience and integrity approaching each call with a fresh outlook and clients success in mind.Investment Specialist (Contract), USAA, San Antonio, TX, June 2019 August 2019Responsible for establishing new accounts and maintenance.Reached out to members via phone for clarification regarding requests, to ensure correct and accurate data processing.Participated in group huddles ad meetings, team approach to success.Client Services Team Manager, American Funds, San Antonio, TX, October 2006 February 2018Managed team of 10-15 highly skilled call center associates in the mutual fund industry.Reviewed associates work for accuracy; monitored associate availability, handled time and adherence to schedulesCoached; developed; engaged/led performance discussions, assessed performance, wrote annual performance reviews.Helped associates think through complex business decisions; assessed risks and made approvals or escalated as appropriate.Ensured team was effective liaison for service center and marketing department.Managed the environment by being approachable and setting a positive tone.Served as a resource to peers by providing technical, business, or associate relations input.Led cross-site core functions to include 403-B regulations, advanced resources and all aspects of quality control to include: creating database, determining which quality factors should be considered for meeting expectations or requiring additional assistance.Led projects working with peers in multiple departments and cross sitesInitiated change through process improvement; assisted teams with change management.Facilitated team meeting and presentations.Client Services Team Manager, USAA, San Antonio, TX, October 1996 October 2006Demonstrated problem solving skills, transaction accuracy and service skillsQuickly promoted to management coached, mentored, wrote performance assessments and managed engagement activitiesManaged team of call center associates servicing mortgage loans to include fixed, VA and ARM loans.EDUCATIONBachelors Degree, Business Administration, University of Texas San Antonio, 1988 |
