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Click here or scroll down to respond to this candidateCandidate's Name
Street Address
PHONE NUMBER AVAILABLE EMAIL AVAILABLEOBJECTIVETo obtain a challenging and rewarding position where my education, skills and leadership can be utilized to assist the company to reach its institutional goalRELEVANT SKILLSoBilingual (English/Spanish)oProduction planning and quality management backgroundoStrong analytical, organizational and entrepreneurial skillsoResult-oriented management of peopleoAble to systemized complex work environments, quick to learn new concepts, oriented towards cost controloGood sense of creativity and originalityoExcellent customer service and conflict resolution skills.oComputer skills including Word, Excel, PowerPoint, Internet Explorer, Outlook.oExperience providing interpretation and translation servicesoExperience working with people from different backgrounds.oExperience supervising personnel and training new staff.PROFESSIONAL PROFILEASSISTANT CALL CENTER MANAGEREFTPS (ELECTRONIC FEDERAL TAX PAYMENT SYSTEM). Aug 2019 to presentHire, onboard and train call center personnel.Coach call center staff through challenging customer service issues.Analyze call center data and prepare reports for upper management.Evaluate staff effectiveness and performance annually or on an at-need basis.Lead team meetings and give presentations to executives.Develop monthly, quarterly and annual call center goals and action plans.Prepare work schedules to ensure sufficient coverage.Create personnel and supply budgets for approval.Manage 8 supervisors in the Columbia and Richmond sitesLaunched new Richmond call center from the ground up.BILINGUAL SUPERVISOREFTPS (ELECTRONIC FEDERAL TAX PAYMENT SYSTEM)Coach and train all the bilingual agents in the program (15 people)Interview and hiring of new agents (bilinguals and Americans)Provide support to agents and set team the performance goals in line with the companys goalsImplement KPIs. Jan 2017 to Aug 2019.MENTOREFTPS (ELECTRONIC FEDERAL TAX PAYMENT SYSTEM)Responsible for addressing customer escalations. Serve as supervisor when needed. Responsible for training new agents. Sep 2016 to Dec 2016.FINANCIAL ADVISOREFTPS (ELECTRONIC FEDERAL TAX PAYMENT SYSTEM)Responsible for handling taxpayer payments and inquires. Major Achievements: Selected for 7 months in a row as "Employee of the Month" for exceeding key business metrics. Promoted to E-Desk. May 2015 to Sep. 2016. Columbia, SCPRODUCTION TEAM LEADERCook Biotech Inc.Responsible for leading operations at two main production lines. Responsible for planning and setting standards for high quality products. Responsible for on-time delivery. Enforce safety and sanitation regulations. Major Achievements: Implemented numerous continuous improvement projects to minimize waste and reduce cost while maximizing quality and yield. Eliminated a $750K production backlog improving company profitability. Improved morale among team members by providing the needed tools to accomplish production goals. Nov 2011 to Nov 2012. Lafayette, IN.PRODUCTION WORKERCook Biotech Inc.Setup, operate, troubleshoot, and clean primary manufacturing equipment. Follow batch records to dispense bulk materials and formulate solutions. Package product and containers per batch record specifications. Sanitize rooms and equipment, monitor / test environment, dispose of hazardous materials. Perform environmental monitoring procedures; respond to system alarms. Provide recommendations and implement solutions to resolve equipment and or process problems in a timely manner. Support the execution of product launch protocols and deliverables. Participate and support process improvement initiatives. May 2006 to Nov 2011. Lafayette, INPRODUCTION SUPERVISORHabanos Inc.Responsible for managing production matrixes. Responsible for production output and implementation of costs cutting measures. Direct and coordinate the activities of employees engaged in the production process. Confer with other supervisors to coordinate operations and activities within or between departments. Plan and establish work schedules, assignments, and production sequences to meet production goals. Conduct employee training in equipment operations or work and safety procedures, or assign employee training to experienced workers. Jan 1994 to Jan 2003. Holguin, Cuba.ACADEMIC HISTORYAD in Economics Business Management TechniquesUniversity of Holguin School of Economics. |
