(555) 432-1000,
, , 100 Montgomery St. 10th Floor
Professional Summary

Results-driven Call Center professional bringing excellent leadership skills and capability to help staff meet and exceed customer and business goals and expectations. Equipped to train, motivate, and manage high-performance teams in fast-paced environments. Personable,proactive and decisive with expertise in diplomatic conflict resolution and consumer behavior.

  • Strong leadership
  • Data Capture and Analysis
  • Handling Escalations
  • Time-management
  • Leadership skills
  • Written and verbal communication skills
  • Problem-solving skills
  • Negotiation skills
  • Patience, compassion and empathy
  • Project management
  • Data entry
  • Proprietary software
  • Leading Team Meetings
National Laser Institute Scottsdale, Expected in 2015 : Laser Hair Removal - GPA :
Mesquite High School Gilbert, AZ Expected in 2009 Graduate : General Studies - GPA :
Work History
Bimbo Bakeries Usa - Customer Care Escalations (Executive) Supervisor
Decatur, GA, 08/2018 - Current
  • Supported 60 representatives with defusing and resolving escalated customer issues.
  • Creating standard operating procedures for internal and external processes.
  • Handling high urgency/high importance customer escalations
  • Delivering out of the box solutions to customers that require the highest tier of white glove customer service
  • Communicating with different tiers of leadership in order to enact solutions for these customers and gain stakeholder approvals when needed.
  • Analyzed and solved multi-faceted problems that effected executive leaders and business initiatives.
  • Resolved issues through active listening and open-ended questioning, escalating major problems to Senior Managers and Company Directors
  • Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
  • Collaborated with Product and other cross-functional departments to achieve customer satisfaction results.
  • Achieved specific team objectives and collection activity.
  • Organized Project meetings for Customer Care and coordinated availability of conference rooms for participants.
  • Maintained 100% attainment goal
  • Peer to Peer reviews as well and peer to management review
  • Coached employees through day-to-day work and complex problems.
Db Schenker - Quality Assurance Analyst
Miami, FL, 06/2014 - 08/2018

Quality Assurance Analyst

  • Listening to advisors calls to ensure the quality of the call.
  • Daily coaching's and reviews.
  • Implementing performance plans working closely with operations and team leads.
  • Created and achieved product quality objectives and met product specifications.
  • Fixed identified issues to increase productivity and boost workflows.
  • Supported company in maintaining work environment focused on quality, communication, collaboration, integration and teamwork.
  • Monitored process checks for proper completion and correct frequency.
  • Reported problems and concerns to management.
  • Determined root cause of deviations and non-conforming results and implemented appropriate corrective and preventive actions throughout product development process.
  • Provided training to over 60 onboarding team members in 4 years.

Technical Support Agent

  • Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
  • Provided Tier 1 IT support to non-technical internal users through desk side support services.
  • Resolved system, hardware and telephone issues within an 8 hour scheduled shift, improving efficiency among departments.
  • Offered troubleshooting of connectivity issues across networks such as Wi-Fi, cellular and Remote
  • Defined and documented technical support best practices for Product technologies.
  • Collaborated with supervisors to escalate and address customer inquiries or technical issues.
  • Evaluated and responded to incoming sales leads and requests for technical support assistance.
  • Assisted customers with product selection based on stated needs, proposed use and budget.
  • Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
  • Assisted customers in identifying issues and explained solutions to restore service and functionality.
  • Managed high levels of call flow and responded to Customer technical support needs.
Affinitas - Customer Service Representative
City, STATE, 01/2010 - 05/2014
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Provided primary customer support to internal and external customers.
  • Provided information regarding charge accounts and loyalty programs.
  • Answered constant flow of customer calls with minimal wait times.
  • Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.
  • Collected customer feedback and made process changes to exceed customer satisfaction goals.
  • Handled escalated customers in fast-paced call center setting in coordination with a solid team of 80 customer service associates.

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School Attended

  • National Laser Institute
  • Mesquite High School

Job Titles Held:

  • Customer Care Escalations (Executive) Supervisor
  • Quality Assurance Analyst
  • Customer Service Representative


  • Graduate

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