I have overĀ Sixteen years of Customer Service Experience and overĀ Four Years of Management experience. I have also supervisedĀ my ownĀ teamĀ to ensure our customer satisfaction and coach them on a regular basis to ensure our metrics and goals were met.Ā I am a high-energy Manager successful in building and motivating dynamic teams.Ā As a supervisorĀ I make sure IĀ cultivate a company culture in which staff members feel comfortable voicing questions and concerns, as well as contributing new ideas that drive company growth.Ā
Skills
Supervisor calls
Coaching Agents
Customer relations
Flexible thinker
Recruitment and talent development
Budgeting and finance
Clerical Work
Technical Support
Strategic planning
Emails
Vendor sourcing and negotiations
Inventory control
Customer-oriented
Orders of Product
Organizing Calendars
Education
Harlingen High School SouthHarlingen, Expected in 2003 ā āHigh School Diploma: - GPA:
Work History
The Tjx Companies, Inc. - Customer Service Allen, , 02/2015 - Current
Ā
Supervisor Intern- Overseen my own team and coached themĀ on a regular basis.Ā Managed agents on compliance of call handling and withĀ theirĀ metrics.Ā Provided coaching for my team along with team building exercises to improve our customer experience.Ā Assisted the Managers and Supervisors when needed with listening to calls and providing constructive feedback to agents.Ā Assisted with coaching and floor support along with Supervisor calls.Ā I had the pleasure ofĀ being a part ofĀ the last three training classes in providing support and by helping mold our new agents in becoming constructive Customer Service Agents.
Administration Intern- I assisted with organizing calendarsĀ and responding to emails regarding our Call Center. I organized luncheons and wasĀ responsible for ordering supplies and products.Ā Assisted supervisors with coaching agents and listening to calls. Part of this position required that I manage any incoming or outgoing mail and distribute to the correct location. Reporting any issues with the Call Center.
Mentor ship where I took part in molding new agents into transiting into a great customer service representative. I assisted agents with any questions they have.
Customer Service Billing- I receive incoming calls and assist customers with billing questions. Part of my position requires us to Sale various products to consumers and provide technical support.
Would oversee several associates in several locations and maintained a good stable work environment.
Assisted with making inbound and outbound calls to customers and non customers for their payments.
Took part in our in house Collections and assisted with door to door Collections when necessary.
Marketing- I partnered with different businesses and provided marketing material to help our business thrive. We also cold called customers to improve our sales.
Analyzed performance records on a daily report by auditing files and checks every week.
I would draft the budget and monitor our expenses on a monthly basis. I purchased and ordered any necessary products for the locations I was managing.
My team and I increased profits on a monthly basis by collecting on closed accounts and providing an increase of sales.
Maintained up-to-date account information for all customers with a loan.
Developed metrics and measured success in order to further the business cost.
Sales- provided payday and title loans to consumers on daily basis.
Cashier- Responsible for all monies in the location, bank deposits and cash register audits.
B. Riley Financial, Inc. - Associate , , 2009 - 09/2009
Ā
I assisted with inbound and outbound calls to customers for reminders of their upcoming payments.
Door to door collections and outbound collection calls
Marketing and partnering up with various companies to provide a steady relationship.
Responsible for my Register and assisted with Bank duties.
Created market and customer-specific marketing solutions for managed brands.
Maintained up-to-date account distribution information.
Developed methods to establish and clarify customer objectives.
Developed metrics and measured success in order to further penetrate the marketplace.
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