Management professional, effective at building highly-motivated teams, as well as leading cross-functional teams in a fast-paced environment. Ambitious Customer Service Manager experienced with managing complex projects and driving productivity improvement.
Accomplishments
Computer Proficiency.
Used Microsoft Excel to develop inventory tracking spreadsheets.
Promoted from collections role to administrative role within 6 months.
Skills
Project management Team leadership Self-motivated Staff development Strong verbal communication Conflict resolution Data management Extremely organized Team leadership Process implementation
Critical thinking
Team leader
Work History
Sr Specialist 1, 09/2016 to 01/2018 Myeyedr – Mechanicsville, MD,
promoted from collections to vehicle re-marketing run daily macro reports from auctions input data into the chase integrated auto finance system input proceeds into different system.
auto collections Chase - Phoenix, Arizona Work daily accounts for auto loan customers who have outstanding balances with chase, skip trace accounts to contact customers to resolve why customers are past due.
gain information to make sure loan profile is up to date.
and provide solutions to better accommodate customers.
Entered numerical data into databases in a timely and accurate manner.
Scanned documentation and entered into the database.
Produced monthly reports using advanced Excel spreadsheet functions.
Assistant manager, 04/2010 to 04/2014 Cano Health – Mcallen, TX,
Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems on the spot.
Managed wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently.
Provided an elevated customer experience to generate a loyal clientèle.
Cross-trained and backed up other customer service managers.
Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
Managed work flow to exceed quality service goals.
military police Us army reserves - buckeye, arizona Developed and led training programs in preparation for combat.
Operated and maintained communications equipment.
Prepared documents for destruction.
Surveyed and analyzed terrain to determine optimum equipment placement and use.
Supervised teams in support of security and installation law and order operations.
Reviewed disciplinary and other adverse actions and made recommendations.
Planned and briefed personnel on missions.
sales and support, 04/2016 to 09/2016 GoDaddy Gilbert Office – City, STATE,
Managed call flow and responded to technical support needs of customers.
Evaluated and responded to incoming sales leads and requests for technical support assistance.
Identified and solved technical issues with a variety of diagnostic tools
Reviewed technical documentation and procedures
Defined and documented technical best practices.
Identified and eliminated website bugs to improve user experience.
Conceptualized, planned and executed original designs for a wide range of website properties.
premier technical support, 06/2015 to 04/2016 Asurion – City, STATE,
Effectively managed a high-volume of inbound and outbound customer call
Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment.
Developed all process controls and metrics for daily management of the Call Center.
Answered a constant flow of customer calls with up to 50 calls in queue per minute
Retention Specialist, 08/2014 to 06/2015 Cox Communications – City, STATE,
Prioritized daily workflows, including all inbound calls, quotes and sales-related inquiries.
Customer Service
Documented all customer inquiries and comments thoroughly and quickly.
Coordinated between billing department and customers to resolve problems.
Processed cash and credit payments rapidly and accurately.
Referred unresolved customer grievances to designated departments for further investigation.
Military Police Officer, 01/2008 to 01/2016 US Army Reserve – City, STATE,
Developed and led training programs in preparation for combat
Operated and maintained communications equipment.
Prepared documents for destruction
Surveyed and analyzed terrain to determine optimum equipment placement and use
Supervised teams in support of security and installation law and order operations
Reviewed disciplinary and other adverse actions and made recommendations
Planned and briefed personnel on missions
Education
High School Diploma: , Expected in 2008 Cesar chavez high school - Laveen, Arizona GPA:
Skills
addressing customer concerns, Data management, sales, sales and support, spreadsheet, Staff development, technical support, technical documentation, training programs
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