SUMMARY:

• Dedicated project/program manager and trainer with experience in customer service and technical support environments. Consistently achieve record - high customer service rankings, improvements to the bottom line, and turnaround of underperforming operations.
• Respected builder and leader of customer-focused teams; with the ability to instill a shared, enthusiastic commitment to customer service as a key driver to achieve company goals. Lead by example and ensure the execution of all safety, security, quality, and store operations policies.

CORE STRENGTHS:

• Customer Service Management
• Complaint Handling & Resolution
• Technical Proficiency
• Fostering Customer Relations
• Bilingual (English / Spanish Fluent)
• Budget and Cost Control
• Staff Training and Development
• Change Management and Quality Control
• Sales & Margin Improvement

WORK EXPERIENCE:

Confidential, Denver, CO

Contact Center Project Manager

Responsibilities:

• Call Center Operations Management: Recruited, selected, oriented, coached, motivated, trained, developed, disciplined, and coordinated employee performance to meet the 24/7 Inbound/Outbound Healthcare and Pharmaceutical Services Contact Center goals and objectives. Reviewed and evaluated staff performance and operations functions to ensure proper efficiency and quality to meet business and regulatory requirements.
• Client Relations: Cultivated client relationships to better understand their needs and acting as a client advocate. Handled customer escalations and ensured customer satisfaction.
• Responsible for completing invoicing, budget analysis, and contract negotiations.
• Technical Project Management: Worked closely with technical teams to ensure client telecom project implementations were completed as required and on schedule.

Confidential, Thornton, CO

Contact Center Supervisor

Responsibilities:

• Supervised Inbound/Outbound Higher Education Contact Center. Recruited, selected, coached, motivated, trained, developed, and guided employee performance to meet Contact Center goals and objectives.
• Reviewed and evaluated staff performance and operations functions to ensure proper efficiency and quality.
• Ensured employee adherence to policies, procedures, and the Code of Business Conduct.
• Handled customer escalations and ensured customer satisfaction.

Confidential, Centennial, CO

Supervisor/Coach/Trainer

Responsibilities:

• Call Center Operations: Supervised Inbound/Outbound teams of Healthcare Customer Service and Sales Representatives. Monitored and evaluated calls, coached CSRs and upheld customer service and quality standards. Start-Up Center: Assisted in the recruitment and development of the new hire training programs.
• Educated, motivated, lead, guided and directed representatives to achieve performance requirements.

Confidential, Thornton, CO

Technical Service Desk Supervisor

Responsibilities:

• Managed operations of 24/7 Data Center operations. Interviewed, hired, trained, and supervised a team of 8 agents that supported flexible availability services.
• Provided direct technical support as a central point of contact for clients. Monitored ACD queues, upheld quality requirements, and maintained ACD agent statistics.
• Managed technical escalations, maintained stability of client services, and engaged specialty teams as needed.

Confidential, Englewood, CO

Bilingual Retail Services Representative

Responsibilities:

• Provided nationwide service and support for English and Spanish speaking retail dealers.
• Assisted with dealer account management, application escalations, commission inquiries, and support needs.
• Addressed system issues, assisted with rebates and national promotions, and tracked dealer escalations.

Confidential, Denver, CO

IT Helpdesk Analyst (Contractor)

Responsibilities:

• Provided technical and service-related support for 250+ computer and peripheral users.
• Performed immediate analysis of customer problems via phone, e-mail, and Intranet form self-service requests.
• Recorded customer problems using IT ticketing system and communicated service updates to users.

Confidential, Littleton, CO

Sales and Marketing Representative

Responsibilities:

• Handled high volume of inbound calls relating to entertainment products and services and addressed customer concerns and solicited sales of Confidential products and services.
• Provided quality customer service through one-call resolution and established long-term customer relations. Coordinate local marketing campaigns.
• Consistently maintained high ranking in performance, service, sales, and quality.

Confidential, Englewood, CO

Confidential -Service Project Manager

Responsibilities:

• Directed and coordinated activities of project personnel to ensure project progressed on schedule and within prescribed budget.
• Developed project tasks, responsibility schedules and resource requirements.
• Maintained and upheld strict change management principles, disciplines, proactive measures and procedures, as required, to ensure the expected quality was delivered or exceeded. Directed application and solution testing.

Confidential

Program Manager

Responsibilities:

• Managed Multi-Vendor support via Confidential ’s partnership with Technical Support Alliance Network.
• Managed escalations from technical support teams, field engineers, third-party vendors, and service partners.

Confidential

Technical Support Engineer III / Technical Escalation Mgr

Responsibilities:

• Lead technical support team that handled incoming calls, addressed and resolved technical issues on storage devices such as standalone tape drives, autoloaders, libraries and disk-based backup systems.
• Escalation Management—worked with the customer and field technicians to resolve all issues.