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Jesús
Customer Service & Operations Professional with 10+ years experience in logistics, call centers, and transportation
Contacto
Competencias
Proficient in handling customer inquiries, complaints, and ensuring exceptional service quality.
Experienced in overseeing logistics, call centers, and team coordination to meet organizational goals.
Bilingual proficiency with strong verbal and written communication, facilitating effective team and client interactions.
Skilled in identifying issues and implementing effective solutions in fast-paced environments.
Knowledgeable in managing transport operations for vehicles, machinery, and livestock with a focus on safety and timeliness.
Educacion
Idiomas
Resumen
Dynamic professional with over a decade of expertise in customer support, operations management, and logistics. Skilled in enhancing client satisfaction, team supervision, and optimizing processes across diverse industries.
Logros Clave
- Optimized call center productivity through strategic planning, improving efficiency and customer satisfaction.
- Managed sales and support for transmission products, enhancing client relationships and boosting revenue.
- Supervised operations across multiple roles, ensuring compliance and operational excellence in diverse environments.
- Led logistics for heavy machinery and livestock transport, ensuring timely and safe deliveries.
- Provided bilingual customer support, resolving complaints and improving customer retention.
Experiencia
Driver
Transmission Department
Overseeing all sales of transmissions., Delivered exceptional support to enhance client satisfaction., Delivered details on purchased or rebuilt transmissions to customers.
Scheduler/Planner
Oversaw onsite call center productivity on a daily, weekly, and monthly basis., Defined strategies to achieve call center objectives., Ensured the delivery of exceptional customer service., Provided guidance for call center supervisors and agents., Conducted onsite team meetings, and facilitated comprehensive onboarding and training sessions., Identified key performance indicators (KPIs) and the factors that impact them, preparing analytical reports, and identifying and filling performance gaps., Supervised the onboarding process, scheduling agent shifts, handling critical team concerns, and orchestrating the entire call center workforce.
Call Center Customer Service Agent (Rebates)
Provided customers' information and the status of their refund.
Call Center Customer Service Agent/QA Analysis
Provided agents with context-sensitive scripts based on specific customer information., Development and implementation of customer service policies and procedures., Updated agents on new and upcoming rebate programs and offers., Updated the daily, weekly, and monthly quality report of agents., Relieved call center supervisor with supervisor calls on customers' requests., Provided agents with the correct product acknowledgment for which rebates are being applied., Provided agents feedback on a daily, weekly, and monthly basis concerning their performance levels., Provided customers with the status of their rebate submission for various rebates., Relieved 2nd shift Production Manager in data entry training and supervising area., Updating associates on new and upcoming rebate programs and offers., Offshore data entry training, auditing, and various projects.
Call Center Agent/Supervisor
Oversaw all Call Center procedures., Maintained the operating system for all 7-11 stores in the U.S. and Canada., Dispatched technicians to the branches., Monitored whether agents are providing the correct solutions to the branch issues., Tracked all agents and handling times for each call., Identified and implemented strategies to improve service quality and proactivity., Ensured budgetary needs were met by evaluating agent performance with management staff., Identified and addressed staff training and trainer needs., Assisted with calls when escalated by branches.
Owner/Driver
Car transport., Heavy machinery transport., Livestock transport.
Sales Agent
Provided business owners with suitable AT&T long-distance plans., Provide business plans to households for long distances on a monthly basis.