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Professional Summary

Looking to take current airport  Customer service and or ramp agent expertise and aircraft security and safety and grow. Ready to work a flexible or rotating schedule that includes days  evenings lobster shifts weekends and holidays as needed looking for opportunity that offers stability Growth and achievement.

Work History
January 2019-Current CSA/ Gate Agent/Front End Supervisor | Worldwide Flight Services | Mesa/ Asheville Nc, AZ

as a customer service agents I work together with my fellow team members as a team to provide excellent customer service and meet corporate objectives. As a Customer service agent I must keep both the company goals and customer expectations in mind when completing my daily tasks. Responsibilities include computerized passenger boarding, flight announcements, assisting customers with special needs, ticket sales, flight itinerary changes, seat assignments, and tracing mishandled luggage; also baggage loading, operation of motorized service vehicles and equipment, aircraft servicing, calculating baggage and cargo weights, and other duties as assigned.

  • Enhanced operational efficiency and reduced labor expenses by developing and optimizing standard practices.
  • Enforced regulatory and company policy compliance to improve workplace and employee safety and readiness.
  • Developed and deepened relationships with passengers.
  • Closely monitored operations and performed regular safety audits for adherence to administrative policies and compliance regulations.
June 2015-January 2019 cook and server | Dennys | Queen creek, Az

• Knowledge of  POS, Dine

 • Serve food to tables

• Check with customers to ensure that they are enjoying their meals

• Take action to correct any problems

• Communicate with customers to resolve complaints or ensure satisfaction

• Train new employees to have knowledge  of proper policies and procedures.

December 2005-May 2015 Customer service manager/department manager/customer service counter | Walmart | San Tan Valley, AZ
  • Preserved revenue streams by utilizing strong communication and negotiation skills, offering refunds as last resort to maintain customer satisfaction.
  • Conferred with sales teams and team leaders to communicate targets, boost revenue and improve promotional strategies.
  • Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
  • Built partnerships with diverse internal teams and sales, finance and operations departments to streamline processes.
  • Conferred with customers about concerns with products or services to resolve problems and drive sales.
  • Increased customer retention by developing and offering unique discount options while driving interest in new product lines.
  • Resolved all customer complaints in professional manner while prioritizing customer satisfaction.
2017 High School Diploma Poston butte high school, San tan valley, Az

  • Continuing education in   Technical mechanical engineering  and computer science. 

• Communication

• decision-making

• self-motivation

• Leadership

• ability to adapt to new pressure

• Time management

• Conflict resolution

This resume is created in 7 minutes.
Management Profile

Results driven servant leader with 9 years contact center experience seeking to contribute specialized skill set

Core Qualifications
  • Sales & customer service expert
  •  Quality assurance expert
  • Success coaching
  • Time management
  • Employee development
  • Results oriented
  • High level communication
  • Adaptability
Professional Experience
Learning & Development Specialist Mar 2018 to Current
Rise Broadband Fort Collins, Co
  • Develop, train and update training for 4 departments
  • Developed 10 training modules for sales and retentions new hires
  • Developed and trained update training for existing employees
  • Sales training expertise
Contact Center Supervisor Dec 2017 to Mar 2018
Rise Broadband Loveland, CO
  • Coach and develop agents from Chat, Retention and Customer Care departments
  • Reduced Chat AHT from 19:52 to 14:13 through effective coaching and consistent visibility of daily performance and goals
  • Drastically reduced activity shrinkage in all 3 departments by up to 30% in as little as 4 weeks
Senior Quality Analyst Jul 2016 to Current
Rise Broadband Loveland, CO
  • Enable cross functional relationships with Operations and Training Teams through sales call listenings , customer care call listenings & jumpstart QA trainings
  •  Lead Quality Analysts to improve upon call analysis skills and quality assurance processes and procedures
  • Work with Quality Assurance, Training & Operations Teams to create new QA forms and call flows in 5 departments
  • Conduct call studies and QA evaluations on various call drivers to gather data for operations team to improve insight on calls
  • Host call calibrations in 5 departments to ensure consistency with QA scores
  • Launched several processes such as call notifications, QA training, QA disputes, call studies & sales disclosures
Operations Manager Sales Mar 2016 to Jul 2016
Qualfon Fort Collins, CO
  • Coach and develop team of 7 Supervisors with teams of up to 20 agents
  • Organized weekly team meetings to discuss sales KPIs, staffing and quality
  • Enhanced agent incentive model to be both rewarding and financially efficient
  • Analyze sales conversion rates for up to 20 sales call drivers and ensure sales goals are being met
  • Utilized resources within all departments such as Reporting, Scheduling, Quality Assurance and Human Resources
Contact Center Sales Supervisor Sep 2012 to Mar 2016
Qualfon Fort Collins, CO
  • Guide employees into becoming positive contributors of the business by having weekly one on ones , delivering feedback, administering development plans and following up with until desired behavior is achieved
  • Expert with on boarding new hire agents by focusing on trainee transition to operations through engagement with agent's moral and key performance indicators
  • Trained 9 new supervisors in core competencies such as new hire on boarding, conducting one on ones, outage procedures, hiring and administrative tasks
  • Coordinate and document supervisor team meetings to track results, meet deadlines and create action items
  • Effectively manage staffing by understanding work load needs through active participation in staffing meetings and real time management skills
Contact Center Trainer Aug 2011 to Feb 2013
Qualfon Fort Collins, CO
  • Certified in adult learning through Qualfon annual train the trainer
  • Excellent speed to competency rate with trainees
  • Ability to develop a group of new hires in training and continue development after due to well rounded training and supervisor exposure
  • Complimented by the client when performing update trainings while client was present for sessions
  • Understand the financial impact of attrition within training therefor strive for retention with new hires
Customer Service Agent Dec 2009 to May 2010
Qualfon Fort Collins, CO
  • Use consultative sales approach to provide value in high quality products and services
  • Trouble shoot products and services until customer's issues are resolved
  • Use customer service skills to manage customer accounts with billing or services inquiries
Professional Courses and Certifications
  • Six Sigma Green Belt
  • Supervisor certification
  • Certified in adult learning
  • Communication styles
This resume is created in 7 minutes.
  • Fluent in English and Spanish (read, write, and speak)
  • Multi-Task Management
  • Attention to detail
  • Able to master new skills quickly
  • Issue and conflict resolution
  • Adaptive team player
Gm Financial Group August 2019 to Current Customer Account Representative II
San Antonio, TX
  • Work diligently by create rapport with customers to resolve delinquency of accounts from 46 to 120+ days past due.
  • Developed relationships with different vendors to collect on accounts through approved channels.
  • Educated and work with customers to reconcile accounts through approved methods.
  • Assisted with training of new employees and employees transitioning to our department.
Convergent Outsourcing, Inc. February 2017 to Current Customer Service Agent
San Antonio, TX
  • Deliver an exceptional level of customer service by attending to inquiries about deposits and payments for multiple facilities
  • Usage of proper phone and email etiquette to correspond with financial inquiaries
  • Cunsulted with upset customers to determine the best methods to resolve inquire
  • Built active listening skills to undertand and provided customer satisfaction
Gm Financial April 2019 to August 2020 Customer Account Representative
San Antonio, TX
  • Quickly established rapport with customers over the phone to further assist them with vehicle contract inquiries
  • Maintained customers accounts by updating personal information including address, phone numbers, emails, etc.
  • Ensured superior customer experience by addressing customer concerns, demonstrating empathy and proving a solution to their concerns in a timely matter
  • Responsible for collecting and negotiating payment arrangement on accounts that were 5 to 45 days past due, while adhering to the FDCPA laws
Northwest Vista College October 2018 to April 2019 Administrative Assistant
San Antonio, TX
  • Interact with visitors and students, and assist with any issues or concerns
  • Validate payroll adjustments, release time request, hiring packets and other faculty documentation such as PBAF's, Labor distributions, course scheduling, and state reports
  • Create and maintain spreadsheets using advanced Excel functions and calculations to develop reports and lists
  • Work with programs such as Banner 9, Astra, Argos, AlamoShare, FLAC, and SPOL to insure that all documentation was correctly processed and organized
  • Reserve rooms for classroom usage, meetings, or community events
  • Develop knowledge on the procedures of creating, verifying, and submitting documentation for faculty and students
Northwest Vista College August 2018 to September 2018 Office Assistant/Work Study
San Antonio, TX
  • Coordinated materials for program needs, including physical files, tracking spreadsheets and update reports
  • Managed receptionist area, including greeting visitors and responding to telephone and in-person request for information
  • Analyzing data to properly verify documentation
TLT Holdings - Cici's Pizza September 2015 to January 2017 Assistant Manager
San Antonio, Texas
  • Continually monitored restaurant and took appropriate action to ensure food quality and service standards were consistently met
  • Created databases and spreadsheets to improve inventory management and reporting accuracy
  • Trained and developed staff by providing constructive feedback to increase efficiency
  • Built and developed a constructive environment between my staff as well as with higher management
  • Constructed PNL and labor reports
  • Verified and submitted gross sales and payroll to corporate bi-weekly
  • Developed a sense of self-efficacy to meet deadlines and run a successful restaurant
TLT Holdings - Cici's Pizza July 2015 to September 2015 Sales Representative
San Antonio , TX
  • Accepted cash, check, credit and debit payments in an accurate and efficient manner
  • Trained in different stations such as sales representative, dining room attendant, and stocker to better my knowledge in the company, and provide the best service possible for customer 

Customer Interface

  • Greeted visitors, and build relationships with them to better assist their needs and concerns
  • Assisted customers over the phone regarding store operations, product, promotions and orders

Customer Service

  • Researched, calmed and rapidly resolved client conflicts to obtain maximum satisfaction
Northwest Vista College 2019 Associate of Applied Science: Pre-Nursing San Antonio, TX
Alamo Heights High School 2016 High School Diploma San Antonio, TX, United States
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Core Strengths
  • Energetic work attitude
  • Customer service expert
  • VIP award four time winner
  • CSE customer praise award
  • I-Shine seventeen time winner
Work Experience
08/2013 to 02/2014
Customer Service Agent Discover New Albany, OH
· Receive incoming call from card members in respect to various inquiries including include card activations, taking payments, and processing adjustment requests.
· Use of Lotus Notes, jabber, Orion ADT systems.
· Have a thorough understanding of card operation, APR, payment allocation, statement cycles, and many more discover card operating systems and features
STU Agent Discover New Albany , OH
· Maintain a high offer rate to drive increased card usage
· Maintain compliant offers, and comply with Federal Regulations when required by verbatim disclosures
· Undercover spend preference in order to best fit each customer needs
· High energy team spirit contributor