Summary
Overview
Work History
Education
Skills
Timeline
Generic

Alan Quezada

CUSTOMER SUPPORT MANAGEMENT TECHNICAL SUPPORT LEADER ,UT

Summary

Dynamic leader with a robust background in overseeing customer service operations. Excel in talent development, technical support, enhancing team efficiency, and customer satisfaction. Proven track record in cross-functional collaboration, performance monitoring, and achieving significant operational improvements. Adept at fostering a positive, growth mindset workplace culture.

Overview

9
9
years of professional experience

Work History

ROADSIDE SUPPORT SUPERVISOR

Tesla
04.2022 - 06.2024
  • Supervised, coached, and evaluated performance of 16-28 English and Spanish speaking roadside support staff taking chat and phone customer interactions
  • Ensured compliance with applicable laws, regulations, and organizational policies related to customer service operations
  • Interviewed and recruited candidates on multiple Tesla departments in results of hiring the most qualified individuals in both the Spanish and English language
  • Data analysis of performance metrics regularly to measure success against goals set by operations
  • Project managed a multi-department leadership development program geared for personnel promotional growth and learning
  • Managed a project impacting site engagement and morale building initiatives driving a positive cultural environment
  • Collaborated with cross-functional teams, including, HR, engineering, Tesla Support, operations, and tier 2, to enhance the customer service representative experience
  • Answered technical troubleshooting questions and processes from multiple Tesla departments

CUSTOMER SERVICE TEAM MANAGER

Wayfair
11.2019 - 04.2022
  • Trained, coached, mentored and motivated customer service staff on best practices in customer care
  • Conducted regular performance reviews of customer service representatives to ensure quality standards were met
  • Evaluated and analyzed data, KPI's, net promoter score, and trends to help drive strategic decisions that enhanced customer experience, customer retention, and process accuracy
  • Maintained detailed records of daily operations, including employee attendance, adherence, work schedules, customer inquiries, and resolutions
  • Performed quality assurance audits on completed transactions by reviewing recordings of phone and email conversations between customers and agents
  • Maintained accurate records of customer interactions using CRM software tools

CUSTOMER SERVICE SUPERVISOR

Netflix/ 24-7 Intouch
12.2018 - 11.2019
  • Conducted regular team meetings with customer service staff to communicate issues, technical updates, and adaptability to changes in policies and procedures
  • Monitored customer support performance metrics, such as call response times, resolution rates, and customer satisfaction ratings
  • Managed the social media team for Netflix
  • Developed strategies to improve customer service processes, increasing efficiency, and productivity of the team
  • Conducted regular one-on-one meetings with team members to review progress and provide constructive feedback

TRANSITION AND TRAINING SPECIALIST

Netflix
06.2018 - 12.2018
  • Developed and maintained training materials including job aids, handouts, and presentations
  • Conducted train-the-trainer sessions to ensure trainers are prepared to deliver courses effectively
  • Assisted in developing training plans for new hires and existing employees
  • Delivered presentations on new concepts or processes
  • Updated existing training programs

TIER 2 CUSTOMER SERVICE REPRESENTATIVE

Netflix
10.2015 - 06.2018
  • Provided technical guidance to agents, answering questions and troubleshooting problems
  • Resolved customer escalated complaints through active listening, attention to detail, empathy, and effective problem-solving techniques
  • Gathered customer feedback on the service, providing input for product improvement initiatives
  • Conducted billing fraud investigations, processes, and legal procedures
  • Handled complex software, process, internet, technical, and system problems

Education

Mechanical Engineering -

Brigham Young University-Idaho
Rexburg, ID
01.2013

Skills

  • Management and Operations
  • Talent Development
  • Training and Coaching
  • Cross-functional collaboration
  • Performance Monitoring
  • Staff Supervision
  • Bilingual
  • Technical Support
  • Google Suite
  • Microsoft Office Suite

Timeline

ROADSIDE SUPPORT SUPERVISOR

Tesla
04.2022 - 06.2024

CUSTOMER SERVICE TEAM MANAGER

Wayfair
11.2019 - 04.2022

CUSTOMER SERVICE SUPERVISOR

Netflix/ 24-7 Intouch
12.2018 - 11.2019

TRANSITION AND TRAINING SPECIALIST

Netflix
06.2018 - 12.2018

TIER 2 CUSTOMER SERVICE REPRESENTATIVE

Netflix
10.2015 - 06.2018

Mechanical Engineering -

Brigham Young University-Idaho

Similar Profiles

CREATE PROFILE
Alan Quezada