Alfonso Mckenzie
Clermont,Florida
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
18
18
years of professional experience
Work History
Spanish IOS Tier 1
Apple
01.2017 - 02.2020
- Delivered exceptional customer service, addressing concerns promptly and professionally to ensure repeat business.
- Contributed to the development of training materials, assisting new agents in familiarizing themselves with company policies and procedures.
- Ensured compliance with company guidelines by closely monitoring all agent-customer interactions.
Owner Referral Team Lead
Hilton Grand Vacations
02.2011 - 06.2017
- Enhanced trainee performance by implementing customized training modules tailored to individual needs.
- Achieved higher trainee retention rates through continuous feedback and coaching sessions.
- Collaborated with management for call center process improvements, resulting in better customer satisfaction scores.
- Developed comprehensive training materials, ensuring consistency in training delivery across multiple teams.
Call Center Team Lead
Westgate Resorts
02.2002 - 11.2010
- Improved customer satisfaction by effectively resolving escalated issues and providing timely support.
- Streamlined call center operations for increased efficiency by implementing new scheduling and workforce management strategies.
- Enhanced team performance with consistent coaching, feedback, and development opportunities.
- Maximized employee retention, fostering a supportive work environment and offering growth opportunities.
Education
Bachelor of Science - Business Administration And Management
PCMMA
Santiago, DRSkills
- Microsoft Office
- CRM Software
- Follow-Up Skills
- Call Center Experience
- Goal-Oriented
- Cross-Selling
- Adaptability
- Goal Oriented
- Technical Proficiency
- Product Knowledge
- Critical Thinking
Languages
Spanish
Timeline
Spanish IOS Tier 1
Apple
01.2017 - 02.2020
Owner Referral Team Lead
Hilton Grand Vacations
02.2011 - 06.2017
Call Center Team Lead
Westgate Resorts
02.2002 - 11.2010
Bachelor of Science - Business Administration And Management
PCMMA