ALFREDO GARCIA

• Diagnosed and troubleshot hardware, software and network issues.
• Set up PCs, projectors, and microphones for use in video conferencing rooms.
• Configured hardware, devices, and software to set up work stations for employees.
• Installed and configured operating systems and applications.
• Maintained office PCs, networks and mobile devices.
• Coached, supported and developed 20+ employees with goal of continuous growth and skill improvement
• Tracked and optimized team metrics such as overall production, conversion rates, product types and customer satisfaction
• Increased 13.5 sales

• Review work of 1-10 daily Claims Processing Analyst to confirm that prior analyst has identified all pertinent information needed to process death benefits application and correct beneficiary determination is made. This research involves data on computer systems utilized by FRTIB, as well as examination of Code of Federal Regulations, FRTIB policies and guidelines, and procedural manuals. Training on computer systems utilized by FRTIB and Death Benefits Processing Unit (DBPU) will be provided.
• Determine beneficiary of death benefits claim based on information obtained from various computer systems and legal sources.
• Determine any deficiencies in processing benefits claim; locate appropriate source of information to resolve any issues in processing claim. Analyst will be required to formulate written correspondence and place phone calls to both beneficiaries and non-beneficiaries on often sensitive and/or controversial claims.
• Determine if claim can be resolved or if it requires partial payment to know beneficiary.
• Accurately input of 10-70 personal data into computer applications based on beneficiary determination made by analyst in accordance with CFR and federal guidelines.
• Communicate 100% of time effectively both orally and in writing with law enforcement agencies, attorneys, third parties, financial institutions, government agencies, and potential (as well as confirmed) beneficiaries in accordance with Privacy Act
• Provide timely, responsive customer service to 1-20 various inquiries from sources such as applicants for benefits, potential beneficiaries, law firms and other government agencies.
• Utilizes CLEAR search functionality through LexisNexis to investigate whereabouts and locate potential beneficiaries as required in processing of death benefits claims.
• Provide claim specific communication with FRTIB at direction of Group Lead and Team Lead
• Evaluate 37 existing procedures and recommend 4 updates and enhancements to computer applications, procedures and DBPU workflow.
• Interact and communicate with disbursements analysts to ensure disbursements of funds to beneficiary and resolution of any disbursement-related problems.
• Works under general supervision and performs other duties as assigned.

• Supervise and provide management support to team of 7-8 quality assurance agents: cohesiveness, development and recognition.
• Plan, maintain and timely delivery of Service Level Agreement metric reports, Daily Queue Report, Weekly Status, Productivity Monthly Report, Quarterly Statistics, etc.
• Interpret data to understand develop and implement new managerial strategies; Staff Recognition, Forecasting, Scheduling, Break-Adherence and other.
• Investigate and conduct analysis of internal and external quality control reports; Soft Skills, Appropriate Solutions, Data Integrity, effective coaching, timely feedback, hotline-calls, etc.
• Established and maintain diplomatic relationships with PBGC's federal and contractors employees
• Attend daily, weekly, monthly and quarterly meetings with Federal, Contractors and Quality Control Managers
• Assist General and Quality Control managers in supervision of training, Admin data-report accuracy, candidate selection, interviews and other supervisor duties
• Researched and resolved issues regarding integrity of data flow into databases
• Coordinated statistical data analysis, design and information flow
• Created various Excel documents to assist with pulling metrics data and presenting information to stakeholders for concise explanations of best placement for needed resources
• Supported product managers and development teams across phases of testing from planning to execution, troubleshooting and reporting within high-volume, agile environment
• Met tight deadlines to satisfy client demands and project timelines
• Fixed identified issues to improve workflows.

• Direct team of 20+ agents to achieve service initiative objective and maximize customer satisfaction
• Recorded employee attendance, personal and vacation time and reported all leaves of absence to benefits department on monthly basis
• Oversee recruitment, hiring, and training of 10+ customer service staff to further company goals and sustain high customer service benchmarks every 2-3 months
• Create and maintain 10+ administrative excel spreadsheets; absenteeism, agent audit, forecast, attendance trackers, seating chart, attrition, daily operation queue, etc
• Process 5-10 daily time-off request for 85 agents in contact center
• Update weekly status report to show grade of service and forecast analysis
• Update quarterly and monthly status report to show computer issues and phone problem analysis
• Direct one-on-one training session - 3 agents per day
• Assist QM Manager with supervision of 3-agent eTalk team
• Assist QM department with updates and creation of quality control excel spreadsheets, daily soft skills monitoring, appropriate solutions report
• Participated in non-union campaign to successfully win election and informed staff members in facts about unionizing call center and further consequences
• Partnered with other 3 supervisors to set-up and lead more than 30 team meetings in one year
• Completed voluntary customer service supervisor training to identify and understand different personalities within team of representatives
• Recorded findings of inspection process, collaborating with quality team to implement corrective actions

• Provided administrative support to Quality Manager with creation and maintenance of monitoring score card, quality metrics reports, and modification of technical Appropriate Solution guidelines
• Schedule calibration sessions with internal members and government officials
• Lead Trainer for New Hire classes, Quality Assurance Specialist, refreshers and for PBGC's Customer Contact Center
• Records monitor, score and provide coaching to approximately 20-30 customer service representatives; both English and Spanish, for Quality Assurance; Ensuring that exceptional customer service is always provided to participants
• Develops SOPs and training materials - manuals, assessments, DTR
• Create, update and maintain various spreadsheets/reports for PBGC
• Assist Quality and Project Manager with various management reports - i.e
• Weekly, Bi-weekly, Call Monitoring Reports
• Reviewed and responded to various Spanish/English voicemail messages
• In 2007 began as Junior Program support and was promoted to Quality Monitor in 2008
• Answered routine questions regarding pension issues, including but not limited to; payment inquiries, missing payment inquiries, address changes, and tax reporting information
• Interrogated all incoming calls to gain full and accurate information to provide thorough and accurate information callers/participants
• Performed database searches and generated various excel reports; quality score cards, data flow, performance charts, analysis, compare performance
• Conducted investigations; statistical and documentary research
• Entered data online to participant files
• Investigated and corrected errors
• Updated records, and created records for new or missing participants
• Provided information to public concerning PBGC and other companies that may handle pensions not trusteed/insured by PBGC
• Addressed customer inquiries/complaints and maintained customer records using Oracle systems software
• Responsible for retrieving and deleting recorded customer service phone calls from software application and ensuring personal information is protected as per FOIA, Freedom of Information Act, regulations
• Created and improved intelligence resources to facilitate consistent data management strategies
• Analyzed large amounts of data to identify trends and find patterns, signals and hidden stories within data

Independent musician Guitar and Bass

• Continuing self-education in music