Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
Generic

ANGEL BARRIOS

New York

Summary

20+ years of experienced call center professional with strong focus on team collaboration and achieving results. Adept at leading teams, optimizing workflows, and enhancing customer satisfaction. Known for adaptability and reliability in dynamic environments. Expertise in conflict resolution, performance management, and strategic planning.

Customer service professional with sharp focus on enhancing customer experiences and streamlining processes. Known for problem-solving abilities and customer-centered approach.

Overview

14
14
years of professional experience
1
1
Certification

Work History

Showroom Supervisor

Stark Carpet
09.2021 - Current
  • Supervised 4 departments with a team of 11 showroom employees.
  • Oversaw daily operations of the showroom, ensuring a clean, organized, and welcoming environment for customers.
  • Led a team of professionals to consistently achieve or exceed performance targets.
  • Developed strong relationships with vendors, negotiating favorable terms and securing exclusive product lines for the showroom.
  • Coordinated special events and promotions to showcase new products and drive sales growth.
  • Managed inventory levels for optimal stock availability, resulting in reduced backorders and customer wait times.
  • Set goals for showroom employees and provided support and motivation to help each achieve true potential.
  • Liaised with marketing team to identify and develop sales and promotional events.
  • Kept showroom expenses appropriate and reasonable to drive operational efficiency.
  • Supervised inventory and placed orders to replenish low running supplies.
  • Optimized warehouse layout for efficient product flow from receiving to shipping areas, minimizing wasted time in transit between locations.
  • Managed inventory control with meticulous attention to detail, ensuring accurate stock levels.
  • Supervised warehouse staff, providing training and guidance to improve overall performance.
  • Organized storage areas to optimize materials movements and minimize labor hours.
  • Collaborated with design and production teams to ensure timely delivery of accurate samples for presentations, meetings, and photoshoots.
  • Tracked the progress of new samples from concept development through final approval stages, keeping stakeholders informed on updates throughout the process.
  • Coordinated shipping logistics for domestic and international sample deliveries, ensuring timely arrival to all relevant parties.
  • Coordinated schedules and timelines for events.
  • Managed event logistics and operations.
  • Maintained accurate records of all event expenditures, ensuring budget compliance across multiple projects.
  • Coordinated with vendors to deliver exceptional catering and audiovisual services during events.

Call Center Supervisor

Maximus (temp) Aerotek
01.2021 - 08.2021
  • Supervised a team of 8-15 CSRs (remote work from home)
  • Manage teams remotely with full contact by email, Team chat, and phone calls.
  • Reviewed and reinforced policies and procedures within CDC and NY Health departments
  • Monitored calls and held meetings for 1:1 QA coaching and weekly stats with agents to increase efficiency and performance.
  • Assisted agents by listening closely, finding solutions to problems, and making recommendations.
  • Entered the agent’s details in ECL word doc to track requests and record solutions offered.
  • Quickly and accurately answered agents’ questions, suggested effective solutions, and resolved issues.
  • Trained new and existing personnel regarding company operations, policies, and services.

Card Services Supervisor

Marathon Petroleum Corp. / Western Refining
11.2016 - 12.2020
  • Managed team of 10-15 Representatives
  • Managed and maintained fuel cards and accounts for Firebird Fuel
  • Optimized phone support by fielding high call volumes of 100-150 calls while maintaining composure and professionalism under pressure.
  • 24-hour emergency on-call customer service.
  • Liaised with sales reps, marketing, and management teams to create ad-hoc reports and develop solutions and accomplish shared objectives.
  • Enhanced customer satisfaction by efficiently resolving cardholder inquiries and concerns.
  • Resolved escalated customer issues promptly and professionally to maintain satisfaction.
  • Led daily team meetings to review performance, set targets and motivate staff.
  • Cross-trained and provided back-up support for customer service support by directing incoming calls to internal personnel and departments, routing to the best qualified department.
  • Improved customer satisfaction ratings by implementing effective call center strategies and employee training programs.
  • Investigated, reviewed, and resolved customer inquiries and complaints quickly.
  • Improved average hold times, resolution rates and satisfaction scores through staff development.
  • Researched and investigated client disputes by pulling daily card usage information and camera surveillance footage of possible fraud.
  • Increased efficiency by effectively multitasking between multiple screens, camera angles, and areas under observation.
  • Contributed to loss prevention efforts by conducting thorough video reviews of suspected incidents.
  • Reviewed video surveillance footage.
  • Reported violators and incidents to correct staff members and followed up with detailed documentation.
  • Trained new and existing staff in operating procedures and development.

Customer Service Supervisor

Marathon Petroleum Corp.
06.2017 - 12.2020
  • Supervised a team of 8-15 customer service representatives.
  • Managed department call volume of 200 calls per day and coordinated department schedules to maximize coverage during peak hours.
  • Supervised day-to-day customer service operations to provide staff with guidance and drive productivity.
  • Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
  • Trained team members on performance metrics and consumer behavior identification.
  • Achieved high-quality service levels by continuously monitoring calls and providing constructive feedback to agents.
  • Backup all CSRs for coverage.
  • Build and maintain reports for call volume and call monitoring Cisco Reporting
  • Placed business orders using PDS, QlikView, and Microsoft Dynamics CRM.
  • Created an inclusive work environment that embraced diversity while maintaining professionalism at all times.
  • Spearheaded adoption of customer relationship management (CRM) software, enhancing data accuracy and accessibility.
  • Communicated customer feedback and complaints to team members to promote proper resolution.
  • Assisted sales team members in developing customer relationships, and building customer loyalty.
  • Maintained up-to-date knowledge of products and services offered to customers.
  • Coordinated with other departments to provide smooth execution of sales initiatives.

Resolution Specialist

Marathon Petroleum Corp. / Western Refining
09.2013 - 06.2017
  • Drove dispute resolutions using effective problem-solving and by guiding mutual understanding of opposing viewpoints.
  • Served as a subject matter expert in dispute resolution, providing guidance and training to new hires on best practices.
  • Developed detailed reports on case resolutions that contributed to continuous improvement initiatives within the organization.
  • Handled and wrote up credit/rebills for Credit Department.
  • Maintained a high level of confidentiality when handling sensitive information related to disputes or legal matters.
  • Handled calls to address customer inquiries and issues.
  • Utilized advanced problem-solving skills to address unique challenges faced during the resolution process, resulting in satisfactory outcomes for all parties involved.
  • Worked closely with Sales Rep to maintain optimum levels of communication to effectively and efficiently complete projects.
  • Improved customer satisfaction by addressing and resolving complaints in a timely and efficient manner.
  • Processed and submitted Special Pricing for accounts.
  • Collaborated with various departments to resolve complex cases, ensuring a seamless experience for customers.
  • Assist Sales Reps daily as needed with customers or order issues.
  • Expedited issue resolution by identifying patterns and trends in customer complaints, informing proactive measures for improvement.
  • Advised parties on dispute resolution processes, policies and procedures, helping disputants make informed choices.

Territory Sales Manager

Western Refining Inc.
12.2012 - 09.2013
  • Promoted to Sales Rep from CSR.
  • Sales for the new area Yuma AZ/El Centro CA Area
  • Collaborated with internal teams and suppliers to evaluate costs against expected market price points and set structures to achieve profit targets.
  • Targeted prospects in other territories through careful research of competitor products and services.
  • Directed work of efficient administrative team maintaining accurate sales, inventory, and order documentation.
  • Held weekly meetings with Mobil 1 and Phillips 66 to identify techniques to overcome sales obstacles.
  • Offered new and existing customers profitable products to maintain strong territory-wide revenue.
  • Partnered with sales team members and leveraged strong negotiation skills to close tough deals with lucrative clients.
  • Tracked changing product lines to effectively meet dynamic market demands.

Customer Service Representative

Western Refining Inc.
11.2011 - 12.2012
  • Provided primary customer support to internal and external customers in fast-paced environment.
  • Liaised with customers, management, and sales team to better understand customer needs and recommend appropriate solutions.
  • Responded to customer requests for products, services, and company information.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Assisted customers with setting appointments, shipping, and special-order requests, and arranging merchandise pick-up at other locations.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Processed BOL's for deliveries.
  • Multi-task between calls and emails

Education

Certification - Criminology

Maricopa Community Colleges - Scottsdale Community College
Scottsdale, AZ
04.2004

Associate of Science - Criminal Justice

Arizona Business Technology
Mesa, AZ
10.2001

Skills

  • Customer Relationship Management Software (CRM), PDS, Qlikview
  • Phone software includes Virtual Contact Center, Cisco Supervisor, Agent
  • Microsoft Office 365
  • Spanish language communication skills
  • Call center customer service
  • Escalation handling
  • Recruitment and hiring
  • Report preparation
  • Scheduling expertise
  • Coaching and mentoring
  • Quality assurance
  • Problem-solving abilities

Certification

Crime Scene Training - 2004

Languages

Spanish
Professional Working

Timeline

Showroom Supervisor

Stark Carpet
09.2021 - Current

Call Center Supervisor

Maximus (temp) Aerotek
01.2021 - 08.2021

Customer Service Supervisor

Marathon Petroleum Corp.
06.2017 - 12.2020

Card Services Supervisor

Marathon Petroleum Corp. / Western Refining
11.2016 - 12.2020

Resolution Specialist

Marathon Petroleum Corp. / Western Refining
09.2013 - 06.2017

Territory Sales Manager

Western Refining Inc.
12.2012 - 09.2013

Customer Service Representative

Western Refining Inc.
11.2011 - 12.2012

Associate of Science - Criminal Justice

Arizona Business Technology

Certification - Criminology

Maricopa Community Colleges - Scottsdale Community College

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