Summary
Overview
Work History
Education
Skills
Timeline
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Casleanor Doyle

Houston,TX

Summary

Organized and dedicated with proven track record of providing exceptional customer service in fast-paced environments. Offering keen attention to detail and strong decision making skills to manage multiple, concurrent tasks. Self-motivated work ethic to perform effectively in independent or team environments.

Overview

14
14
years of professional experience

Work History

Senior Trainer

Alorica
Houston, TX
09.2018 - 03.2021
  • Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
  • Oversaw day-to-day functions of training department.
  • Updated spreadsheets and databases to track, analyze and report on performance for our Training Department
  • Executed record filing system to improve document organization and management.
  • Generated reports and typed letters in Word and prepared PowerPoint presentations.
  • Restocked supplies and submitted purchase orders to maintain stock levels.
  • Received and sorted incoming mail and packages to record, dispatch or distribute to correct recipient.
  • Monitored office calendars to plan meetings, activities and travel to maximize productivity.
  • Generated reports and typed letters in Word and prepared PowerPoint presentations.

Trainer

Alorica
01.2016 - 08.2018
  • Scheduled and taught in class and online courses to increase learning opportunities.
  • Tracked attendance and progress against goals for each participant using Excel workbooks
  • Generated reports and typed letters in Word and prepared PowerPoint presentations.
  • Scheduled office equipment repair and maintenance to extend equipment lifespan and prevent unplanned downtime.
  • Recorded meeting minutes to provide historical account of actions, measure progress against strategic plan and drive accountability.
  • Monitored participant workflow and behaviors throughout training process by using excel workbooks.
  • Recognized and tapped talented staff to fill key positions and maximize productivity.


Customer Service Representative Agent

Alorica
Houston, Texas
10.2014 - 06.2016
  • For CVS client, Provided primary customer support to customers, pharmacist and doctors.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Answered constant flow of customer calls with minimal wait times.
  • Evaluated account and service histories to identify trends, using data to mitigate future issues.

Customer Service Representative

Iqor, Inc
Houston, Texas
10.2012 - 10.2014
  • For Asurion client I provided information to customer about their insurance plan, Filed Cell phone insurance claims, using several programs, to provide customer with a device as soon as possible
  • For Att client I would acquire different roadside assistance services for our customers.

Dispatcher

Iteractive Response Technologies
Houston, Texas
01.2011 - 10.2012
  • Dispatching vendors to assist with customer needs
  • Assisting inbound callers with inquiries, insurance claims, roadside questions & repair services.

Learning Lab supervisor

ACS, Affiliated Computer
Houston, Texas
08.2009 - 06.2010
  • Supervised a team of agents that assisted new hire while still in training
  • Conducted triads between agents and trainer to make sure that goals were met so they would be able to graduate from training to production
  • Skills: Microsoft Office Excel, Outlook
  • Uality Assurance

ACS
Houston, Texas
05.2007 - 08.2009
  • Grading calls based on requirement of the client, conduct coaching session to help agent improve thier quality of customer service
  • Sat in on calibration calls to make sure that we all were complience with clients requirement
  • Skills: outlook, excell and microsoft office

Education

Associate Degree - Mathematics

Southwestern Christian College
Terrell, TX
04.2001

Skills

  • Office Equipment Operation
  • Confidentiality and Data Protection
  • Judgment and Decision Making
  • Research and Analytical Skills
  • Meticulous Attention to Detail

Timeline

Senior Trainer

Alorica
09.2018 - 03.2021

Trainer

Alorica
01.2016 - 08.2018

Customer Service Representative Agent

Alorica
10.2014 - 06.2016

Customer Service Representative

Iqor, Inc
10.2012 - 10.2014

Dispatcher

Iteractive Response Technologies
01.2011 - 10.2012

Learning Lab supervisor

ACS, Affiliated Computer
08.2009 - 06.2010

ACS
05.2007 - 08.2009

Associate Degree - Mathematics

Southwestern Christian College

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Casleanor Doyle