Cesar Abad
Hackensack,NJ
Summary
Dynamic leader with a proven track record at Secretary of Human Settlements, recognized for enhancing customer service and streamlining operations. Achievements include significant improvements in team performance through effective staff training and development. Expertise in complaint handling and fostering adaptive team environments has led to notable success in problem resolution and service optimization. Demonstrates exceptional multi-task management and a strong service orientation.
Overview
5
5
years of professional experience
Work History
Head of Customer Service Area
Secretary Of Human Settlements
Guayaquil, Ecuador
01.2022 - 10.2024
- Recruited, trained, managed, coached, mentored, evaluated, promoted and demoted employees as necessary.
- Ensured that all customers received prompt responses to their inquiries or concerns.
- Conducted regular staff training sessions to ensure quality customer service standards were met.
- Identified appropriate solutions to minimize issues and quickly solve problems.
Secretary's Office Manager
Secretary Of Human Settlements
Guayaquil, Ecuador
06.2021 - 01.2022
- Handled scheduling and managed timely and effective allocation of resources and calendars.
- Responded to customer inquiries via phone or email in a professional manner.
- Managed, scheduled and coordinated office functions and activities for employees.
- Coordinated meetings, conferences, travel arrangements and department activities.
- Ordered supplies and equipment to maintain adequate inventory levels.
Call Center
Auto Express (Taxi)
Guayaquil, Ecuador
01.2020 - 05.2021
- Facilitated team meetings to discuss issues or changes in call center operations.
- Monitored call center operations to ensure adherence to company policies and procedures.
- Generated reports as requested related to call center performance metrics.
- Assisted in developing and implementing call center procedures and protocols.
Education
High School Diploma -
San Jose La Salle
Guayaquil, Ecuador01-2014
Skills
- Complaint handling
- Service orientation
- Staff training and development
- Documentation and notes
- Appointment coordination
- Troubleshooting
- Customer needs assessment
- Multi-task management
- Customer service
- Adaptive team player
Languages
Spanish
Native/ Bilingual
Timeline
Head of Customer Service Area
Secretary Of Human Settlements
01.2022 - 10.2024
Secretary's Office Manager
Secretary Of Human Settlements
06.2021 - 01.2022
Call Center
Auto Express (Taxi)
01.2020 - 05.2021
High School Diploma -
San Jose La Salle
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