Cesar Curras-Cano
Sunrise,FL
Summary
At FlexShopper, operational consistency and customer satisfaction are prioritized. Background in Information Technology supports management of intricate customer accounts, particularly in bankruptcy, while adhering to legal compliance. Team commitment to protocols ensures high-quality service and product delivery. Experience as a Quality Assurance Specialist at Enhance Health refined analytical skills, enhancing licensing processes and reporting accuracy.
Overview
17
17
years of professional experience
Work History
Assistant Manager
FlexShopper
Boca Raton, FL
01.2024 - Current
- Reinforced adherence to company policies, enhancing compliance across all team operations.
- Reviewed employee performance, and provided ongoing feedback and coaching to drive performance improvement.
- Completed day-to-day duties accurately and efficiently.
- Resolved customer inquiries and complaints requiring management-level escalation.
Quality Assurance Specialist
Enhance Health
Sunrise, FL
11.2023 - 01.2024
- Conducted root cause analysis to identify compliance gaps, reducing noncompliance incidents by 25%
- Provided detailed performance insights, enabling targeted coaching that improved agent compliance scores by 15%
- Established quality benchmarks, improving overall customer satisfaction metrics by 20%
- Identified quality problems and recommended solutions.
Licensing Manager
Enhance Health
Sunrise, FL
11.2022 - 10.2023
- Reengineered licensing approval processes, cutting turnaround time by 30% and ensuring 100% regulatory adherence.
- Developed detailed reporting tools that improved decision-making speed and accuracy across departments.
- Mentored team members, resulting in a 20% improvement in productivity and data integrity.
- Resolved customer inquiries related to product licenses and renewals.
Customer Service Team Lead
Enhance Health
Sunrise, FL
07.2022 - 10.2022
- Enhanced customer retention rates by 90% by implementing proactive engagement and feedback loops.
- Delivered training programs that improved team performance by 25%, aligning efforts with business objectives.
- Introduced a real-time performance monitoring system, reducing customer response times by 15%.
- Utilized active listening skills and asked open-ended questions to ascertain customer call needs.
Collections Specialist
FlexShopper
Boca Raton, FL
10.2021 - 07.2022
- Innovated collections strategies, achieving a 12% increase in recovery rates within six months.
- Conducted thorough account investigations, identifying and resolving discrepancies with 100% accuracy.
- Delivered empathetic customer support during collections calls, improving client trust and retention.
- Reviewed delinquent accounts and contacted customers via phone, email or mail to negotiate repayment terms and payment arrangements.
Retention Specialist
AT&T
Sunrise, FL
06.2021 - 10.2021
- Implemented personalized retention strategies, exceeding targets by 25% in the first quarter.
- Fostered strong client relationships by understanding customer pain points and tailoring solutions accordingly.
- Reduced churn rates by optimizing outreach techniques and improving engagement workflows.
- Analyzed customer feedback and developed new techniques to ensure customer retention.
Customer Service Manager
Allied Vision Group, Inc.
Fort Lauderdale, FL
03.2017 - 06.2021
- Led a team, achieving a 30% improvement in customer satisfaction scores through tailored service strategies.
- Negotiated high-stakes client relationships, driving a 20% increase in repeat business.
- Resolved escalated customer issues with a 95% resolution rate, safeguarding the company's reputation.
- Assisted staff with resolving complex customer issues and implementing targeted solutions.
Customer Service Representative
Allied Vision Group, Inc.
Fort Lauderdale, FL
06.2013 - 02.2017
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Conferred with customers by telephone or in person to provide information about products or services and take orders.
- Recommended improvements in products, service and billing methods to management to prevent future problems.
Packer
Allied Vision Group, Inc.
Fort Lauderdale, FL
03.2011 - 06.2013
- Monitored stock levels in assigned areas of the warehouse to ensure adequate supply availability.
- Collaborated with team members to achieve daily production goals.
- Operated forklift and pallet jack to transport heavy loads.
- Stacked cartons onto appropriate pallets according to size and weight restrictions.
Picker
Allied Vision Group, Inc.
Fort Lauderdale, FL
08.2008 - 03.2011
- Picked items for customer orders according to order slips or verbal instructions.
- Packed products into designated boxes, taking care to protect items from damage or shifting during transport.
- Stocked shelves, racks, and bins with new or transferred merchandise.
- Cleaned and organized aisles, work stations, and floors to promote operational productivity.
Education
Some College (No Degree) - Information Technology
University of Phoenix
Phoenix, AZSkills
- Problem Solving
- Team Leadership
- Debt Collection
- Customer service
- Analytical thinking
- Bankruptcy filing procedures
- Customer relationship management
- Data analysis
- Negotiation
- Scheduling and planning
- Google suite proficiency
- TLOxp Software Proficiency
Languages
English
Professional
Spanish
Professional
Affiliations
Interests: Endurance Biking, Community Volunteering, Learning New Technologies
Timeline
Assistant Manager
FlexShopper
01.2024 - Current
Quality Assurance Specialist
Enhance Health
11.2023 - 01.2024
Licensing Manager
Enhance Health
11.2022 - 10.2023
Customer Service Team Lead
Enhance Health
07.2022 - 10.2022
Collections Specialist
FlexShopper
10.2021 - 07.2022
Retention Specialist
AT&T
06.2021 - 10.2021
Customer Service Manager
Allied Vision Group, Inc.
03.2017 - 06.2021
Customer Service Representative
Allied Vision Group, Inc.
06.2013 - 02.2017
Packer
Allied Vision Group, Inc.
03.2011 - 06.2013
Picker
Allied Vision Group, Inc.
08.2008 - 03.2011
Some College (No Degree) - Information Technology
University of Phoenix
Similar Profiles
Jorge MadridJorge Madrid
Regional Sales Manager at FlexShopperRegional Sales Manager at FlexShopper
Venus SerikVenus Serik
QA Engineer at FlexShopperQA Engineer at FlexShopper
Christina HallChristina Hall
Customer Service Supervisor at FlexShopperCustomer Service Supervisor at FlexShopper
Theresa BenderTheresa Bender
Medical Coding Student at Florida International UniversityMedical Coding Student at Florida International University
Marian CarvajalMarian Carvajal
Care Coordinator at Chen Senior Medical CenterCare Coordinator at Chen Senior Medical Center