Summary
Overview
Work History
Education
Skills
Websites
Timeline
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Charlie Pazinets

Summary

Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities in a remote work setting. Committed to maintaining professional relationships to increase profitability and product satisfaction. Strong facilitator adept at working cross-departmentally with co-management and top-level leadership. Excellent trainer and mentor. I hold a proven track record of meeting and exceeding key performance indicator goals.

Overview

9
9
years of professional experience

Work History

Team Leader - Service Delivery (Operations)

Concentrix
Fremont, CA
01.2019 - Current
  • Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
  • Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
  • Managed conflict resolution among team members, fostering a positive and collaborative work environment.
  • Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
  • Developed team members' skills through targeted coaching sessions, resulting in improved individual performance.
  • Collaborated with other department leaders to establish shared goals and ensure alignment across teams.
  • Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.

Vendor Administrator / Supervisor

Sutherland Global Services
Pittsford, NY
07.2016 - 01.2019
  • Established and developed strong administrative team by delivering ongoing coaching and motivation and fostering career advancement.
  • Managed access and credentials for all team members on the account.
  • Met with client to discuss staffing headcount during periods of unplanned spikes in call volume.
  • Reviewed our forecasted call volume vs actual call volume to make action plans that ensured headcount was maintained.
  • Liaised between the client and leadership teams to cascade initiatives to the rest of the organization.
  • Coached team members to deliver hospitable, professional service while adhering to set service models.
  • Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.

Supervisor / Subject Matter Expert

Alpine Access Inc.
Denver, CO
11.2015 - 07.2016
  • Actively supported service associates by quickly responding to Advisor to questions via chat and email with appropriate solutions to customer issues.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Responded to customer requests for products, services and company information.
  • Developed community reputation through commitment to customer satisfaction and strong client relationships.

Education

Computer Science

Georgia Perimeter College
Lawrenceville, GA

Skills

  • Data Entry and Maintenance
  • Organized Self Starter
  • Teamwork and Collaboration
  • Office 365
  • Written Communication
  • Analytical Thinking
  • Efficient and Detail-Oriented
  • Advanced Technical Skills

Timeline

Team Leader - Service Delivery (Operations)

Concentrix
01.2019 - Current

Vendor Administrator / Supervisor

Sutherland Global Services
07.2016 - 01.2019

Supervisor / Subject Matter Expert

Alpine Access Inc.
11.2015 - 07.2016

Computer Science

Georgia Perimeter College

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Charlie Pazinets