Domingo Tavares Jr.
Riverside,CA
Summary
Excellent customer service, listening, and interpersonal skills; Ability to assess situations and solve problems independently; extremely capable of working under strict time constraints with fluctuating work volumes; analytical, and negotiation skills; goal oriented. I have over 17 years of call center experience. Experienced Office Management and Administration Professional experienced optimizing productivity, efficiency and service quality across various environments. Highly dependable, ethical and reliable support specialist and leader that blends advanced organizational, technical and business acumen. Works effectively with cross-functional teams in ensuring operational and service excellence.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Construction Coordinator I-II
Spectrum
Anaheim, CA
04.2023 - Current
- Enhanced project efficiency by streamlining communication between construction teams and stakeholders.
- Reduced budget overruns by implementing cost-saving measures in procurement and resource allocation processes.
- Improved safety records by conducting regular site inspections and enforcing strict adherence to safety guidelines.
- Expedited project completion with effective coordination of subcontractors, suppliers, and workforce scheduling.
- Ensured quality control through meticulous inspection of materials, workmanship, and adherence to building codes.
- Collaborated with architects and engineers for seamless integration of design specifications into construction plans.
- Streamlined permit acquisition process by maintaining accurate documentation and fostering positive relationships with local authorities.
- Increased client satisfaction through consistent progress reporting and addressing concerns promptly.
- Negotiated favorable contract terms with vendors resulting in significant cost savings without compromising on quality or timeliness of delivery.
- Managed change orders effectively to minimize disruptions to project schedules while accommodating client requirements or unforeseen conditions onsite.
- Kept projects on schedule and within budget while serving as project leader.
- Trained workers in proper methods, equipment operation and safety procedures.
- Created and implemented plans to maximize efficiency of workers.
Intern Supervisor
Time Warner Cable
- Continual monitoring of ACD thresholds and team’s activities to assure compliance with department standards
- Conduct weekly team meetings to keep team members up to date on latest information
- Provide one-on-one coaching and development for each team member on a consistent and timely basis
- Maintain professional customer service skills at all times and provide 100% satisfaction on each customer contact (internal and external customers
- Assist team with escalated customer issues
- Increase team productivity and motivation.
Lead Internet/Phone Representative
Spectrum
Ontario
07.2008 - 04.2023
- Improved customer satisfaction by providing timely and accurate information on products and services.
- Resolved customer complaints efficiently, maintaining a high level of professionalism and empathy.
- Streamlined call handling processes for increased productivity and reduced average call times.
- Collaborated with team members to identify areas for improvement in customer service delivery.
- Handled difficult situations calmly, utilizing conflict resolution techniques for successful outcomes.
- Assisted colleagues with challenging calls, contributing to a positive work environment and improved team dynamics.
CARE Lead/Mentor
Time Warner Cable
07.2008 - Current
- Supports all aspects of the help line including handling customer escalated calls, and working with dispatch, technical, and marketing departments
- Helps reduce customer wait times and queues by providing quick and efficient direction to Representatives
- Works with the QA/Training Group and Call Center Supervisors to review help line usage and make recommendations on how to reduce usage
- Provides feedback to Supervisors and Management to suggest process improvements based on help line experiences and communicate the reasons for the help calls to assist Supervisors in developing their Representatives
- Trains/educates employees over the phone in an effort to develop employee’s knowledge and reduce future usage of the help line
- Acts as a liaison between management and CSR’s to see that department standards and goals are being met, as well as individual expectations of the team.
Inbound Sales Lead
Time Warner Cable
- Motivate and supervise Inbound Sales Team of approximately 150 sales agents to meet to sales goals
- I have successfully created sales incentives such as (Hot Potato)
- Which have shown great lifts in (cores and revenue per call)
- I have help ran successful sale blitz (Just Ask) and incentives like (HBO, Show and inbound sale) promo for the floor
- Exceed sales performance goals, team productivity adherence percentages, work order integrity error rates, Report generation and analysis, and minimum required monitoring scores
- My current stats are, WOA increase of 88% to 92%, Productivity increase of 87% to 91%, and CSAT increase of 89% to 90%
- Educate team members on company products and promotions as well as competitive products and promotions.
Account Management Lead
Time Warner Cable
- Monitor agents using per-recorded call monitoring system and side by side live monitoring to ensure agents are maintaining quality calls that provide a good customer experience, sales approach, and problem resolution proficiency
- Then coach the agents by providing feedback from monitoring and data analysis using transnational coaching skills
- I have assisted agents in improving the QA stats by 5%
- Ensure representatives are accountable to Time Warner Cable methods, procedures, and policies
- Hold weekly team meetings to encourage team participation and foster productive learning environments
- Continually work with management to improve processes, procedures, and work environment
- Serve as a resource to inbound billing and sales customer service representatives in responding to escalated customer issues and inquiries by researching and responding to customer’s inquiries
- Collect feedback from inbound sales customer service representatives on customer service issues and makes recommendations for resolution
- Assume supervisory role in the absence of Account Management Customer Service Supervisor in anything related to customer issues or inquiries.
Transition Mentor
Time Warner Cable
- Floor new hire group to develop objectives related to increasing the skill levels of Customer Care Representatives and to improve the productivity and customer service levels of the department
- Train with Supervisor and coaches, monitors, and rewards Customer Care Representatives on various Division marketing campaigns to achieve projected sales goals
- Develop processes and training programs that will proactively improve call handling, increase first call resolution rate, decrease or eliminate controllable calls and recognize cost reduction potential.
Customer Service Representative/CSP 3
Time Warner Cable
- Receive high volume of incoming phone calls and respond to inquiries in a manner which meets high quality, productivity and other performance standards
- Also, document customer transactions accurately in ACSR
- Provide information regarding products and services, billing, repair, collections and respond to other types of inquiries
- Sell and upgrade company core products in accordance with company requirements and customer needs
- Respond to customer complaints in a professional manner; attempt to resolve complaints successfully in accordance with established guidelines
- Inform supervision/management of all unresolved complaints
- Retain customers from disconnecting services whenever possible
- Attempt to troubleshoot customer service problems and schedule field service calls in accordance with established procedures
- Coordinate with other Customer Service Representatives, Leads, and Supervisors in other departments when needed.
Education
Bachelor of Science – Business Management, Graduate Class 2009 -
University Of Phoenix
11.2009
Skills
- Task Delegation
- Multitasking
- Attention to detail
- Organizational skills
- Effective communication
- Training development
- Time management
- Problem solving
- Interpersonal skills
- Conflict resolution
- Team leadership
- Critical thinking
- Project management
- Active listening
Accomplishments
- Appreciation Awards
- Director Lunch-in.
- Employee of the Month
Certification
Industry and vendor specific certifications and training (NCTI)
References
References available upon request.
Timeline
Construction Coordinator I-II
Spectrum
04.2023 - Current
Lead Internet/Phone Representative
Spectrum
07.2008 - 04.2023
CARE Lead/Mentor
Time Warner Cable
07.2008 - Current
Intern Supervisor
Time Warner Cable
Inbound Sales Lead
Time Warner Cable
Account Management Lead
Time Warner Cable
Transition Mentor
Time Warner Cable
Customer Service Representative/CSP 3
Time Warner Cable
Bachelor of Science – Business Management, Graduate Class 2009 -
University Of Phoenix