Ernesto Baez
Opa-locka,FL
Summary
Organized and efficient customer service department manager supporting corporate-level officers and senior management personnel with demonstrated financial and operational leadership expertise. Adroit professional exemplifies multidisciplinary managerial skill in process, procedure and policy improvement initiatives. Accomplished in workflow optimization techniques implementation, which increases productivity, reduces labor and maintains business integrity and quality of service.
Overview
19
19
years of professional experience
Work History
Customer Service Department Manager
Comcast, Xfinity
Miami, FL
12.2017 - 08.2023
- Integrate logistic systems into company processes to improve operations and execute work orders and price changes.
- Manage supervisor itineraries and appointments and streamline scheduling procedures.
- Establish and develop a highly-efficient and dependable administrative team by delivering ongoing coaching and motivation and fostering career advancement.
- Maintained associate payroll, benefit and performance information.
- Managed time to cover daily sales, delivery and inventory requirements, oversee cash deposits and reconcile weekly payroll.
- Maximized performance by monitoring daily activities and mentoring team members.
- Developed and maintained relationships with customers and suppliers through account development.
Assistant Customer Service Manager
Tail Inc
Miami, FL
03.2010 - 10.2017
- Monitored and reported on trends in customer interaction to evaluate processes and capitalize on improvement opportunities.
- Spearheaded training initiatives to keep all customer service team members operating consistently with strong call management abilities.
- Achieved and consistently exceeded revenue quota through product and service promotion during routine calls.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Maintained professional, organized, and safe environment for employees and patrons.
- Accomplished multiple tasks within established timeframes.
Call Center Representative
Teleperformance USA
Delray Beach, FL
04.2004 - 01.2010
- Enhanced productivity by staying on top of call scripts and maintaining control over the direction of conversations.
- Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
- Kept accurate and current customer account data with manual forms processing and digital information updates.
- Educated customers on company systems, form completion, and access to services.
- Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
Education
Associate of Arts - Psychology
06.2004
High School Diploma -
06.1999
Skills
- Data management
- Strategic planning
- Documentation and control
- Staff management
- Scheduling
- Bookkeeping
- Clerical support
- Customer loyalty
- Identification Checks
- Cash Drawer Management
- Time Management Skills
- Quality Assurance
- Professional Relationships
Timeline
Customer Service Department Manager - Comcast, Xfinity
12.2017 - 08.2023
Assistant Customer Service Manager - Tail Inc
03.2010 - 10.2017
Call Center Representative - Teleperformance USA
04.2004 - 01.2010
Miami-Dade College - Associate of Arts, Psychology
Miami Jackson Senior High School - High School Diploma,
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