Francisco Mendoza
Kansas City,Missouri
Summary
I'm a servant leader focused on developing and leading an exceptional call center team. Equipped to train, monitor and manage a high performance team in a high volume call center.
Overview
10
10
years of professional experience
Work History
Account Service Rep 2
US Bank National Association
Overland Park , Kansas
04.2020 - Current
- Educated clients on relevant policies and options and answered questions to remedy issues.
- Researched options and recommended services to address clients' needs.
- Listened to clients and assisted with navigation of complex systems involved in fuel transactions.
- Provided ongoing customer service.
Cardmember Service Rep
US Bank National Association
Overland Park, Kansas
10.2015 - 04.2020
- Maintained customer satisfaction by focusing on addressing customer needs and resolving concerns.
- Responded to customer calls to answer questions about products and services.
- Accepted payments and updated accounts with latest information.
- Maintained productivity and quality standards at all times.
Call Center Supervisor
Deffenbaugh Industries
Kansas City, Kansas
01.2012 - 10.2015
- Monitored call quality and provided feedback to enhance performance and address areas in need of improvement.
- Managed overall performance targets for call center associates.
- Established and updated work schedules to account for changing staff levels and expected workloads.
- Trained team members on performance metrics and behavior expectations.
- Managed escalated calls.
Education
Associate of Arts - Economics
Maple Woods
Kansas City, MO12.2022
Skills
Account management
- Bilingual Spanish-US Bank Internal Language Assessment Certification
- GSA-General Services Administration Clearance Certification
- Account management
- Professional telephone demeanor
- mainframe
- microsoft edge
- Mathematical calculations
- Team Leadership
Timeline
Account Service Rep 2
US Bank National Association
04.2020 - Current
Cardmember Service Rep
US Bank National Association
10.2015 - 04.2020
Call Center Supervisor
Deffenbaugh Industries
01.2012 - 10.2015
Associate of Arts - Economics
Maple Woods
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