Genesis Zamudio

• Trained newly hired top talent to fill key positions and maximize productivity.
• Provided constructive feedback and positive reinforcement to keep trainees motivated.
• Developed and coordinated trainings to help individuals learn company policies and procedures and job tasks.
• Evaluated individuals regularly for progress or growth potential to guide decisions regarding advancement and additional training.
• Implemented and facilitated successful training programs to increase employee engagement, retention and productivity.
• Facilitated orientation and training classes to communicate policies and procedures to new hires.
• Monitored training effectiveness through observation and metrics analysis.
• Conducted training classes for employees on features and operation of products, client tools and processes.
• Prepared hard copy training materials, module summaries, videos and presentations.
• Created tests, exercises and role-plays for courses to verify competency.

• Worked with team members to create efficient workflows, resulting in high productivity.
• Used quality monitoring system to compile and track individual and team performance.
• Communicated regularly with management to discuss quality trends.
• Trained and led staff on proper QA standards.
• Developed corrective and preventive action plans to resolve non-compliance issues.
• Maintained policy, procedures, work instructions and projects for quality and continuous improvement agendas.
• Developed process improvements to enhance overall data quality.
• Analyzed issues and recommended corrective actions to improve final results.

The Escalations Team, is a small group of agents within the company who take escalated calls from irate customers, or agents who need help. It was my job to:

• De-escalate calls from irate customers for anything from an extended outage, to technician complaints, to billing issues, and everything in between.
• Escalate to our corporate office, if needed or requested.
• Contact field/office personnel and supervisors when needed to help the customer with issue resolution.
• Send coaching opportunities to managers, if it was something they could have prevented.
• Perform callbacks for escalated issues that happened while there was no one available to take the call.
• Assisted field personnel with handling diverse problems by facilitating communication, and researching issues.
• Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.

For customers building homes in Texas, setting up their electricity as sometimes a long and tiresome process. As a NCMC agent, it was my job to facilitate the process for them. I would:

• Help customers create their address in our system.
• Give them all the steps and information they need to set up their service with no issues.
• Reached out to field and office personnel if a customer wasn't able to reach their Project Manager.
• Escalate to Project Managers' supervisors, if needed when they weren't contacting customers.
• Helped electricians process disconnects/reconnects and meter seal requests.
• Worked with city officials/inspectors to post inspections and make corrections.
• De-escalated calls from customers and builders who were having trouble moving forward with their project.
• I would often keep contact with customers I spoke with to make sure they didn't have any issues along the way, and would normally follow their account to project completion to be able to identify and resolve problems before the customer knew they existed.

• Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
• Remained calm and professional in stressful circumstances and effectively diffused tense situations.
• Answered incoming calls from customers to report or check on their outage.
• Answered incoming calls from customers wishing to submit a Service Request for their address.
• Demonstrated excellent communication skills in resolving consumer complaints.
• De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
• Consulted with customers to resolve service and billing issues.
• Asked probing questions to determine service needs and accurately input information into electronic systems.
• Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
• Made outbound calls to obtain account information.
• Mentored new employees on procedures and policies to maximize team performance.

• Vacuumed floors and dusted furniture to maintain organized, professional appearance at an elementary school.
• Wiped down various surfaces with approved cleaning products to prevent growth of bacteria and viruses.
• Wet and spot mopped to clean floors and other surfaces in public corridors.
• Maintained accountability for building keys, master keys and access cards.
• Moved equipment and furniture to thoroughly clean space.
• Maintained janitorial equipment and performed minor repairs to extend machine life and avoid malfunctions.
• Discarded cardboard boxes and trash in compactors and balers.
• Cleaned building floors by sweeping, mopping or vacuuming.
• Serviced, cleaned and restocked restrooms.
• Polished windows, glass partitions or mirrors using sponges or squeegees.