Giancarlo Echegaray
Clearwater,FL
Summary
I am a highly skilled Call Center Manager with a proven track record of providing exceptional customer service, resolving customer service inquiries and complaints, and improving customer satisfaction. My skills include excellent communication, problem solving, multitasking, data entry, human resources experience, MS office, mentoring, time management, performance management, documentation, facilitation and customer relationships.
Overview
12
12
years of professional experience
Work History
Call Center Manager
Homes of America
01.2025 - 11.2025
- Oversee daily activities and interactions of the call center to ensure proficiency and efficiently.
- Hiring and onboarding, Training and development, Performance management, Team motivation.
- Developed and executed monthly training programs to enhance agent performance and service quality.
- Monitored call center operations to ensure compliance with company policies, current Fair Housing laws and industry regulations.
- Process improvement and implement procedures and best practices to enhance customer experience.
- Performance monitoring: Assess agent and team performance based on KPI and compliance.
- Reporting performance, productivity, call drivers and revenue reports to executives and COO.
- Collaborated with other departments and leadership to streamline processes and improve operational workflows.
- Develop monthly, quarterly call center goals and action plans.
- Prepare work schedules to ensure sufficient coverage.
Overnight Receiving Associate
Floor & Decor
05.2024 - 01.2025
- Completing Store/Remote Buy orders by picking out products.
- Ensuring products are staged for accounting and inspection.
- Certified Floor & Decor forklift operator.
Network Administrator
ClearGage LLC
09.2023 - 01.2024
- Managed O365 Administrator functions for the company.
- Main point of contact for daily software/hardware issues and concerns.
- Provided technical support and assistance to colleagues accordingly.
- Utilized JIRA ticketing system to work queued requests.
- Onboarding process for all new hires assigning Microsoft licenses.
- Cloud Telephone account creation and designated work group.
- Created new users with licenses and assigned Ring Central soft phone numbers from the cloud data base.
- Performed remote troubleshooting via MS Teams or mobile device.
- Ordered new or replacement equipment via AWS.
Client Services Manager
ClearGage LLC
05.2021 - 01.2024
- Managing and overseeing day to day operations within the call center.
- Created new performance tracking systems, increasing quality assessments scores and a decrease in AHT time.
- Responsible for all staff in the call center, including interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
- Weekly reporting on key metrics, revenue, and quality to executives.
- Served as the main point of contact for daily operations issues, concerns, or questions regarding financing or account receivable plans.
- Successfully launched remote schedules to compete with job market.
Internet & Voice Repair I
Charter Communications
08.2020 - 05.2021
- Promptly managed inbound calls from residential customers experiencing internet related issues or inquiries in a professional manner in both English and Spanish.
- Performed proper troubleshooting steps for assigned home equipment to optimize AHT, responding to customer requests for products, services, and company information while providing world class customer experience.
- Knowledge of proprietary systems within operations and applications, respectively. (I.e., Agent OS, STVA, Spectrum App, SAT Tool, CRM).
Call Center Supervisor I
FIS
06.2013 - 05.2020
- Led a team of 25-30 agents, ensuring adherence to company policies and standards.
- Expected to provide consistent and effective coaching, work direction and team leadership to achieve performance metrics.
- Built and maintained close and effective business relationships with agents, peers, other internal departments, and external customers.
- Discussed individual career development and team building activities monthly and quarterly.
- Extensive knowledge on the following fields: Credit, Disputes, Fraud Alert Management (FAM), Rewards, EFT, and POS Terminals.
- Monitored service levels, skilling, time utilization, AHT, ACW and auxiliary codes daily.
- Upheld daily team tasks in addition to supporting listening sessions, business reviews and monthly reports.
- Maintained accurate agent work time and attendance.
Education
High School Diploma -
Clifton High School
CliftonSkills
- Call Center Operations Management
- Project Management Proficiency
- Microsoft Suite O365, Salesforce, Tableau
- Payroll Systems Expertise
- Operational Improvements
- Experienced with Software Applications
- Workforce Management Software
- Technology Implementation Skills
- Customer Relationship Management and Retention
- Data-Driven KPI Evaluation and Tracking
- Effective Report Generation
- Technical Problem-Solving
Accomplishments
- Directly leading teams of up to 80 agents; tier support specialists, leads and supervisors while assuring company standards were in accordance with the organization's policies and applicable laws.
- Implemented new call center technologies, auto-outbound dialer and including IVR systems, increasing efficiency and productivity.
- Developed and implemented numerous reports, trackers, policies, and SOP: Training, attendance, incentives, collections module & revenue, performance, executive metrics reporting analysis.
Languages
Spanish
Native or Bilingual
Timeline
Call Center Manager
Homes of America
01.2025 - 11.2025
Overnight Receiving Associate
Floor & Decor
05.2024 - 01.2025
Network Administrator
ClearGage LLC
09.2023 - 01.2024
Client Services Manager
ClearGage LLC
05.2021 - 01.2024
Internet & Voice Repair I
Charter Communications
08.2020 - 05.2021
Call Center Supervisor I
FIS
06.2013 - 05.2020
High School Diploma -
Clifton High School