Giovani Inzunza
Peoria
Summary
To have a secure position with the company where I can utilize my current skills, learn new skills, and also have an opportunity for advancement. I have the experience and qualities to lead a team or workers, as well as taking direction and willing to learn.
Overview
20
20
years of professional experience
Work History
CCO Supervisor (Bilingual) Advanced Resolution Center
MAXIMUS FEDERAL / GENERAL DYNAMICS INFORMATION TECHNOLOGY
04.2023 - Current
- In charge of managing a team of up to 12 Advance Resolution Center, Tier 3 senior specialists.
- Address specific issues that are escalated by Tier 1 and Tier 2 customer service representatives.
- Make outbound calls or take inbound calls, to address escalated issues and document records accordingly, by following processes outlined in resources and reference materials.
- Ensure that service level agreements are being met for escalations and special projects that are assigned to all senior specialists, within the three sites that make up the department.
- Adhering to responsibilities for providing coverage for when there are absences between senior specialists or their supervisors.
- In charge of assigning/reassigning work to ensure balance, and ensure that SLA is being met due to absences or extenuating circumstances.
- Using tools, such as Microsoft Teams or Outlook, to communicate which priority items need to be addressed each day, across the entire department.
- Provide coverage through Microsoft Teams during certain blocks each day, to assist senior specialists when running into complex issues that are not outlined in reference materials.
- Use of Microsoft Excel to create and utilize spreadsheets, to help organize data into sharepoint sites.
- Assign key talking points and categories for fellow supervisors, to discuss during weekly team meetings.
- Create Team Building exercises for weekly team meetings.
- Conduct interviews and recommend hiring staff for new applicants.
- Assist in creating, providing coverage, and implementing daily learning activities, for a five-week Nesting program any time new-hires complete training for Advance Resolution Center.
- Provide support and review that documenting processes are being followed for all independent work being completed by new-hires in their first 6 weeks.
- Ensure that appropriate amount of coverage is being provided for inbound queue during closing hours of the department, and ensure queue is clear before closing senior specialists and their shift.
- Conduct coaching opportunities for senior specialists struggling or not adhering to processes in reference materials.
- Ensure that the team stays on task, and adheres to daily schedule.
- Review, audit, approve, and sign timecards on a daily and weekly basis.
- Enforce company policies, processes, and procedures.
- Listen to and evaluate calls taken by senior specialists for quality assurance, and to provide coaching opportunities to acknowledge trends and areas of opportunity.
- Review scorecards, coach for improvement, and provide praise for exceeding expectations.
- Recommend, complete, and deliver corrective actions when necessary.
- Available to take supervisor calls when a senior specialist is asked by a caller.
- Provide troubleshooting measures for technical issues, and submit repair tickets when necessary.
- Attend calibration sessions for the purpose of keeping current on customer service expectations
- Developed and implemented innovative solutions to improve client service delivery.
- Oversaw compliance with federal regulations and quality assurance standards.
CCO Supervisor (Bilingual) Phone Operations
MAXIMUS FEDERAL / GENERAL DYNAMICS INFORMATION TECHNOLOGY
08.2017 - 04.2023
- In charge of managing a team of up to 25 phone operations customer service representatives.
- Conduct coaching opportunities for CSR’s struggling in certain areas.
- Ensure that the team stays on task, and adheres to schedule.
- Review, audit, approve, and sign timecards on a daily and weekly basis.
- Enforce company policies, processes, and procedures.
- Listen to and evaluate customer service calls taken by CSR’s for quality assurance, and to provide coaching opportunities to acknowledge trends and areas of opportunity.
- Review scorecards, coach for improvement, and provide praise for exceeding expectations.
- Conduct interviews and recommend hiring new staff.
- Act as a point of contact.
- Recommend, complete, and deliver corrective actions when necessary.
- Available to log in to queues during high call volumes.
- Attend calibration sessions for the purpose of keeping current on customer service expectations.
Customer Service Representative Tier 2 (Bilingual)
MAXIMUS FEDERAL / GENERAL DYNAMICS INFORMATION TECHNOLOGY
10.2015 - 08.2017
- Take transferred calls from Tier 1 representatives to escalate appropriate issues.
- Assist both English and Spanish speaking consumers with complex issues that are notable to be resolved by Tier 1 representatives.
- Submit appropriate escalations when directed by scripting.
- Take inbound customer service calls for Health Insurance Marketplace, provide customer service to consumers, and perform all tasks that are regularly completed by Tier 1 representatives, as well as the additional tasks of Tier 2 representatives.
Customer Service Representative Tier 1 (Bilingual)
MAXIMUS FEDERAL / GENERAL DYNAMICS INFORMATION TECHNOLOGY
10.2014 - 10.2015
- Take inbound customer service calls for Health Insurance Marketplace.
- Assist consumers with applying and enrolling with health insurance plans.
- Look at consumer accounts to find problems and select a resolution path to resolve consumer problems and inquiries.
- Work with multiple computer screens and programs at the same time.
- Complete regularly scheduled trainings that provide new and updated information to better assist consumers.
Sales/Customer Service Representative
CENTURYLINK
04.2014 - 09.2014
- Inbound call center for CenturyLink.
- Take customer service calls and convert into sales opportunities.
- Engage with customers to provide best experience and solutions.
- Sell multiple products and set up accounts for new and current customers.
- Multi-task with multiple computer systems, websites, and programs all at once.
- Assure the customer is satisfied with the service provided and that best solution was applied to customer needs.
Manager
CHILMEX INVESTMENTS #2 LLC (BOOST MOBILE)
08.2008 - 03.2014
- Manager of family owned cell phone business, selling Boost Mobile.
- Inform customers about sales and promotions in a friendly and engaging manner.
- Recommend and help customers select products and services based on their needs.
- Train new employees on company customer service policies and standards.
- In charge of placing orders, purchasing products, and keeping track of store inventory.
- Have an understanding of basic computer knowledge, and Microsoft Office.
- Work with different web pages and programs to be able to activate and manage customer accounts.
- Answer incoming calls, assist and resolve customer issues, and answer questions over the phone.
- Collect cash and charge credit cards for processed customer payments.
- Advanced knowledge in cell phone technology.
Parts Department Driver
AVONDALE HYUNDAI DEALERSHIP
09.2005 - 08.2008
- Drove and delivered parts to dealerships all over Phoenix area.
- Receive, stock, label, and put away inventory.
- Collect checks, cash, payment information from customers.
- Received Employee of the Month honors during tenure.
Education
High School Diploma -
Maryvale High School
Phoenix, Az.05-2004
Glendale Community College
Glendale, Az.Estrella Mountain Community College
Avondale, Az.Skills
- Managerial skills
- Superior communication skills
- Windows & Microsoft Office proficient
- Work well with others
- Motivated sales person
- Crisis management
- Well experienced in customer service
- Strategic leadership
- Data-driven decision making
- Team building and motivation
- Problem-solving
- Attention to detail
Language Ability
Fluent in English and Spanish
Can read, write, and translate
Timeline
CCO Supervisor (Bilingual) Advanced Resolution Center
MAXIMUS FEDERAL / GENERAL DYNAMICS INFORMATION TECHNOLOGY
04.2023 - Current
CCO Supervisor (Bilingual) Phone Operations
MAXIMUS FEDERAL / GENERAL DYNAMICS INFORMATION TECHNOLOGY
08.2017 - 04.2023
Customer Service Representative Tier 2 (Bilingual)
MAXIMUS FEDERAL / GENERAL DYNAMICS INFORMATION TECHNOLOGY
10.2015 - 08.2017
Customer Service Representative Tier 1 (Bilingual)
MAXIMUS FEDERAL / GENERAL DYNAMICS INFORMATION TECHNOLOGY
10.2014 - 10.2015
Sales/Customer Service Representative
CENTURYLINK
04.2014 - 09.2014
Manager
CHILMEX INVESTMENTS #2 LLC (BOOST MOBILE)
08.2008 - 03.2014
Parts Department Driver
AVONDALE HYUNDAI DEALERSHIP
09.2005 - 08.2008
High School Diploma -
Maryvale High School
Glendale Community College
Estrella Mountain Community College
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