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HAROLD CHRIS ENCINIAS
Denver,Colorado
Summary
Contact Center Supervisor with a track record of enhancing team performance and customer satisfaction. Focused on coaching representatives, resolving escalated issues, and ensuring compliance with service standards. Experience in training staff and leveraging data analysis to drive operational improvements across diverse channels.
Overview
1
1
Language
21
21
years of professional experience
5
5
years of post-secondary education
Work History
Contact Center Supervisor
FirstBank Holding Company
Denver, CO
01.2022 - 04.2026
- Supervised a team of customer support representatives, ensuring high-quality service, policy compliance, and efficient issue resolution.
- Drove team performance through targeted coaching, performance evaluations, and adherence to quality standards and service-level agreements.
- Coached and developed team members in training initiatives, focusing on educational growth, product knowledge, and banking processes to elevate team performance.
- Partnered with operations, quality assurance, and compliance teams to analyze performance data and improve the customer experience.
- Delivered timely, accurate, empathetic, educational, and empowering experiences across multiple channels
- Supported representatives and customers in resolving diverse account needs, enhancing overall service delivery.
- Assisted Contact Center Managers in maintaining operational excellence, answered representatives' questions, and managed escalations.
- Served on special teams supporting management during the sale of California branches and the bank’s transition post-sale
Accounts Receivable /Sales/ Account Manager
Loanbright.com
Evergreen, CO
09.2007 - 06.2020
- Maintained account status by contacting clients about past-due balances and coordinating payment arrangements to ensure timely collections.
- Collaborated with Accounts Receivable to resolve payment balances, preventing service interruptions for clients.
- Maintained accounts through client communication to address needs regarding pricing, lead volume, and general product information.
- Achieved proper account setup by verifying credit card information, lead volume, and pricing rules through direct communication with new clients.
- Established new accounts in designated region by promoting internet lead generation system benefits and clearly explaining relevant products and services.
- Properly documented all accounts to maintain account integrity.
- Invoiced and processed payments through QuickBooks.
Inside Sales
Trulia
Centennial, CO
07.2014 - 08.2015
- Generated $200K in new business revenue through consultative selling to prospects and strategic upselling to existing accounts
- Exceeded sales targets by 90% while maintaining 85% client retention rate
- Expanded revenue base by identifying and closing new advertisers through targeted business development and lead generation.
- Executed cold calls to engage prospective customers and effectively promote services.
- Demonstrated high energy and strong commitment to success through consistent phone-based productivity and sales efforts.
- Experience with Genesys CRM, Microsoft Office, Salesforce, and other Windows-based applications
Customer Service Representative/Manager
NetQuote, Inc
Denver, CO
05.2005 - 06.2007
- Acquired and trained 24 Customer Service Representatives to ensure effective client support.
- Answered questions and provided updates to ensure their overall satisfaction.
- Maximized agents’ sales goals by managing lead flow to align with individual needs.
- Defined a cap on lead distribution for particular accounts to enhance sales efficiency.
- Established collections department with policies and procedures for managing past due balances.
- Developed guidelines for collecting overdue balances using immediate, partial, or scheduled payment methods.
- Formulated a daily review of the Accounts Receivable report and adjusted payments made to ensure the accuracy of outstanding balances.
- Documented all accounts in Goldmine (contact management system)
Education
Bachelor of Arts - English
University of Nebraska At Kearney
Kearney, NE 05.1989 - 08.1991
No Degree - English
Chadron State College
Chadron, Nebraska 05.1984 - 08.1986
Skills
- Call center management
- Staff training and development
- Performance assessment
- Compliance management
- Customer service training
- Contact center technology
- Data reporting and analysis
- Quality assurance
Skills
Call Center Supervision, Employee Coaching, Training And Development, Performance Evaluation, Policy Compliance, Product Knowledge, Call Center Technology, Phone Systems, Software Applications, Data Analysis, Report Preparation
Languages
Spanish
Native/ Bilingual
Timeline
Contact Center Supervisor
FirstBank Holding Company
01.2022 - 04.2026
Inside Sales
Trulia
07.2014 - 08.2015
Accounts Receivable /Sales/ Account Manager
Loanbright.com
09.2007 - 06.2020
Customer Service Representative/Manager
NetQuote, Inc
05.2005 - 06.2007
Bachelor of Arts - English
University of Nebraska At Kearney
05.1989 - 08.1991
No Degree - English
Chadron State College
05.1984 - 08.1986