HENRY D. HAUTZ
Rio Rancho,NM
Summary
To expand my skill set to continue to grow with Sunward
Customer service professional with extensive background in managing high call volumes and resolving customer issues. Known for reliability and ability to adapt to changing demands while collaborating with team members. Skilled in conflict resolution and maintaining customer satisfaction.
Overview
17
17
years of professional experience
Work History
Contact Center Rep
Sunward Federal Credit Union (SLFCU)
07.2023 - Current
- Handle inbound and outbound member calls assisting with all member needs. Mentoring for new hire representatives. Interim lead for last 6 months.
Maintenance
MorningStar Senior Living
04.2022 - 11.2023
- Housekeeping residents’ rooms and common areas. Assist Maintenance director with maintenance tasks when needed. Perform maintenance tasks as needed when Maintenance director is not present. Receive, inventory and distribute incoming supplies.
Team Supervisor
Systems Integration Inc
10.2021 - 02.2022
- Held a public trust security clearance. Manage team performance to meet client and company goals. Coach and continue to educate agents on meeting personal and company goals. Monitoring agent calls ensures excellent customer service. Ensure adherence of all company policy and procedures. Assist agents with escalated calls ensuring customer satisfaction.
Customer Service Representative
Wagner Mechanical
04.2021 - 10.2021
- Take inbound calls, answer questions and book appointments. Make outbound calls to existing and potential customers to book appointments. Handle escalation calls. Serve customers to the best of my ability.
Residential Lawn Specialist
Trugreen
09.2020 - 03.2021
- NM All aspects of lawn and tree care. Receive, inventory and store incoming supplies. Maintain and repair equipment.
Retention Professional
Stream Global Services
02.2013 - 07.2013
- Handle inbound retention call with the objective of saving all possible accounts from cancellation and continually providing the highest level of customer service and satisfaction.
Team Manager
Stream Global Services
08.2011 - 02.2013
- Manage team performance to meet client and company goals. Coach and continue to educate agents on meeting personal and company goals. Monitoring and grade agent calls ensure excellent customer service. Ensure adherence of all company policy and procedures. Assist agents with escalated calls ensuring customer satisfaction.
Sales Professional II
Stream Global Services
05.2009 - 08.2011
- Inbound and outbound calls with the objective of saving customer sales accounts and continually providing the highest level of customer service and satisfaction.
Fleet Service Clerk
American Airlines
12.2008 - 06.2009
- Load and unload aircraft, service, clean and replenish aircraft.
Service Clerk
Integrated Airline Services
08.2008 - 01.2009
- Load, unload and service aircraft.
Education
Aeronautical Science
Embry-Riddle Aeronautical University
Prescott, AZSkills
- Complaint resolution
- Workload management
- CRM software
- Problem-solving skills
- Verbal and written communication
- Account updating
- Customer service optimization
PROFILE
- Meticulous and detail oriented.
- Willing to do whatever it takes to get the job done.
- Work well as part of a team or independently.
- Outstanding leadership skills
Timeline
Contact Center Rep
Sunward Federal Credit Union (SLFCU)
07.2023 - Current
Maintenance
MorningStar Senior Living
04.2022 - 11.2023
Team Supervisor
Systems Integration Inc
10.2021 - 02.2022
Customer Service Representative
Wagner Mechanical
04.2021 - 10.2021
Residential Lawn Specialist
Trugreen
09.2020 - 03.2021
Retention Professional
Stream Global Services
02.2013 - 07.2013
Team Manager
Stream Global Services
08.2011 - 02.2013
Sales Professional II
Stream Global Services
05.2009 - 08.2011
Fleet Service Clerk
American Airlines
12.2008 - 06.2009
Service Clerk
Integrated Airline Services
08.2008 - 01.2009
Aeronautical Science
Embry-Riddle Aeronautical University