Hugo Marquez
Tucson,Arizona
Summary
Customer Service Supervisor with proven ability to enhance team collaboration and communication. Achieved significant improvements in operational efficiency by implementing targeted staff training and performance monitoring. Successfully resolved complex customer inquiries, leading to increased satisfaction and retention rates. Dynamic professional with extensive experience in customer service and team supervision. Proven ability to enhance support efficiency and resolve escalated issues. Committed to fostering a collaborative environment that drives process improvements and elevates customer satisfaction.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Customer Service Supervisor
Ring
Phoenix, Arizona
03.2013 - 11.2018
- Supervised customer service team to enhance support efficiency.
- Resolved complex customer inquiries using available resources and tools.
- Trained new staff on company policies and customer service protocols.
- Developed schedules to ensure adequate coverage during peak hours.
- Monitored performance metrics to identify areas for improvement.
- Collaborated with management to implement process enhancements.
- Handled escalated issues, ensuring customer satisfaction and resolution.
- Facilitated team meetings to discuss service challenges and solutions.
Sales Associate
Arriva Medical
Phoenix, Arizona
01.2011 - 01.2013
- Assisted customers in selecting appropriate medical supplies and equipment.
- Educated clients on product usage and benefits to enhance satisfaction.
- Processed orders accurately through the company's inventory management system.
- Collaborated with team members to streamline sales processes and improve service.
- Handled customer inquiries and resolved issues efficiently and professionally.
- Maintained up-to-date knowledge of medical products and industry trends.
- Supported marketing efforts by promoting new products to potential customers.
- Helped customers find specific products, answered questions, and offered product advice.
Manager
McDonald's
Phoenix, Arizona
07.2009 - 01.2011
- Supervised team members to ensure efficient service and customer satisfaction.
- Managed inventory levels to maintain stock availability and minimize waste.
- Coordinated daily schedules to align staffing with peak service times.
- Implemented training programs for new employees on operational procedures.
- Enforced food safety standards to comply with health regulations.
- Facilitated communication between shifts for smooth operational transitions.
- Monitored staff performance and addressed issues.
Education
Associate of Applied Science - Electrical, Electronics And Communications Engineering
Eastern Arizona College
Thatcher, AZ01-2026
GED -
Arizona Department of Corrections
Phoenix, AZ03-2022
Skills
- Electrical engineering
- Customer service
- Equipment maintenance
- Project management
- Effective communication
- Team collaboration
- Time management
- Verbal and written communication
- Continuous improvement
- Goal attainment
- Decision-making
- Leading team meetings
- Relationship building
- Active listening
- Call center operations
Languages
English
Professional
Spanish
Professional
Certification
- HVAC license
- EPA 608 License
- Electrical
- Heating
- Cooling
References
References available upon request.
Timeline
Customer Service Supervisor
Ring
03.2013 - 11.2018
Sales Associate
Arriva Medical
01.2011 - 01.2013
Manager
McDonald's
07.2009 - 01.2011
Associate of Applied Science - Electrical, Electronics And Communications Engineering
Eastern Arizona College
GED -
Arizona Department of Corrections