Summary
Overview
Work History
Education
Skills
Timeline
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Ivan Roa

Philadelphia,PA

Summary

Proactive Call Center professional bringing excellent leadership skills and capability to help staff meet and exceed customer expectations. Equipped to train, monitor and manage high-performance teams in fast-paced environments. Personable and decisive with expertise in diplomatic conflict resolution and consumer behavior.

Overview

7
7
years of professional experience

Work History

Call Center Supervisor

Colony Investments
02.2021 - Current
  • Conducted supplier risk evaluations and assisted with regulatory inspections.
  • Performed supplier risk evaluations and supported regulatory inspections.
  • Improved customer satisfaction by effectively resolving escalated issues and providing timely support.
  • Coordinated with other departments to provide smooth execution of sales initiatives.

Call Agent

Anchor Real Estate Group
01.2022 - 02.2024
  • Responded to customer inquiries with patience and positivity to establish excellent first impression.
  • Boosted sales by offering tailored recommendations based on customer needs and preferences.
  • Connected callers with appropriate professional, department, or business.
  • Leveraged scripts and other resources to answer questions and direct to appropriate resources.

Social Media Marketing Manager

AR PRODUCCIONES
01.2019 - 05.2022
  • Led team of marketing professionals, offering mentoring and coaching to build knowledge and skills.
  • Developed creative presentations, trend reports, kitted assets, and product data sheets.
  • Managed budget allocation and resource utilization to maximize marketing ROI.
  • Maintained a consistent brand voice across all channels, fostering trust among followers and customers.

Construction Supervisor

CEA BUILDERS
03.2021 - 03.2022
  • Reworked positions and workflow based on individual abilities and production targets.
  • Delivered reports to construction manager to detail project updates and likely completion dates, noting delays, and causes.
  • Supervised training of new construction and extraction workers on safety practices and procedures.
  • Reduced safety incidents by implementing rigorous safety training programs for all workers.

Solar Panel Technician

VISION SOLAR
02.2017 - 01.2019
  • Installed solar panels on multiple residential and commercial properties to meet customer requirements.
  • Applied weather sealing to array, building or support mechanisms.
  • Examined blueprints, technical documentation and customer facilities to determine appropriate locations for installations.
  • Held plumb bobs, sighting rods or other equipment to aid in establishing reference points and lines.

Education

GED -

Cypress Creek High School
Orlando, FL
04.2024

Skills

  • Scheduling proficiency
  • Sales tactics
  • Coaching and Mentoring
  • Document Management

Timeline

Call Agent

Anchor Real Estate Group
01.2022 - 02.2024

Construction Supervisor

CEA BUILDERS
03.2021 - 03.2022

Call Center Supervisor

Colony Investments
02.2021 - Current

Social Media Marketing Manager

AR PRODUCCIONES
01.2019 - 05.2022

Solar Panel Technician

VISION SOLAR
02.2017 - 01.2019

GED -

Cypress Creek High School

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Ivan Roa