Javier Alvarez
Fair Oaks,CA
Summary
- Customer Service Bilingual Supervisor and corporate recruiting combined with 15 years of total customer experience producing in a contact center. Versatile, highly motivated, leader and effective in communicating diversified business operations with internal and external customers.
- Effective time management, organization skills and relationship management experience.
- Strong recruiting skills when it comes to hiring the best talent including phone & face to face interviewing individuals.
- Highly experienced on key relationships, handle team escalations, document procedures and identify areas for process improvement.
- Monitor and develop performance of direct reports; provide prompt and objective feedback, coaching and counseling, including corrective action plans as appropriate (accountability)
- 100% Fluent in Spanish skills, written and oral communication skills.
Overview
25
25
years of professional experience
Work History
Customer Service Representative I
PG&E
Sacramento, CA
02.2021 - Current
- Providing great customer satisfaction with critical-thinking strategies focused on addressing customer needs and resolving concerns regarding account billing, usage, history, transferring their PG&E service, online account needs, etc.
- Using efficient navigation thru Knowledge Force, tools and resources such as Kubra, Opower, Proxy view, Connect/Experian, outlook, pge.com, SSR or Supervisor support (as needed) etc.
- Using great tone, with confidence, friendly, enthusiastic eager to help as well as building positive rapport thru the customer interactions one call at a time.
Member Solutions/Senior Product Specialist
Golden1 Credit Union
02.2018 - 10.2020
- Added on daily basis providing excellent member experience, recommending the best solutions to our Golden 1 members by offering our best products and services (sales) related to their financial needs when it comes to offering loans, card services, auto finance and new membership accounts.
- Implemented all learning techniques and mastering the new era of our banking technology and its products and services to pre-qualify based on needs (loan, credit cards, financing, etc)
- Familiarity with SCRA, Truth in Lending, Reg. B, Reg. C., Reg Z, Reg D, FCRA, MLA and FCRA
- Executed loan origination process, including ordering credit reports and provided expert financial recommendations on both credit cards, auto and personal loans.
- Analyzed applicants' financial status, credit and overall evaluation to determine feasibility of granting loan.
Customer Service Consultant
Gap Inc
10.2017 - 01.2018
- Answering inbound customer service calls assisting them by placing new orders of Gap extensive variety of products related to their needs placing or exchanging items (clothing/accessories, etc).
- Providing world class customer service over the phone to customers while navigating and using internal/external resources when it comes to educating them on products such as Gap, Old Navy, Banana Republic, Athleta & all inventory/items available for selling to our customer base.
- Communicated information to customers about product quality, value and style (based on their needs and inquiries)
Tax Technician Service Representative
State Of California
05.2017 - 08.2017
- Attended training skills sessions for Inbound and outbound customer service calls as well as learning internal systems and navigation needed to process customer service payments educating them of their current tax status.
- Reviewing tax payers information from present and previous years and tax billing concerns.
- Providing options and recommendations to taxpayers to have their taxes paid and current. (financial options and payment plan)
- Finalized and processed paperwork with local, state and federal government authorities.
- Collected detailed information and required paperwork from clients to complete tax returns.
Bilingual Spanish Customer Service Supervisor
Verizon Wireless
12.2005 - 12.2016
- Call Center-Bilingual Customer Service Corporate Recruiting and Supervisor (Verizon Wireless, Duties and responsibilities:.
- Implemented my experience on call center to manage, teach-mentor and coach a team of 12 to 16 customer service representatives handling inbound/outbound calls focused on delivering the best customer experience with excellence.
- Communication with internal partners regarding the status of any technical issues impacting revenue, deposits or reconciliation accounts.
- Participation in Management meetings and collaborate with other managers to execute the company’s strategic objectives
- Managed monthly updates with vendors and internal partners concerning any issues
- Created excel financial spreadsheets, used other internal tools & keep track of credits per call were achieved monthly., Primary responsibilities to ensure customer retention.
- Managed call center duties such as: Handling inbound/outbound customer service calls escalations regarding questions about the bills, charges, services related to their accounts and addressing any of their questions/concerns.
- I implemented my skills managing KPI's, phone time availability & effective schedule management to adhere to call center guidelines.
- Applied my experience on technical expertise conducting equipment troubleshooting on customer’s devices such as cell phones, tablets, pairing up/syncing their Bluetooth's and configuring other connected devices.
Customer Service Representative
Verizon Wireless
07.2001 - 12.2005
- Assisted and answered calls helping customer resolve their needs regarding wireless and telecommunications devices and billing questions.
- Knowledgeable of Excel, Word, Outlook, and general computer skills in addition to troubleshooting wireless devices when customers had issues using them.
- Asked probing questions to determine service needs and accurately input information and troubleshoot electronic devices (smartphones, tablets, etc)
Education
GED -
Martinez Adult Education
Martinez, CAHigh School Diploma -
John Adams High School
San Francisco, Ca. 94117Skills
- Banking/Credit Union/Finance
- Business Communication
- Customer Care/Service Experience
- Leadership/Coaching/Mentoring
- Recruiting/HR Coordination/ Foster Employee Engagement Success
- Supervisory/Management
- Call Center/Resource Management
- Business operations
Accomplishments
- Leading high performance teams.
- Recruiting Champions program and development.
- Management Essentials: Developing Your Direct Reports.
- Civil Treatment for employees & managers.
- The 7 habits of highly effective people.
Timeline
Customer Service Representative I
PG&E
02.2021 - Current
Member Solutions/Senior Product Specialist
Golden1 Credit Union
02.2018 - 10.2020
Customer Service Consultant
Gap Inc
10.2017 - 01.2018
Tax Technician Service Representative
State Of California
05.2017 - 08.2017
Bilingual Spanish Customer Service Supervisor
Verizon Wireless
12.2005 - 12.2016
Customer Service Representative
Verizon Wireless
07.2001 - 12.2005
GED -
Martinez Adult Education
High School Diploma -
John Adams High School