Jim Suarez
Mercedes,TX
Summary
I want to secure a management position that allows me to leverage my skills, knowledge, and experience. I have a proven track record of thriving in fast-paced environments and adapting to last-minute changes. My strong work ethic and effective communication skills enable me to contribute productively to a dynamic team and support organizational objectives.
Overview
10
10
years of professional experience
Work History
CSR Supervisor
Charter Spectrum
McAllen, TX
09.2022 - Current
- Developed and implemented customer service policies and behaviors.
- Conduct weekly meetings to discuss performance and updates to the Line of Business.
- Assisted with Bridge Support to enhance training development for new hires. also, I would partner with training to find ways to improve productivity with the line of business so new hires won't be overwhelm when entering production.
- Created an assist tool to further assist agents with escalations. This would help to ensure agents are creating the proper escalation and following the correct process.
- Partnered up with my peers to create a more localized training for Progress Partners.
- I am part of the Customer Experience Committee, and part of my duty is to send out weekly helpful tips to improve SAM. I would also send out a helpful hint of the week.
- I am also part of the Mind, Body, and Soul Committee, where I would participate in events and help my peers if they need help organizing them.
Spectrum Mobile Lead
Charter Spectrum
McAllen, TX
05.2022 - 09.2022
- Handle escalation tickets to ensure that any issue we are working on gets resolved in a timely manner.
- Audit calls to make sure that agents are following proper process and to provide feedback for improvement.
- Handle escalated calls and reach an agreement with customers' concerns.
- Help my supervisor keep our team motivated.
Mobile Customer Service Rep.
Spectrum Mobile
McAllen, TX
03.2021 - 05.2022
- Recently Advanced in my Professional Growth Program and moved to Rep 2
- Handling phone calls regarding mobile service including billing, data overages/plan changes/device returns/technical support
- Using de-escalation practices for escalated customer, assuring best resolution
- Proper utilization of diagnostic tools and maintaining product knowledge
- Ticket escalation to the proper department in order to get an effective resolution for our customers
- Increased knowledge and skills through self-motivation and reviewing internal resource articles
- Grasping a better understanding and being able to adapt to constant changes and trainings.
License Health Insurance Sales Rep.
Teleperformance
Edinburg, TX
09.2018 - 03.2021
- Providing information of the benefits of proper health insurance plan
- Addressing any question client may have regarding different tiers
- Maintaining product knowledge to align with federal guidelines (Affordable Care Act)
- Meeting and exceeding outlined metrics as an individual and as a team.
Spanish Video Customer Service Rep.
Teleperformance
Edinburg, TX
03.2017 - 09.2018
- Assisted Spanish customers with their cable service inquiries
- Provided support and guidance for new customers with Self installation kits if necessary assisted with scheduling tech visits
- Provided information on current plans and services that they can benefit
- Maintaining product knowledge and being able to adapt to constant changes
- Meeting and exceeding outlined metrics as an individual and as a team.
Team Lead
Teleperformance
Edinburg, TX
03.2016 - 03.2017
- Assisted Management and Training Department meet LAT and AHT expectations every 30 minutes
- Critical thinking to make decisions on escalated calls and assisting agents with de-escalation practices
- Assisted Trainers with New Hires while On The Job Training
- Successfully assisted in the progress of retaining more new hire agents by following up with them bi-weekly
- Streamlining feedback that we were able to implement
- Ability to communicate effectively via email
- Excellent follow up skills and practices
- Coaching and developing new hire agents.
Customer Service Rep.
Teleperformance
Edinburg, TX
09.2014 - 03.2016
- Assist customers with troubleshooting home Wi-Fi
- Education customers on different benefits of modem/router settings
- Set up in home installations/ trouble calls
- Maintaining product knowledge and being able to adapt to constant changes
- Meeting and exceeding outlined metrics as an individual and as a team.
Education
High School Diploma -
Siloam Springs High School
Arkansas05.2010
Skills
- Adaptability
- Team-oriented
- Time Management
- Responsible
- Stress management
- Problem solving skills
- Written and Verbal Communications
- Receptive to feedback
- Leading Team Meetings
- Team Development
- Team Building and Leadership
- One Call Resolution
- Training and mentoring
Timeline
CSR Supervisor
Charter Spectrum
09.2022 - Current
Spectrum Mobile Lead
Charter Spectrum
05.2022 - 09.2022
Mobile Customer Service Rep.
Spectrum Mobile
03.2021 - 05.2022
License Health Insurance Sales Rep.
Teleperformance
09.2018 - 03.2021
Spanish Video Customer Service Rep.
Teleperformance
03.2017 - 09.2018
Team Lead
Teleperformance
03.2016 - 03.2017
Customer Service Rep.
Teleperformance
09.2014 - 03.2016
High School Diploma -
Siloam Springs High School