Joel Mendez
Palm Bay,FL
Summary
With 14+ years of experience in customer service and managerial roles, I am a dedicated management professional skilled in leading and developing customer-focused teams. Consistently driving the achievement of company goals through my ability to inspire an enthusiastic commitment to customer service. Recognized as a respected leader who prioritizes customer satisfaction as a critical driver for success.
Overview
19
19
years of professional experience
Work History
Supervisor
Molina Healthcare Inc-Remote
03.2023 - Current
- Manage 20 to 25 outbound agents conducting State campaigns
- Monitor calls, staff coverage and time card management
- Conduct performance evaluations
- KPIs, compliance, conflict resolution
- Member outreach and employee engagement
Financial crimes Operations Manager
Wells Fargo-Roanoke, VA
01.2019 - 08.2022
- Lead 4 teams of financial analysts
- Conducted QA and coaching plans
- KPIs, process and compliance
- Conducted performance evaluations
- Conflict resolution and customer escalations
Video Repair Specialist
Spectrum-Melbourne, FL
06.2017 - 12.2018
- Assist customers with video repair issues by troubleshooting customer's equipment
- Provide information and options to customers based on needs and concerns
- Consistently exceed performance metrics and achieved best performance award within the Melbourne site in November of 2017
- Appointed as my teams morale leader and currently manage a mock team
- This is part of a pilot program designed to increase productivity and performance by increasing morale within the team itself
- At this time my team has achieved the highest performance metrics since the inception of the program which is three months.
Title and Recording Supervisor
ISGN Solutions-Palm Bay, FL
11.2016 - 03.2017
- Managed a team of 28 title and recording analysts that ensured all client titles are recorded within their respective counties
- Provided cost and production analysis to our clients
- Continually innovating and improving processes to ensure highest quality in recording titles
- Aided with and maintained a positive client relationship
- Participated in daily objective and achievement meetings with Clients to ensure SLA exceeds expectations
- Increased talent retention by reviving previously established Rewards and Recognition program and implemented weekly meetings
- Managed weekly calibration meetings to ensure Quality and Management team are on the same page at all times
- This increased maximum effectiveness, maintained good communication while successfully strengthening the client relationship.
Customer Service Supervisor
ISGN Mortgage Solutions-Palm Bay, FL
12.2015 - 11.2016
- Supervised a team of 20 customer service specialists that assist customers with their mortgages
- Designed and implemented standards to coach employees toward high performance and success
- Delivered, coached, and maintained employee scorecards and yearly performance reviews
- Conducted and maintained quality assurance reviews for calls handled by customer service representatives
- Continuously motivated staff through coaching and mentoring opportunities
- Ensured the consistent achievement of customer service levels and standards
- Assisted with the training of customer service professionals to ensure optimum satisfaction of clients.
Loan Modification Manager
Wingspan Portfolio Advisors-Melbourne, FL
07.2014 - 06.2015
- Developed and oversaw a team of 96 loan modification analysts
- Reviewed escalated loan modification requests for home mortgages
- Authorized the approvals of loan forgiveness requests
- Conducted audits in closing/underwriter and remediation processes to ensure they met company and Consumer Financial Protection Bureau compliance.
Bilingual Customer Resolution Center Supervisor
Percepta-Melbourne, FL
08.2005 - 07.2014
- Established a coaching program designed to increase CSAT ratings among my team
- This program was successful and was then recognized by the Ford client
- It was then rolled out as a mandatory coaching process department wide
- Continuously developed new tactics to increase motivation among my team
- Helped drive positive results by holding a monthly contest with prizes that I personally provided
- Responsible for the operational success of the team and for driving a culture of Ford Customer Care
- Proficient in coaching for professional development to drive performance and customer satisfaction
- Responsible for maintaining yearly employee performance reviews
- Maintained employee score cards and timecards
- Provided assistance with staffing analysis
- Demonstrated understanding of program goals through meeting and/or exceeding quality and service level objectives
- Ensured quality contacts between the agent, dealer, and customer
- Continually built/strengthened partnerships with Work Force Management, Operations, Training, QA and Ford to ensure that standards were met
- Assisted with the development and promotion of members on my team to higher roles within the company
- Communicated new process and policy changes quickly and efficiently in a fast-paced environment
- Participated in bi-weekly calibration sessions with Quality Assurance to ensure compliance with client standard.
Education
H.S. Diploma -
Deparrment of Education Commonwealth of Puerto Rico
A.S - Business Administration
Eastern Florida State College
10.2024
Skills
- Coaching (10 years)
- Customer Service (4 years)
- Quality assurance (8 years)
- Satisfaction (10 years)
- Microsoft SharePoint
- Process Improvement
- Calibration
- Content Management Systems
- Management
- Spanish
- IVR
- Multilingual
- Time management
- Project management
- Microsoft Office
- Agile
- SalesForce
- Genesys
- Work force management
Additionalinformation - Areasofexpertise
- Customer Service Management
- Complaint Handling & Resolution
- Strong organizational skills
- Employee Coaching
- Resourceful/self-sufficient
- Customer Satisfaction Enhancement
- Teambuilding
- Quality Assurance certification
- Multitasking
- Microsoft Outlook, Word, PowerPoint and Excel
- CMS/AVAYA Monitoring
- ASPECT/Performance Edge
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Supervisor
Molina Healthcare Inc-Remote
03.2023 - Current
Financial crimes Operations Manager
Wells Fargo-Roanoke, VA
01.2019 - 08.2022
Video Repair Specialist
Spectrum-Melbourne, FL
06.2017 - 12.2018
Title and Recording Supervisor
ISGN Solutions-Palm Bay, FL
11.2016 - 03.2017
Customer Service Supervisor
ISGN Mortgage Solutions-Palm Bay, FL
12.2015 - 11.2016
Loan Modification Manager
Wingspan Portfolio Advisors-Melbourne, FL
07.2014 - 06.2015
Bilingual Customer Resolution Center Supervisor
Percepta-Melbourne, FL
08.2005 - 07.2014
H.S. Diploma -
Deparrment of Education Commonwealth of Puerto Rico
A.S - Business Administration
Eastern Florida State College
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