Jorge Prado
San Benito,TX
Summary
Highly adaptable individual bringing 7 years of experience in customer service roles. Motivated professional with well-developed skills in task prioritization and team leadership.
Overview
8
8
years of professional experience
Work History
Customer Service Team Lead
United Healthcare
Harling, TX
11.2022 - Current
- Provided guidance, training, coaching and mentoring to call center team members.
- Monitored calls for quality assurance purposes.
- Conducted performance reviews of call center staff and documented results.
- Analyzed customer feedback data to identify trends in customer service issues.
- Implemented strategies to improve customer satisfaction levels.
- Resolved escalated customer complaints in a timely manner.
- Reviewed daily reports on call volume, sales, abandoned calls and other statistics.
- Managed staff scheduling to ensure adequate coverage during peak hours.
- Investigated difficult or complex inquiries from customers.
- Participated in hiring interviews and selection process for new team members.
- Coached team members on metrics and consumer experience behavior identification to improve satisfaction ratings.
- Handled escalated customer service concerns to preserve customer satisfaction and maintain long-term business relationships.
- Delivered constructive call process feedback.
- Facilitated individual coaching sessions with CSRs to realign productivity goals.
- Planned staff and training meetings and scheduled conference rooms.
Customer Service
United Healthcare
Harlingen, TX
11.2020 - 11.2022
- Developed effective working relationships with team members across multiple departments.
- Attended regular training sessions on updates and changes within the industry or organization.
- Participated in daily huddles with team members in order to discuss common goals and objectives.
- Answered incoming calls from customers and provided assistance with product inquiries, billing questions, and other customer service related issues.
- Resolved customer complaints in a timely manner to ensure customer satisfaction.
- Utilized knowledge base to answer inquiries from customers quickly and effectively.
- Performed follow-up calls as necessary to ensure satisfactory resolution of customer inquiries.
- Maintained high levels of professionalism while interacting with customers via phone or email.
Supervisor
ADVANCED CALL CENTER TECHNOLOGIES
Harlingen, TX
03.2017 - 10.2020
- Monitor associates real-time productivity to achieve production and revenue goals
- Coach and develop associates to improve quality, performance and productivity
- Develop and implement goals and action plans as needed
- Address associate performance, conduct, and attendance issues by consistently applying company policies and practices for corrective counseling
- Motivate and reward associates using company and client incentive programs to drive results and maximize performance
- Ensure associates adhere to company and client policies and standards
- Track and report the associates daily performance and productivity
- Monitor and maintain work volume statistics
- Monitor associate calls to ensure employee is meeting demeanor, accuracy, and conformity to company and client policies
- Take escalated customer calls
- Answer questions and recommends corrective services to address customer complaints
- Assist in determining work procedures, prepare work schedules, and expedite workflow
- Maintain the attendance records for employees using the timekeeping system
- Review attendance daily and edit as necessary to ensure an accurate payroll is processed
- Complete and present associate’s annual performance appraisals
- Conduct job candidate interviews and makes hiring decisions with assistance from HR.
Customer Service Representative
ADVANCED CALL CENTER TECHNOLOGIES
Harlingen, TX
01.2017 - 03.2017
- Respond promptly to customer needs; Solicit customer feedback to improve service; Respond to requests for service and assistance
- Maintain confidentiality; Listen to others without interrupting; Keep emotions under control; Remain open to others' ideas and try new things
- Speak clearly and persuasively in positive or negative situations; Listen and gets clarification; Respond quickly and effectively to customer questions
- Multi task to document while speaking with the consumer
- Demonstrate accuracy and thoroughness; Look for ways to improve and promote quality; Apply feedback to improve performance; Monitor own work to ensure quality
- Meet clients’ specific quality standards
- Meet productivity standards; Complete work in timely manner; Strive to increase productivity; Work quickly
- Consistently at work and on time
- Follow instructions, respond to management direction; Take responsibility for own actions; Keep commitments; Commit to long hours of work when necessary to reach goals; Complete tasks on time or notifies appropriate person with an alternate plan
- Other duties as requested by management.
Customer Service Representative
THE PIZZERIA
San Benito, TX
03.2016 - 02.2017
- Check with customers to ensure that they are enjoying their meals and take action to correct any problems
- Collect payments from customers
- Prepare checks that itemize and total meal costs and sales taxes
- Take orders from patrons for food or beverages
- Serve food or beverages to patrons, and prepare or serve specialty dishes at tables as required
- Present menus to patrons and answer questions about menu items, making recommendations upon request
- Clean tables or counters after patrons have finished dining
- Roll silverware, set up food stations or set up dining areas to prepare for the next shift or for large parties
- Inform customers of daily specials
- Explain how various menu items are prepared, describing ingredients and cooking methods
- Prepare tables for meals, including setting up items such as linens, silverware, and glassware
- Remove dishes and glasses from tables or counters, take them to kitchen for cleaning
- Assist host or hostess by answering phones to take reservations or to-go orders, and by greeting, seating, and thanking guests
- Perform cleaning duties, such as sweeping and mopping floors, vacuuming carpet, tidying up server station, taking out trash, or checking and cleaning bathroom
- Fill salt, pepper, sugar, cream, condiment, and napkin containers
- Write patrons' food orders on order slips, memorize orders, or enter orders into computers for transmittal to kitchen staff.
Education
Associates degree Criminal Justice Candidate -
Texas Southmost College
12.2022
High School Diploma -
Homer Hanna High school
05.2014
Skills
- Spanish
- Computer Literate
- Reporting skills
- Quality Assurance
- Coaching and Mentoring
- Problem-solving aptitude
- Attention to Detail
- Problem-solving abilities
- Multitasking
- Analytical Thinking
- Employee Coaching
- Organizational Skills
- Teamwork and Collaboration
Timeline
Customer Service Team Lead
United Healthcare
11.2022 - Current
Customer Service
United Healthcare
11.2020 - 11.2022
Supervisor
ADVANCED CALL CENTER TECHNOLOGIES
03.2017 - 10.2020
Customer Service Representative
ADVANCED CALL CENTER TECHNOLOGIES
01.2017 - 03.2017
Customer Service Representative
THE PIZZERIA
03.2016 - 02.2017
Associates degree Criminal Justice Candidate -
Texas Southmost College
High School Diploma -
Homer Hanna High school