JOSE ALEJOS
Sherman,TX
Summary
As a dedicated Customer Service Specialist, I bring skills that allow me to prioritize and multitask in a fast-paced environment. I am a team player, committed to achieving both personal and business objectives. I am recognized for effectively handling escalated customer support issues. My expertise includes Call Center Operations, Quality Control, proficiency with POS Systems and Ordering Platforms, Issue and Complaint Resolution, Report Creation, Fleet Dispatching, and Transaction Processing. I am technologically adept, focused on building customer trust and loyalty, and I am fluent in Spanish. My capabilities extend to Credit Card Payment Processing, exceptional Problem-Solving Abilities, being an Adaptive Team Player, and providing Translation and Interpretation Services. I am courteous, with a strong service mindset, skilled in Multitasking and Prioritization, Creative Problem Solving, and De-escalation Techniques. I excel in Customer Service, Customer Account Management, and am Efficient and Detail-Oriented. My communication skills are strong, both verbally and in writing, and I am experienced in Inbound and Outbound Calling. I have an upbeat and positive personality, skilled in Report Generation, responding to difficult customers, implementing Quality Assurance Controls, and remaining Calm and Professional Under Pressure. I am adept at Order and Refund Processing, understanding Customer Needs, Store Maintenance, excellent Phone Etiquette, and strong Typing Communication Skills. Forward-thinking professional with proven history of leadership, planning and problem solving. Adept collaboration with professional to accomplish demanding objectives, motivate staff, and organize resources. Systematic understanding of maintaining coverage for all operational needs. Detail-oriented Assistant Manager offers more than extensive progressive record of accomplishment in leadership roles. Establishes clear guidelines and enforces consistent policies to keep staff satisfied and on-target to achieve important objectives. Excellent relationship-building, multitasking, and decision-making skills.
Overview
13
13
years of professional experience
Work History
Assistant Manager
Choctaw Casino & Resort
Durant, OK
12.2022 - Current
- Successfully oversaw operations as the manager of a renowned 4 diamond restaurant in Choctaw Casino Resort.
- Maintained compliance with established protocols for effective execution
- Facilitated communication between waitstaff and kitchen staff during peak hours.
- Supervised food preparation, ordering of supplies, and inventory control.
- Coordinated catering services for special occasions or corporate events.
- Assisted in recruiting, training, and scheduling staff members.
- Monitored customer service standards and took corrective action when needed.
- Implemented systems to track labor costs, product waste, and customer satisfaction ratings.
- Maintained inventory levels by ordering necessary food supplies and equipment.
- Provided guidance to employees regarding job duties or work related issues.
- Reviewed monthly profit and loss statements with upper management team members.
- Assisted customers with menu selections while providing detailed information about ingredients.
- Conducted daily pre-shift meetings with staff to review specials and discuss any changes or updates in the restaurant's operations.
- Analyzed customer feedback surveys to identify areas of improvement.
- Managed payroll records, budgets, cash handling processes and financial reports.
- Recruited qualified applicants for vacant positions within the restaurant.
- Tracked sales data to develop forecasts for staffing needs during peak hours.
- Developed strategies for increasing customer satisfaction and sales revenue.
- Monitored restaurant operations to ensure compliance with health and safety regulations.
- Managed and supervised staff, including hiring, scheduling, training and performance evaluations.
- Resolved customer complaints in a timely manner to ensure customer loyalty.
- Enforced all company policies, procedures and service standards.
- Optimized profits by controlling food, beverage and labor costs.
- Counseled and disciplined staff to address issues promptly and provide constructive feedback.
- Prepared employee schedules to maintain appropriate staffing levels during peak periods.
- Coached team members on food safety and sanitation processes, customer service, menu education and up-selling techniques to drive revenue.
- Complied with health, sanitation and liquor regulations by clearly communicating and reinforcing standards and procedures to employees.
Customer Service Representative
J & J Burk One Hour Heating & Air Conditioning
Lawton, OK
02.2022 - 04.2022
- Monitored dispatch board and adjusted call priorities regularly based on caller needs
- Tracked changes in computer system to keep records current and accurate
- Kept detailed and updated records of calls in physical and electronic databases
- Managed daily delivery and work schedules to maximize coverage
- Answered customer requests with information about product availability, shipping information and status updates
- Utilized various software systems to facilitate movement, planning, and scheduling
- Recorded results of service calls to create report summaries for senior management
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor
- Assisted customers with making payments or establishing payment plans to bring accounts current
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices
- Upheld quality control policies and procedures to increase customer satisfaction
- Fielded customer complaints and queries, fast-tracking them for problem resolution
- Processed documentation and troubleshot discrepancies to build client rapport
- Informed customers about billing procedures, processed payments and provided payment option setup assistance
- Consulted with customers to resolve service and billing issues
- Asked probing questions to determine service needs and accurately input information into electronic systems
- Answered inbound calls, chats and emails to facilitate customer service
- Improved customer service wait times to mitigate complaints.
Medical Marijuana Dispensary Manager
K-RADS CANNABIS
Bokchito, OK
12.2020 - 12.2021
- Strengthened and aligned daily operations with patient needs based on collected feedback and continuous improvement plans
- Supervised internal and external communications by answering queries and complaints
- Motivated employees to share ideas and feedback
- Trained, managed and motivated employees to promote professional skill development
- Maintained retail store presentation by overseeing merchandise replenishment, customer courtesy and inquiry response
- Completed detailed and efficient assessments of each patient to support development of multidisciplinary treatment plans
- Formed and sustained strategic relationships with clients
- Accurately managed shipment processing, providing direction to associates and overseeing inventory activities
- Assessed team proficiencies, identifying and targeting areas for improvement
- Devised and implemented strategies to promote organizational growth, penetrate new markets and improve patient care standards and initiatives
- Generated reports detailing project information and predictions
- Strengthened traceability, developing organization systems for contracts, records, reports and agendas
- Empowered staff members to contribute to continuous improvement, quality and growth of company.
Gas Clerk and Cook
RIVER MART
WADE, OK
11.2018 - 12.2020
- Maintained cleanliness, neatness and organization of customer areas
- Activated fuel pumps to fill fuel tanks of vehicles with gasoline or diesel fuel
- Eliminated safety hazards, removed soiled items and collected trash from customer areas
- Managed wide variety of customer service and administrative tasks to resolve customer issues
- Extended customer subscriptions, offering discounts and promotions to ensure high customer retention rates
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services
- Worked closely with team members to deliver project requirements, develop solutions and meet deadlines
- Prioritized and organized tasks to efficiently accomplish service goals
- Juggled multiple projects and tasks to ensure high quality and timely delivery
- Provided excellent service and attention to customers when face-to-face or through phone conversations
- Motivated and encouraged team members to communicate more openly and constructively with each other
- Carried pans, kettles, and trays of food to and from work stations, stove, and refrigerator
- Operated ovens, fryers and mixers safely to prevent kitchen accidents and machinery malfunction
- Chopped, diced, and sliced vegetables and fruit ahead of rush periods
- Grilled and deep fried various foods from meats to potatoes
- Replenished food items from inventory and rotated ingredients
- Enforced proper sanitation practices to prevent spoiling or contamination of foods
- Interacted with waitstaff regarding special orders for customers with food allergies and gluten intolerance
- Regulated oven, broiler and roaster operations for cooking at correct temperatures
- Prepared garnishes for later use in meal production
- Greeted customers, answered questions, and recommended specials to increase profits
- Operated POS terminals to input orders, split bills, and calculate totals
- Satisfied customers by topping off drinks and offering condiments, napkins, and other items
- Prepared salads, appetizers, and garnishes to assist kitchen staff
- Enforced minimum age requirements for consumption of alcoholic beverages by checking identification
- Provided exceptional service to high volume of daily customers
- Developed rapport with guests and assisted in generating repeat business by providing exceptional customer service
- Maintained accuracy while handling payments, giving change and printing receipts to customers
- Cleared table and bussed dishes to allow for quick setups
- Welcomed guests with personable attitude and brought beverage orders while reviewing menu options
- Communicated with kitchen staff frequently to stay up-to-date on supply availability and potential customer wait times
- Handled food safely and kept spaces clean to protect customers from foodborne illness and maintain proper sanitation
- Relayed orders and special requests to cooks
- Completed final preparations of dishes and quickly delivered items to customers.
Call Center Representative
Omnicare 365
Durant, OK
08.2018 - 11.2018
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints
- Managed customer expectations by clarifying needs, identifying options and recommending products and services
- Consulted with customers to resolve service and billing issues
- Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks
- Coordinated with various company teams to offer and implement successful solutions to customer problems
- Updated customer accounts, addresses, and contact information within call management databases
- Reviewed files, records and other obtained documents to respond to customer requests
- Corrected issues by giving agents targeted and highly constructive feedback
- Filled out sales reports to turn in to managers, recorded customer information and details surrounding transactions and verified purchase dates and order specifications.
Call Center Representative
Choctaw Casino & Resort
Durant, OK
09.2016 - 08.2018
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints
- Managed customer expectations by clarifying needs, identifying options and recommending products and services
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis
- Documented customer correspondence in CRM to track requests, problems and solutions
- Maintained strong call control and quickly worked through scripts to address problems
- Answered, screened and processed high volume of calls daily with call management system and web-based communications
- Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks
- Updated customer accounts, addresses, and contact information within call management databases.
Customer Service Call Center Supervisor
Alorica
Durant, OK
11.2015 - 09.2016
- Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment
- Investigated sensitive customer service complaints and delivered prompt resolution to customer satisfaction
- Assisted staff with resolving complex customer issues and implementing targeted solutions
- Set clear expectations and helped employees pursue optimal paths for achieving each target
- Interviewed, hired and trained staff to meet company objectives
- Evaluated and authenticated returns, exchanges and voids
- Delivered continuous training to associates to maximize performance and customer relations skills
- Responded to phone and online customer service requests within designated turnaround time to improve customer satisfaction ratings
- Assessed departmental operations to determine areas for improvement and support
- Enhanced company-wide procedures and policies to improve employee morale and boost customer satisfaction
- Monitored phone calls to provide feedback and coaching
- Prepared documentation, reports and logs to identify and manage sales metrics and support process driven activities
- Conducted training and offered staff development opportunities to decrease process lags
- Developed daily, weekly and monthly reports on help desk team's productivity
- Achieved commendations for providing top-quality customer service.
Quality Assurance Analyst
Alorica
Durant, OK
11.2015 - 09.2016
- Maintained policy, procedures, work instructions and projects for quality and continuous improvement agendas
- Set and achieved product quality objectives while meeting product specifications
- Promoted company in maintaining work environment focused on quality, communication, collaboration, integration and teamwork
- Recommended improvements to systems and procedures for increased productivity
- Oversaw process checks to verify proper completion and correct frequency
- Created, edited, and updated project manuals and technical documentation used by entire QA team
- Crafted quality control tests to analyze data for process improvement initiatives
- Managed onsite testing for customers as required by project's specifications
- Kept abreast of regulatory requirements from accrediting bodies and federal, state and local statutes
- Devised strategic and operational planning to evaluate client outcomes with quality management team.
Call Center Representative
Alorica
Durant, OK
03.2013 - 11.2015
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor
- Educated customers on special pricing opportunities and company offerings
- Assisted customers with making payments or establishing payment plans to bring accounts current
- Fielded customer complaints and queries, fast-tracking them for problem resolution
- Upheld quality control policies and procedures to increase customer satisfaction
- Asked probing questions to determine service needs and accurately input information into electronic systems
- Informed customers about billing procedures, processed payments and provided payment option setup assistance
- Answered incoming telephone calls to provide store, products, and services information
- Made outbound calls to obtain account information
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints
- Reviewed files, records and other obtained documents to respond to customer requests
- Corrected issues by giving agents targeted and highly constructive feedback.
Non Convey Belt
Big Lots Distribution Center
Durant, OK
09.2011 - 09.2012
- Operated conveyor, stacker, and loader equipment, observing safety features to avoid accidents
- Loaded and unloaded materials for projects
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
Education
High School Diploma -
McHill High School
Skills
- Recruiting and interviewing
- Operations Management
- Employee Scheduling
- Product and service knowledge
- Cost Reduction
- Employee Performance Evaluations
- Staff Training and Development
- Money Handling
- Staff Management
- Employee engagement
- Team motivation
- Customer Relationship Management (CRM)
- Staff Development
- Staff Supervision
- Policy Enforcement
- Compliance understanding
- Customer Service
- Performance Evaluation
- Customer Relationship Management
- Idea Development and Brainstorming
- Task Delegation
- Customer Relations
- Succession Planning
- Recruitment and hiring
Timeline
Assistant Manager
Choctaw Casino & Resort
12.2022 - Current
Customer Service Representative
J & J Burk One Hour Heating & Air Conditioning
02.2022 - 04.2022
Medical Marijuana Dispensary Manager
K-RADS CANNABIS
12.2020 - 12.2021
Gas Clerk and Cook
RIVER MART
11.2018 - 12.2020
Call Center Representative
Omnicare 365
08.2018 - 11.2018
Call Center Representative
Choctaw Casino & Resort
09.2016 - 08.2018
Customer Service Call Center Supervisor
Alorica
11.2015 - 09.2016
Quality Assurance Analyst
Alorica
11.2015 - 09.2016
Call Center Representative
Alorica
03.2013 - 11.2015
Non Convey Belt
Big Lots Distribution Center
09.2011 - 09.2012
High School Diploma -
McHill High School