Jose Curry
Moreno Valley,CA
Summary
A seasoned leader in customer service and team development, I significantly enhanced operational efficiency and employee retention at Current Home. My expertise in workforce management and coaching, coupled with a knack for fostering teamwork, has consistently driven performance improvements and customer satisfaction.
Professional with background in managing contact centers, bringing wealth of experience in customer service and team leadership. Known for fostering collaboration and driving results within dynamic environments, while maintaining flexibility to adapt to changing needs. Skilled in performance management and communication.
Experienced with managing contact center operations and leading teams to success. Utilizes strong communication and problem-solving skills to enhance customer satisfaction. Track record of implementing process improvements and driving team performance.
Overview
10
10
years of professional experience
Work History
Senior Contact Center Manager
Current Home
01.2020 - 10.2023
- Reduced call wait times by optimizing workforce scheduling and utilizing real-time data insights.
- Enhanced quality assurance measures to ensure adherence to industry standards and best practices in customer service delivery.
- Advanced operational efficiency within the contact center by identifying areas for automation implementation while maintaining a human-centric focus.
- Drove process improvements through regular review sessions, incorporating valuable feedback from both staff members and customers.
- Managed a team of customer service representatives, ensuring top-notch service delivery to customers.
- Created comprehensive training programs for new hires, resulting in faster onboarding and increased productivity.
- Streamlined workflow processes to maximize efficiency within the contact center operations.
- Increased employee retention through effective coaching, mentoring, and professional development opportunities.
- Established a positive work environment by promoting open communication, teamwork, and employee recognition initiatives.
- Reached target KPIs consistently by closely monitoring agent performance, providing ongoing coaching, and addressing any gaps in knowledge or skill sets.
- Collaborated with other departments for seamless coordination of shared objectives and priorities within the organization.
- Analyzed key performance metrics to identify areas of improvement and implement targeted action plans.
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques.
- Trained team members on performance metrics and consumer behavior identification.
- Reduced personnel turnover by developing and implementing performance evaluations to support corrective action planning.
- Trained and guided team members to maintain high productivity and performance metrics.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Negotiated price and service with customers and vendors to decrease expenses and increase profit.
Warm Assistant Manager
Horizon Solar Power
03.2014 - 12.2019
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Developed strong working relationships with staff, fostering a positive work environment.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Mentored junior staff members in their professional development by offering guidance/support in their assigned roles.
- Assisted in recruiting, interviewing, hiring, and onboarding of new employees to maintain adequate staffing levels.
- Collaborated with the management team to develop strategic plans for business growth and improvement.
- Promoted teamwork within the workplace by encouraging collaboration among staff members on various project tasks.
- Scheduled staff shifts to ensure proper coverage during peak shopping hours without exceeding labor budgets.
- Facilitated clear communication between employees and upper management through regular meetings and updates.
- Boosted employee morale by recognizing outstanding performance and celebrating team accomplishments.
- Conducted employee performance evaluations, providing constructive feedback for growth and development.
- Implemented staff training programs, enhancing product knowledge and improving customer service skills.
- Implemented staff training programs to elevate service standards and knowledge.
- Collaborated with management team to set sales targets and strategies, achieving consistent sales growth.
- Conducted performance evaluations, identifying areas for development and rewarding strong performance.
- Facilitated team-building activities, enhancing team cohesion and morale.
- Improved customer satisfaction by resolving complaints and inquiries promptly.
- Conducted performance evaluations and provided constructive feedback to employees.
- Coached new employees, ensuring smooth onboarding process and quicker adaptation to their roles.
- Led weekly team meetings to discuss goals and review performance, fostering culture of continuous improvement.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Established team priorities, maintained schedules and monitored performance.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
Education
No Degree -
Canyon Springs High School
Moreno Valley, CASkills
- Coaching and mentoring
- Crisis management
- Workforce management
- Compliance
- Reporting skills
- Training management
- Customer service
- Teamwork and collaboration
- Multitasking Abilities
- Schedule management
- Management team building
- Reliability
Accomplishments
Rising Star Award, Top Performer Award, Manager of the year Award, MVP Award.
Rising Star Awards, Top Employee, Manager of the Year, MVP Award.
Hard work and dedication helped me achieve these Awards in its highest honor.
Timeline
Senior Contact Center Manager
Current Home
01.2020 - 10.2023
Warm Assistant Manager
Horizon Solar Power
03.2014 - 12.2019
No Degree -
Canyon Springs High School
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