Jose Hurtado
Miami,FL
Summary
Seasoned Call Center Team Lead familiar with handling loans calls in busy, high-volume environments by applying advanced listening, communication and problem-solving skills to diverse customer concerns. Excellent trainer and coach with 2 years of related experience.
Overview
4
4
years of professional experience
Work History
Call Center Team Lead
Acima
05.2021 - 01.2023
- Increased customer satisfaction by implementing effective call center strategies and providing timely solutions to customer concerns.
- Enhanced team performance by conducting regular training sessions and motivating agents to achieve their targets.
- Reduced call wait times through efficient workforce management and proper scheduling of team members'' shifts.
- Ensured high-quality service by monitoring calls, providing feedback, and coaching team members on areas for improvement.
- Streamlined communication within the team by implementing clear guidelines and expectations for all agents.
- Contributed to company growth by consistently meeting or exceeding sales targets through exceptional team leadership.
- Improved customer retention rates by addressing escalated issues promptly and professionally, ensuring positive resolution for both parties involved.
Customer Service Manager
Dry Cleaning
02.2019 - 05.2021
- Enhanced customer satisfaction by streamlining support processes and implementing new strategies.
- Increased team productivity by providing ongoing training and support to customer service representatives.
- Improved response times for customer inquiries with efficient ticketing system management and prioritization techniques.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Developed strong relationships with key clients, ensuring their needs were met consistently and promptly.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
Education
High School Diploma -
Felix Varela Senior High School
Miami, FL06.2018
Skills
- Fluent in English and Spanish
- Knowledge Database Understanding
- Workforce Planning
- Customer Service
- Problem Solving
- Multitasking
- Team Management
- Active Listening
- Time Management
- Adaptability
- Employee Development
- Quality Controls
- Rewards Programs
Timeline
Call Center Team Lead
Acima
05.2021 - 01.2023
Customer Service Manager
Dry Cleaning
02.2019 - 05.2021
High School Diploma -
Felix Varela Senior High School
Similar Profiles
Grace EnnissGrace Enniss
Assistant Manager of Facilities at AcimaAssistant Manager of Facilities at Acima
Alicia OmlorAlicia Omlor
Manager at AcimaManager at Acima
Kim BenjaminKim Benjamin
Traveling Sales Associate at ACIMATraveling Sales Associate at ACIMA