Jose Medina
El Paso
Summary
Dynamic Customer Service Manager with a proven track record at Alorica, enhancing customer satisfaction through effective problem-solving and training initiatives. Skilled in conflict resolution and CRM, I successfully implemented process improvements that boosted team performance and operational efficiency, fostering a collaborative environment focused on excellence.
Overview
2026
2026
years of professional experience
Work History
Customer Service Manager
Alorica
- Led customer service team to improve response times and enhance customer satisfaction.
- Developed training programs to enhance staff skills and knowledge in service protocols.
- Analyzed customer feedback data to identify trends and drive service improvements.
- Implemented quality assurance processes to ensure consistency in service delivery.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.
Shift Manager
Pizza Hut
El Paso, TX
08.2024 - 01.2026
- Supervised team members to ensure adherence to safety and quality standards.
- Managed daily operations, optimizing workflow efficiency during peak hours.
- Trained new staff on food preparation procedures and customer service protocols.
- Monitored inventory levels, ensuring timely replenishment of supplies and ingredients.
- Resolved customer complaints promptly, enhancing overall satisfaction ratings.
- Implemented process improvements that reduced order fulfillment times significantly.
- Coordinated scheduling for staff to maintain optimal coverage during busy shifts.
- Handled escalated customer issues effectively, demonstrating strong problem-solving skills while upholding company values and standards.
- Trained new employees on company policies, procedures, and job responsibilities, ensuring seamless integration into the team.
- Trained and mentored new employees to maximize team performance.
- Improved overall team performance by effectively delegating tasks and providing clear instructions.
- Supervised employees and oversaw quality compliance with company standards for food and services.
- Coached crew members to optimize performance and motivate toward more efficient work.
Service Management Manager
Alorica
El Paso, TX
11.2020 - 05.2023
- Oversaw daily operations, ensuring adherence to company policies and procedures.
- Implemented process improvements that enhanced operational efficiency and team performance.
- Mentored team members, fostering a culture of continuous learning and development.
- Coordinated cross-functional collaboration to streamline project execution and resolve issues promptly.
- Managed and motivated employees to be productive and engaged in work.
- Maintained professional, organized, and safe environment for employees and patrons.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
Team Leader
Peter Piper Pizza Inc
El Paso, TX
07.2019 - 09.2020
- Oversaw daily operations, ensuring adherence to company policies and procedures.
- Implemented process improvements that enhanced operational efficiency and team performance.
- Mentored team members, fostering a culture of continuous learning and development.
- Coordinated cross-functional collaboration to streamline project execution and resolve issues promptly.
- Managed and motivated employees to be productive and engaged in work.
- Maintained professional, organized, and safe environment for employees and patrons.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
Education
High School Diploma -
Socorro High School
El Paso, TX06-2017
Skills
- Customer service
- Problem-solving
- Microsoft outlook, word, and Excel
- Customer focused
- Time management
- Training and mentoring
- Decision-making
- Excellent time management skills
- Cash handling
- Effective workflow management
- Customer relationship management (CRM)
- Conflict resolution techniques
- Exceptional telephone etiquette
- Relationship building
- Handling escalations
- Staff training
- Call center management
- Account management
- Schedule management
- Training and coaching
- Conflict management
- Staff management
- Escalation handling
- Call center operations
- Employee scheduling
- Staff education and training
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
French
Limited Working
Timeline
Shift Manager
Pizza Hut
08.2024 - 01.2026
Service Management Manager
Alorica
11.2020 - 05.2023
Team Leader
Peter Piper Pizza Inc
07.2019 - 09.2020
Customer Service Manager
Alorica
High School Diploma -
Socorro High School