Manuel Bravo
Customer Service
Milpitas,US
Summary
Knowledgeable and dedicated customer service professional with extensive experience in Banking and Call Center industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
24
24
years of professional experience
6
6
years of post-secondary education
Work History
Customer Service Representative II
DVD. Com a Netflix Company
05.2015 - 12.2023
- Proactively supported fellow representatives by ensuring accurate account information verification, making informed judgment calls, and facilitating additional refunds or adjustments tailored to meet client needs within established guidelines
- Served as an active supervisor during client escalations, providing a secondary perspective that contributed to effective issue resolution and prevented further escalation
- Played a key role in delivering constructive feedback and collaborating with supervisors to enhance the overall team's performance, thereby contributing to improved client satisfaction and team efficiency.
- Offered advice and assistance to customers, paying attention to special needs or wants.
Customer Service Representative
Aerotek Contractor-DVD. Com a Netflix Company
01.2015 - 05.2015
- Assisted customers with account questions and maintenance while preventing client's escalation to upper management.
- Updated account information to maintain customer records.
- Provided primary customer support to internal and external customers.
Teller
First Bank
10.2014 - 01.2015
- Identified sales opportunities and referred customers to branch partners in financial services.
- Learned about customer's financial needs, established trust, and optimized sales opportunities resulting in quality customer service.
- Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
Intern
Dante D. Ong | Senior Accountant |City of Milpitas
07.2014 - 08.2014
- Reviewed documents and accounts for discrepancies and resolved variances.
- Reconciled balance sheets and streamlined best practices for balance sheet processes.
- Updated general ledger with latest entries.
Barista
Starbucks Coffee Company
06.2013 - 03.2014
- Worked effectively in fast-paced environments.
- Worked flexible hours across night, weekend, and holiday shifts.
Supervisor/ Lead Teller
JP Morgan Chase Bank
06.2008 - 09.2012
- Maintained clean and well-organized production areas to avoid violations or unnecessary work delays due to hazards or inefficient layouts.
- Mentored newly hired employees on operating equipment and safety and developed training manual to use for reference.
- Maintained compliance with company policies, objectives, and communication goals.
Operations Supervisor
WAMU / Washington Mutual
03.2005 - 01.2008
- Enforced regulatory and company policy compliance to improve workplace and employee safety and readiness.
- Motivated and trained employees to maximize team productivity.
- Enhanced operational performance and reduced labor expenses by developing and optimizing standard practices.
- Analyzed department metrics and performance and reported findings to management.
Call Center Agent
Cal Coast Financial
07.2005 - 10.2005
- Cold Calling mortgage sales pre screening
- Assisted agents who needed Spanish representation.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
Customer Service Supervisor
Fry's Electronics Inc.
01.2003 - 07.2005
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Coached employees through day-to-day work and complex problems.
- Led regular customer service meetings to review progress identify challenges and provide feedback.
- Created, prepared, and delivered reports to various departments.
- Delegated tasks to administrative support staff to organize and improve office efficiency.
- Handled large amounts of Cash ranging from 600K to 1.5 million.
- Balanced point of sales registers.
Customer Relations Supervisor
Fry's Electronics Inc.
02.2000 - 01.2003
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Reinforced established quality control standards and followed procedures for optimal customer interactions.
- Made customers aware of current and new programs and services.
- Managed customer relations on ongoing basis to maximize customer retention.
- Handled Tele-Sales
- Handled customer opportunities on behalf of the Store Manager.
Customer Relationship Agent
Fry's Electronics Inc.
07.1999 - 02.2000
- Reinforced established quality control standards and followed procedures for optimal customer interactions.
- Completed opening and closing functions to meet operational needs.
- Handled office clerical work
- Assisted in POS system when needed.
Education
Associate of Applied Science - Business Administration
Heald College
Milpitas, CA 04.2013 - 06.2015
High School Diploma -
Abraham Lincoln High School
San Jose, CA 01.1996 - 06.1999
Skills
- Technical Skills:
- Remote Office Availability
- Critical Thinking
- Troubleshooting
- Avaya Software Call Center Slack
- Credit Card Payment Processing
- Customer Relations
- Staff Training
- Money Handling Abilities
- Customer Consulting
- Call Center Operations
- Microsoft Office
- Retail Sales Customer Service
- Problem-Solving Ability
Affiliations
Member of Phi Theta Kappa Honors Society [Member: 2813242]
California Department of Insurance's (CDI) Producer Licensing Bureau [ License Number: 4374875 ]
Timeline
Customer Service Representative II
DVD. Com a Netflix Company
05.2015 - 12.2023
Customer Service Representative
Aerotek Contractor-DVD. Com a Netflix Company
01.2015 - 05.2015
Teller
First Bank
10.2014 - 01.2015
Intern
Dante D. Ong | Senior Accountant |City of Milpitas
07.2014 - 08.2014
Barista
Starbucks Coffee Company
06.2013 - 03.2014
Associate of Applied Science - Business Administration
Heald College
04.2013 - 06.2015
Supervisor/ Lead Teller
JP Morgan Chase Bank
06.2008 - 09.2012
Call Center Agent
Cal Coast Financial
07.2005 - 10.2005
Operations Supervisor
WAMU / Washington Mutual
03.2005 - 01.2008
Customer Service Supervisor
Fry's Electronics Inc.
01.2003 - 07.2005
Customer Relations Supervisor
Fry's Electronics Inc.
02.2000 - 01.2003
Customer Relationship Agent
Fry's Electronics Inc.
07.1999 - 02.2000
High School Diploma -
Abraham Lincoln High School
01.1996 - 06.1999
Languages
Spanish
Native or Bilingual
English
Full Professional
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