Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Marcelo Parodi

San Antonio,TX

Summary

Proactive Call Center professional bringing excellent leadership skills and capability to help staff meet and exceed customer expectations. Equipped to train, monitor and manage high-performance teams in fast-paced environments. Personable and decisive with expertise in diplomatic conflict resolution and consumer behavior. Resourceful Manager offering history of success coordinating and monitoring operations across various departments. Effective leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Highly committed with hardworking mentality to maintain quality of services and products.

Overview

7
7
years of professional experience

Work History

PCT Supervisor

3M
10.2019 - Current
  • Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
  • Coached team members to deliver hospitable, professional service while adhering to set service models.
  • Monitored metrics and developed actionable insights to improve efficiency and performance.
  • Led regular customer service meetings to review progress identify challenges and provide feedback.
  • Coordinated individual duties after careful evaluation of each employee's skill level and knowledge.
  • Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews.
  • Traveled to Costa Rica to help train and develop PCT Groups

Team Lead

3M+KCI
09.2016 - 10.2019
  • Trained new team members by relaying information on company procedures and requirements.
  • Trained Members of Cognizant for POD department
  • Trained Members of Cognizant in Lead processes for inbound
  • Traveled to El Salvador multiple times to train Inbound classes.
  • Coached team members in techniques necessary to complete job tasks.
  • Worked different stations to provide optimal coverage and meet production goals.
  • Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.

Education

Associate of Arts - History

San Antonio College
San Antonio, TX
05.2008

High School Diploma -

Clark High School
San Antonio, TX
06.2004

Skills

  • Customer Service
  • Training Programs
  • New Hire Training
  • Motivational Leadership
  • Performance Management
  • Team Meetings
  • Call Monitoring
  • Staff Assignments and Supervision
  • Verbal and Written Communication
  • Microsoft Office
  • Goal Attainment
  • Quality Assurance

Languages

Spanish
Native or Bilingual

Timeline

PCT Supervisor

3M
10.2019 - Current

Team Lead

3M+KCI
09.2016 - 10.2019

Associate of Arts - History

San Antonio College

High School Diploma -

Clark High School

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Marcelo Parodi