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Omar Ochoa
San Fernando,California
Summary
Dedicated Call Center Representative focused on customer satisfaction and complaint resolution. Enhanced team performance and streamlined processes for improved service delivery through effective training and collaborative strategies. Fostered a team environment that drives exceptional service.
Overview
12
12
years of professional experience
Work History
Call Center Representative
Centene
08.2020 - Current
- Resolved customer inquiries efficiently, ensuring high satisfaction levels and adherence to service standards.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Improved first-call resolution rates with thorough issue analysis and effective problem-solving techniques.
- Managed escalated customer issues effectively, applying conflict resolution strategies to achieve positive outcomes.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Developed and implemented streamlined processes for issue resolution, reducing call handling time significantly.
- Trained new representatives on call handling techniques and compliance procedures, enhancing team performance.
- Mentored new hires as they navigated our systems and protocols, fostering teamwork within the call center.
- Monitored team performance metrics, providing coaching to ensure adherence to quality assurance guidelines.
- Analyzed customer feedback to identify service gaps, recommending actionable improvements to management.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Delivered consistent top-notch performance under pressure during peak calling hours or challenging situations.
General Manager
El Pollo Loco
North Hollywood, CA
08.2014 - 09.2020
- Oversaw daily operations to ensure optimal service and guest satisfaction.
- Directed daily operations to enhance customer service and operational efficiency.
- Implemented cost control measures, enhancing profitability while maintaining quality.
- Implemented training programs to elevate staff performance and reduce turnover rates.
- Developed marketing strategies that increased brand awareness and customer engagement.
- Analyzed sales data to optimize inventory management and improve product availability.
- Trained and mentored staff, fostering a positive team environment.
- Maintained open lines of communication between front-and back-of-house teams to facilitate smooth day-to-day operations.
- Addressed customer concerns promptly and professionally, turning potentially negative experiences into positive outcomes.
- Resolved customer inquiries efficiently, ensuring high levels of satisfaction and loyalty.
- Developed training materials that improved onboarding process for new hires, fostering quicker adaptation to role responsibilities.
Education
High School Diploma -
Verdugo Hills High School
Tujunga, CA06-2014
Skills
- Call center support
- Call handling
- Customer service
- Client assistance
- Issue resolution
- Issue management
- Transaction handling
- Technical support
- Technical troubleshooting
- Quality monitoring
- Time management
- Sales support
- Database research
- Excel proficiency
- Outlook proficiency
- Chrome proficiency
- Presentation creation
- Coaching techniques
- Problem-solving skills
- Excel proficiency
- Outlook proficiency
- Presentation creation
Accomplishments
While working for Health net I won the Excellence on Display award.
Languages
Spanish
Native or Bilingual
Timeline
Call Center Representative
Centene
08.2020 - Current
General Manager
El Pollo Loco
08.2014 - 09.2020
High School Diploma -
Verdugo Hills High School