Summary
Overview
Work History
Education
Skills
Timeline
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Raul Fernandez

Antioch,IL

Summary

Team Leader experienced in directing activities of workgroups. Develops strategies, provides training, sets goals and obtains team feedback. Excellent interpersonal and communication skills. Big picture focus with excellence in communicating goals and vision to succeed. Problem solver, networker and consensus builder.

Overview

8
8
years of professional experience

Work History

Bilingual Customer Service Team Lead

Uline Shipping Supplies
06.2022 - Current
  • Oversee 12 person Mexico Bilingual and Held Orders team.
  • Monitor daily team performance and provide constructive feedback to increase productivity and maintain quality standards.
  • Collaborate cross-departmentally to resolve order hold issues efficiently.
  • Conduct quarterly audits to identify areas of improvement and offer actionable strategies to management.
  • Handle manager calls for all of North America.
  • Increase rep knowledge and leadership skills through monitors, side by sides and one on one meetings.
  • Orchestrate quarterly meetings for Mexico bilingual and Held Order reps.
  • Assist HR in English and bilingual candidate interviews.
  • Developed and led branch-wide product/procedure training sessions.

Bilingual Customer Service Representative

Uline Shipping Supplies
06.2017 - 06.2022
  • Mentored incoming employees, providing guidance and support for all roles.
  • Conducted internal test calls to ensure adherence to protocols.
  • Collaborated with Corporate Training Departments to develop standardized procedures for mentoring bilingual representatives in North America.
  • Analyzed email interactions to identify trends among Mexico-based customer service reps and facilitated branch-wide calibration sessions.
  • Provided translation, proofreading, and communication services, bridging gaps between customers and internal departments.

Customer Service Intern

Uline Shipping Supplies
05.2016 - 06.2017
  • Completed year-long Customer Service internship while managing full-time work and attending college
  • Managed high-volume inbound calls, effectively prioritizing issues to ensure swift resolution and minimize hold times for customers.
  • Participated in training sessions focused on product knowledge and communication strategies to enhance service quality.

Education

Bachelors of Arts - Spanish and Psychology

Lake Forest College
Lake Forest, IL
05.2017

Skills

  • Bilingual - Spanish
  • Cross-functional Team Leadership
  • Coaching and Mentoring
  • Problem-Solving
  • Attention to Detail
  • Team motivation

Timeline

Bilingual Customer Service Team Lead

Uline Shipping Supplies
06.2022 - Current

Bilingual Customer Service Representative

Uline Shipping Supplies
06.2017 - 06.2022

Customer Service Intern

Uline Shipping Supplies
05.2016 - 06.2017

Bachelors of Arts - Spanish and Psychology

Lake Forest College

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Raul Fernandez