Raul Rosales
Chicago,IL
Summary
Adept at elevating call center operations, I spearheaded teams at MS-IL Staffing & Packaging to surpass performance metrics, enhancing customer satisfaction scores significantly. My leadership, grounded in strong recruitment and KPI tracking skills, ensured professional growth and operational excellence. Achievements include transforming customer service techniques, resulting in a marked improvement in team productivity and service quality.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Call Center Manager
MS-IL Staffing & Packaging
Indianapolis , IN
04.2020 - Current
- Developed and maintained a team of call center representatives to meet performance standards.
- Interviewed prospective employees, and provided input to HR on hiring decisions.
- Resolved escalated customer complaints promptly and professionally.
- Prepared reports on team performance, customer feedback, and operational metrics for executive management.
- Provided coaching on best practices in customer service techniques to improve the quality of interactions with customers.
- Monitored daily operations, including call volume, average speed of answer, service levels, customer satisfaction scores, and other key metrics.
Call Center Supervisor
MS-IL Staffing
Indianapolis, IN
07.2019 - 04.2020
- Delivered consistent one-on-one and group training sessions to help professionals improve skills and selling techniques.
- Collaborated with company departments to guarantee cohesive branding and strategic product placement.
- Coordinated staff schedules to ensure optimal coverage during peak hours.
- Oversaw daily operations of call center team, ensuring adherence to performance standards.
- Analyzed customer feedback data to identify trends in customer service issues.
Account Manager
MS-IL Staffing & Packaging
Indianapolis , IN
10.2018 - 07.2019
- Resolved customer complaints in a timely manner. Prepared and presented detailed reports on account status, challenges, and growth opportunities to executive leadership.
- Resolved client issues and complaints in a timely and effective manner, ensuring client satisfaction.
- Participated in trade shows, conferences, and networking events to represent the company and attract new business.
- Onboarded new team members to integrate into organization.
Call Center Representative
MS-IL Staffing & Packaging
Indianapolis , IN
06.2014 - 10.2017
- Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
- Analyzed data collected during each call in order to identify trends in customer feedback.
- Performed outbound calling campaigns to promote new products or services.
- Performed follow-up calls as necessary to ensure satisfactory resolution of customer inquiries.
Warehouse General Laborer
Unified Wire and Cable
DeKalb, IL
02.2012 - 03.2014
- Placed bins, carts and containers in convenient locations to assist with loading efficiency.
- Labeled packages correctly before they were shipped out to customers.
- Operated large vehicles, forklifts and pallet jacks to transport multiple freight loads.
- Stacked boxes, crates, and other containers in an orderly manner for efficient storage.
- Loaded and unloaded shipments from trucks and picked up and moved heavy packages and items using forklifts.
Store Manager
DBA Freshens Yogurt
Indianapolis , IN
08.2008 - 01.2012
- Appraised inventory levels on frequent basis, ordering new merchandise to keep quantities well-stocked.
- Managed daily banking activities such as deposits and withdrawals.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
Education
High School Diploma -
North Central Hight School
Indianapolis, IN05-2008
Some College (No Degree) -
Ivy Tech Community College of Indiana
Indianapolis, INSkills
- Team coaching
- Productivity standards
- Call center operations
- Call center customer service
- Strong leadership
- KPI tracking
- Recruitment and hiring
- Customer service abilities
Accomplishments
- Best Performance Award
- Departmental Awards
- Employee of the Month
Certification
- Certified First Responder
- E-Verify Certification
Languages
English
Full Professional
Spanish
Native/ Bilingual
Timeline
Call Center Manager
MS-IL Staffing & Packaging
04.2020 - Current
Call Center Supervisor
MS-IL Staffing
07.2019 - 04.2020
Account Manager
MS-IL Staffing & Packaging
10.2018 - 07.2019
Call Center Representative
MS-IL Staffing & Packaging
06.2014 - 10.2017
Warehouse General Laborer
Unified Wire and Cable
02.2012 - 03.2014
Store Manager
DBA Freshens Yogurt
08.2008 - 01.2012
High School Diploma -
North Central Hight School
Some College (No Degree) -
Ivy Tech Community College of Indiana
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