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.
Hi, I’m
Sergio Camacho
Sacramento,CA
Summary
Overview
9
years of professional experience
Work History
Delta Dental
Call Center Supervisor
03.2021 - Current
Job overview
- Developed and conducted training programs for employees across departments to enhance their understanding of our products and services, resulting in a 15% decrease in customer complaints
- Elevated agent quality through targeted initiatives, leading to a 10% reduction in escalated inquiries and enhancing overall user resources
- Collaborated with hiring managers, streamlining onboarding processes and developing 30-60-90 plans for new hires
- Managed and oversaw several projects simultaneously, demonstrating exceptional project management abilities in a fast-paced setting
- Achieved a 90% on-time project delivery rate, ensuring alignment with company objectives.
Delta Dental
Customer Service Representative
10.2018 - 03.2021
Job overview
- Slashed call times by 50%, driving an exceptional 20% increase in customer satisfaction
- Applied a solution-driven approach to issue resolution, consistently transforming negative interactions into positive outcomes
- Achieved a perfect customer satisfaction score of 100% within three months
- Fueled cross-functional collaboration, sharing expertise and fostering a positive team environment, resulting in improving team performance.
First Republic Bank
Vendor Management Associate
04.2015 - 05.2018
Job overview
- Orchestrated seamless communication between senior management, attorneys, vendors, and technical departments, achieving a stellar 90% on-time completion rate for over 100 projects
- Provided crucial support to the technical team, ensuring the upholding of company policies and standards
- Implemented efficient tracking of daily operations, resulting in a notable 20% increase in customer satisfaction.
Education
Consumnes River CollegeSacramento, CA
University Overview
Skills
- Project Management
- Written and Verbal Communication
- Documentation Expertise
- Data Analysis
- Training and Development
- Technical Troubleshooting
- Information Tracking
- Technical Support
- Quality Assurance
- Human resources
- Scheduling
Availability
See my work availability
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Available
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Timeline
Call Center Supervisor
Delta Dental
03.2021 - Current
Customer Service Representative
Delta Dental
10.2018 - 03.2021
Vendor Management Associate
First Republic Bank
04.2015 - 05.2018
Consumnes River College
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