Eduardo Casas 3rd
Senior Customer Service Manager
Key Food Stores Co-operative Inc.
Experience Senior Customer Service Manager Company NameKey Food Stores Co-Operative Inc. Dates EmployedDec 2016 – Present Employment Duration1 yr 1 mo LocationGreater New York City Area • Implementation of metrics and modules for Service Desk, Field team and Desktop support. • Monitor employee productivity and optimize procedures to reduce costs. • Consistently meet or exceed gross profit goals. • Plan, organize, supervise, review, and evaluate the work of help desk staff. • Recommend selection of staff; trains staff and provide for their professional development; administer discipline as required. • Maintain leave and attendance records for assigned staff. • Work with managers and supervisors and ensure smooth work flow and that deadlines are met. • Provide overall assistance and coordination for organizational personnel on policies and procedures related to attendance and leave record keeping, conducting new employee orientations, and coordinating and facilitating continuing education plans. • Principles and practices of employee supervision, including selection, work planning, performance review and evaluation, and employee training and discipline. Customer Success and Quality Supervisor Company NameAltice USA Dates EmployedMar 2015 – Dec 2016 Employment Duration1 yr 10 mos Managed teams of 12-20 contact center professionals. Interviewed and trained Technical Support Representatives and Lead Technicians. Coordinate with all levels of management across various departments, ensuring escalated issues handled swiftly with the appropriate resolution. Develop and implement individualized coaching plans targeting identified the weak point in order to improve overall efficiency and production. Utilized KPI metrics to help guide team performance through behavior-driven coaching. Fostered a strong team environment. Provided support for escalated television, internet, phone, and billing concerns for both residential and business customers. Improve staff productivity by analyzing the teams’ performance (past / present) and providing necessary feedback. Collaborate with management staff on how to improve any areas of need for call center through weekly and monthly meetings. Main responsibilities •Provide leadership and critical support to employees to enhance the quality of the customer experience. •Ensure productivity, quality and customer satisfaction goals and objectives are met. As a supervisor, I provide leadership, coaching and develop essential skills in my team to ensure department consistency in adhering to established customer experience guidelines. •Coordinate customer contact activities with those of dispatch, sales, billing and collections and field services. Supervise in a manner to ensure Cablevision values, policies and procedures are consistently adhered to. •Monitor performance of my team and provide feedback to ensure that call center and customer satisfaction goals are met. •Provide information to be used in detailed reports compiling CSRs/ASRs/Lead performance and activities on a daily, weekly, and monthly basis. Propose changes to call center activities as necessary. Media (2) This position has 2 media Quarterly Award Winner 4Q 2015 Quarterly AwardWinner 4Q 2015 This media is an image Quarterly Award Winner 1Q 2016 Quarterly AwardWinner 1Q 2016 This media is an image Customer Service Manager Company NameXerox Dates EmployedMar 2014 – Mar 2015 Employment Duration1 yr 1 mo LocationGreater New York City Area § Responsible for supervising and directing customer service operations call center § Responsible for implementing existing policies and procedures for both ACS and the client § Identify processes that will efficiently improve the Call Center’s production § Responsible for overseeing local service center § Oversee the mail operations and ensure the replenishment of postage § Monitor manpower to ensure optimal staffing levels § Assigns tasks; schedule staff based on workload, approved vacation time, and collected performance statistics. § Reviews and updates staff on policies and procedures pertaining to Call Center § Responsible for Customer Service Representatives development and training in the Call Center. Providing feedback on work performance. Work with employee to correct any deficiencies observed. § Conduct a formal performance evaluation once per year and recommend promotions, merit raises for staff. § Evaluate and recommend qualified candidates from the pool of Service Center employees for promotion to Workleader. § Promote the company’s Open Door Policy and resolve Service Center staff’s issues or concerns or, as appropriate, make recommendations and referrals to other management to resolve the issue or concerns. Operations Manager Company NameGNC Dates EmployedJun 2006 – Dec 2014 Employment Duration8 yrs 7 mos LocationGuadalajara Area, Mexico • Generate revenue by coaching staff on effective prospecting and lead development strategies • Monitor employee productivity and optimize procedures to reduce costs. • Responsible for forecasting growth and business development based on specific data provided from the areas of operations, sales, customer development and new business. • Responsible of logistics and distribution with emphasis on positioning strategies for negotiation with suppliers, as well as, all topics in commercial, operational, financial and related expansion techniques that were involved in the stores I managed. • Responsible for hiring, training, and coaching staff for the retail teams in my stores and researching our ERP software for specific data on how to increase profitability in my region. Education Tecnológico de Monterrey Degree NameBachelor Field Of StudyMarketing Dates attended or expected graduation2001 – 2005 - Part of the soccer team of the school - Part of the arts team in school (theater, music) Tecnológico de Monterrey Degree NameMaster's degree Field Of StudyIT administration GradeMasters Dates attended or expected graduation2013 – 2016 Activities and Societies: - Part of the soccer team of the school - Part of the arts team in school (theater, music) - Part of the soccer team of the school - Part of the arts team in school (theater, music) ITESO Degree NameDiploma Field Of StudyBusiness; Management Dates attended or expected graduation2006 – 2006