Brian Reyes
Chula Vista
Summary
To seek and maintain a full-time supervisory and/or management position that offers professional challenges and growth utilizing interpersonal skills, excellent time management and problem-solving skills. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet individual and team goals.
Overview
11
11
years of professional experience
Work History
Customer Service Call Center Supervisor
Energy Choice California An Answernet Company
01.2022 - Current
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags
- Trained and supervised team of customer service representatives in providing quality service to customers
- Responded to customer requests, offering excellent support and tailored recommendations to address needs
- Managed escalations effectively, resolving complex issues quickly while maintaining high levels of professionalism and empathy towards customers
- Conducted regular performance evaluations for team members, offering constructive feedback for continuous improvement in their roles.
Office Assistant
Law Offices Of Michael A. Hernandez
05.2021 - 01.2022
- Executed record filing system to improve document organization and management
- Developed correspondence letters, memos and emails
- Verified accuracy of business records by consistently updating customer information
- Handled client correspondence and tracked records to foster office efficiency.
Lead Driver
Lyft - Blue Crew & KNA Solutions
12.2018 - 05.2021
- Coordinated with Lyft OL's and drivers to facilitate execution of scooter deployment and retrieval in an efficient manner
- Assisted in training new drivers and educating them on the company's goals and policies
- Maintained a high level of production when in the field or at the warehouse with varying projects
- Addressed driver communications and provided required data to drivers.
Senior Outreach Specialist
Global Enrollment Group
03.2017 - 12.2018
- Received inbound calls from interested prospects, provided education on debt relief services and processed enrollment
- Built customer loyalty by placing follow-up calls for customers who reported service issues
- Maintained above average goals each month of above a 10% closing ratio
- Facilitated information flow between clients and our service provider, quality assurance, training and payroll departments to guarantee call center objectives were met.
Fumigation Specialist
Terminix
05.2016 - 03.2017
- Assisted in a team effort in administering large tents on residential and commercial buildings to fumigate for pest control
- Followed all company policies and procedures to deliver quality work.
Call Center Supervisor
Gateway Marketing
08.2013 - 05.2016
- Led a team of 16 representatives in performing outbound calls to create live transfers for clients in campaigns ranging from mortgage refinancing, tax debt resolution and debt relief programs
- Conducted interviews and provided training for new hires
- Issued payroll checks and bonuses
- Assisted with development of the call center's operations, quality and training processes
- Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques.
Education
Google Career Certificate IT Support -
Coursera
01.2022
High School Diploma -
Youth Opportunities Unlimited
06.2001
Skills
- Self-motivated
- Flexible & Adaptable
- Policy and procedure adherence
- Troubleshooting skills
- Critical thinking
- Multitasking abilities
- Training & Development
Timeline
Customer Service Call Center Supervisor
Energy Choice California An Answernet Company
01.2022 - Current
Office Assistant
Law Offices Of Michael A. Hernandez
05.2021 - 01.2022
Lead Driver
Lyft - Blue Crew & KNA Solutions
12.2018 - 05.2021
Senior Outreach Specialist
Global Enrollment Group
03.2017 - 12.2018
Fumigation Specialist
Terminix
05.2016 - 03.2017
Call Center Supervisor
Gateway Marketing
08.2013 - 05.2016
Google Career Certificate IT Support -
Coursera
High School Diploma -
Youth Opportunities Unlimited
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