Joe DeGuzman
Sacramento
Summary
Dynamic leader with proven expertise in workforce planning and process improvement, honed across roles at HealthSherpa and Apple. Excelled in policy enforcement and employee training, significantly enhancing operational efficiency. Skilled in call monitoring and adept at addressing escalated customer concerns, demonstrating exceptional problem-solving and team development abilities.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Customer Service Call Center Supervisor
HealthSherpa
12.2020 - Current
- Read, analyzed and interpreted complex procedures and regulations while drafting general correspondence to facilitate administrative processes.
- Answered multi-line phones and used active listening skills to assess client's issues and challenges.
- Maintained customer account information database by canceling and updating customer accounts.
- Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
Project Manager
Apple
01.2010 - 03.2017
- Identified plans and resources required to meet project goals and objectives.
- Sourced, vetted and managed vendors needed to accomplish project goals.
- Scheduled and facilitated meetings between project stakeholders to discuss deliverables, schedules and conflicts.
Systems Engineer
Apple Retail
01.2005 - 01.2010
- Optimized networked software and operating systems by applying updates and patches.
- Verified compliance with applicable performance metrics and compatibility expectations.
- Provided 2nd and 3rd level technical support and troubleshooting to internal and external clients.
Education
Bachelor of Science - Mechanical Engineering
Sacramento State
Sacramento, CA05-2003
Skills
- Workforce Planning
- Policy Enforcement
- Call Monitoring
- Employee training and orientation
- Escalated customer concerns
- Process Improvement
Certification
- Federally Facilitated Marketplace (FFM) certification
Timeline
Customer Service Call Center Supervisor
HealthSherpa
12.2020 - Current
Project Manager
Apple
01.2010 - 03.2017
Systems Engineer
Apple Retail
01.2005 - 01.2010
Bachelor of Science - Mechanical Engineering
Sacramento State
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