Roberto Medrano
Brampton,Canada
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
14
14
years of professional experience
Work History
Customer Service Manager
Now Prepay
05.2021 - 11.2024
- Manage and direct all aspects of omni channel customer service center operations
- Create and maintained KPIs and process to achieve goals and OKRs
- Manage Team Lead and Training and Development Specialist to ensure C.S Is prepared to provide best possible Customer Service
- Create CS QA process and standards to ensure best in class customer service that aligns with Company goals
- Analyze data and performance metrics to identify trends, areas for improvements and training needs for team and report back to key stake holders
- Create and maintain documentation for processes, procedures and training materials
- Create, Manage and Adhere to budget for Customer Service Department
- Assist in hiring for different positions within Customer Service
- Ensure employees remain engaged and motivated and assist in their professional development
- Handle escalated accounts/customers and help provide a solution that satisfies customer and business
- Conduct Quarterly meetings with Leadership to provide updates on KPIs, performance and OKRs
Customer Service Manager
Payment Source
05.2021 - 01.2024
- Manage and direct all aspects of omni channel customer service center operations
- Create and maintained KPIs and process to achieve goals and OKRs
- Manage Team Lead and Training and Development Specialist to ensure C.S
- Is prepared to provide best possible Customer Service
- Create CS QA process and standards to ensure best in class customer service that aligns with Company goals
- Analyze data and performance metrics to identify trends, areas for improvements and training needs for the team and report back to key stake holders
- Create and maintain documentation for processes, procedures and training materials
- Create, Manage and Adhere to budget for Customer Service Department
- Assist in hiring for different positions within Customer Service
- Ensure employees remain engaged and motivated and assist in their professional development
- Handle escalated accounts/customers and help provide a solution that satisfies customer and business
- Conduct Quarterly meetings with Leadership to provide updates on KPIs, performance and OKRs
Customer Service Supervisor
Provident Energy Management Inc
12.2020 - 05.2021
- Coach Agents towards KPIs currently in place
- Developed and implemented new KPIs for agents
- Developed Quality Scorecard and process
- Completed Weekly Quality evaluations for Agents along with coaching and feedback
- Assisted in choosing new Call Center Software
- Completed escalated calls as well as callbacks
- Manage Google Reviews
- Assist with Training of newly onboarded agents
Donor Care Relations Manager
Save the Children Canada
09.2019 - 02.2020
- Manage in house Donor Care Team
- Manage External Telemarketing Team
- Establish KPI for Donor Care team
- Track performance of Donor Care team
- Manage and direct all aspects of incoming call center operations
- Built rapport and trust quickly with clients and colleagues
- Worked with Vendors to ensure correct training and processes are being followed
- Conducted interviews for new hire training
Contact Center Manager
Just Energy
11.2017 - 09.2019
- Manage a team of 4 Team Managers who in turn managed a total of 70 CS Reps and ensured they were able to coach their teams to KPI: AHT, QA, Adherence to schedule, Attendance, NPS score, Sales, Productivity
- Manage and direct all aspects of incoming call center operations
- Developed new procedures to address individual attendance
- Built rapport and trust quickly with clients and colleagues
- Ensured that the call center is achieving maximum profitability and effectiveness
- Worked with Vendors to ensure correct training and processes are being followed
- Conducted interviews for new hire training and arranged training with Learning and Development
- Worked with my team in order to Drive up NPS as well as ENPS and promote a safe, fun, and productive work environment
- Implemented new strategies, products and policies while ensuring that we had buy in from agents
Interim Contact Center Manager
Just Energy
11.2017 - 09.2019
- Managed a team of 5 Team Managers who in turn managed a total of 70 CS Reps and ensured Managers and Agents could attain KPI Targets: AHT, QA, Adherence to schedule, Attendance, NPS score
- Managed and directed all aspects of incoming call center operations
- Developed new procedures and inducements to address individual attendance
- Built rapport and trust quickly with clients and colleagues
- Ensured that the call center is achieving maximum profitability and effectiveness
- Worked with Vendors to ensure correct training and processes are being followed
- Conducted interviews for new hire training and arranged training with Learning and Development
- Worked with my team in order to Drive up NPS as well as ENPS and promote a safe, fun, and productive work environment
- Implemented new strategies, products and policies while ensuring that we had buy in from agents
Team Manager
Just Energy
04.2016 - 12.2016
- Managed a team of 10-15 people and ensure they met Quality and AHT requirements
- Was part of BPI team to help develop and implement improvement strategies to help business as well as agents
- Did daily coaching with agents to help them succeed in their current position as well as grow professionally
- Assisted the floor with questions and support
- Handled escalated accounts and customers to ensure customers received best customer service possible
- Created succession planning with agents
Reporting Analyst Backup
Just Energy
12.2015 - 04.2016
- Assist in creating the following reports: Flight logs, Incentive reports, commissions payout reports, KPI reports
Resolution Management Specialist
Just Energy
10.2014 - 04.2016
- Work and address all aspects of complaints from the Public Utility Commission and Better Business Bureau
- Listen to all calls for escalated accounts to determine if complaint is valid
- Contact customer directly once investigation is complete, and provide resolution to satisfy customer needs
- Pull QA investigation report and delegate to peers for resolution
- Investigate customer accounts to ensure enrolments are completed correctly and ethically for problem resolution
- Upload customer faxes to accounts
- Provide coaching opportunities for all markets and coaching report
- Assist with customer calls when call volume is high
- Coach Representatives when errors are made - applying customized coaching techniques
- Respond to and resolve supervisory escalations as needed
- Provide feedback on agent performance to managers
- Assist floor where needed
Subject Matter Expert
Just Energy
10.2013 - 10.2014
- Assist all agents with escalated/management calls for all markets; Texas, Georgia, Fulcrum, California
- Selected to support management with ad hoc assignments and tasks as well as customer call backs
- Answered CSR questions/concerns with calls/accounts
- Reported on coaching opportunities
- Provided feedback for improvement upon request regarding training/ICU/agents/processes
- Maintained positive and professional communication at all levels from agents to managers & executives
Customer Service Representative
Just Energy
04.2013 - 10.2014
- Handled sensitive/confidential information for credit bureau checks
- Took inbound calls and assisted customers with billing and general inquiries for 4 markets; Texas, Fulcrum, Georgia, California
- Ensured all handled calls met Quality Assurance standards
- Met and exceeded all performance indicators including Quality Assurance, Average Handle Time, Compliance, Attendance, Sales, First Call Resolution, After Call Work, and Average Talk Time
- Won top sales agent for July of 2013
Vendor Management Quality Assurance
Just Energy
04.2011 - 04.2013
- Pulled calls from central database
- Listened to calls to ensure quality standards are met
- Entered data into Excel Spreadsheet with QA scores
- Provided coaching opportunities for CSRs
- Identified trends and report them to vendors via coaching report
Education
High School Diploma -
Notre Dame Senior Secondary School
01.2010
Skills
- Support Management
- Support Services Management
- Service Operations
- Training and mentoring
- Staffing coordination
- Metric tracking
- Complaint resolution
- Staff training
- Training and coaching
- Team building and leadership
- One call resolution
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Customer Service Manager
Now Prepay
05.2021 - 11.2024
Customer Service Manager
Payment Source
05.2021 - 01.2024
Customer Service Supervisor
Provident Energy Management Inc
12.2020 - 05.2021
Donor Care Relations Manager
Save the Children Canada
09.2019 - 02.2020
Contact Center Manager
Just Energy
11.2017 - 09.2019
Interim Contact Center Manager
Just Energy
11.2017 - 09.2019
Team Manager
Just Energy
04.2016 - 12.2016
Reporting Analyst Backup
Just Energy
12.2015 - 04.2016
Resolution Management Specialist
Just Energy
10.2014 - 04.2016
Subject Matter Expert
Just Energy
10.2013 - 10.2014
Customer Service Representative
Just Energy
04.2013 - 10.2014
Vendor Management Quality Assurance
Just Energy
04.2011 - 04.2013
High School Diploma -
Notre Dame Senior Secondary School
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