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Work Background
Altice USASenior Sales Operations Analyst
May. 2022Plano, Texas, United StatesDeveloped Realtor and Point of Lease commission processing systems.
Implemented Quality Control Call Quality Scoring records system.
Designed Indirect Sales Channel sales metrics reports and employee incentive scorecard systems.
Established automated report distribution system for vendors and partners.
Managed Microsoft SharePoint within the company's intranet system.
Created lead distribution system for manual leads.
Conducted periodic call quality standard reviews.
Dell TechnologiesField Service Engineer
Jun. 2020 - May. 2022San Antonio, Texas, United StatesDelivered warranty repair services, including part and system exchanges.
Spearheaded process improvements, implementations, and training initiatives.
Oversaw inventory control and audits.
Designed, implemented, and reported on operational databases.
HCL TechnologiesSpecialist
Jul. 2019 - Jun. 2020San Antonio, TexasCreated database applications to enhance manufacturer warranty replacements and equipment returns.
Managed virtual employee hardware upgrade project, dispatching over 4,000 equipment sets.
Developed comprehensive reporting products for warranty replacement requests.
HCL TechnologiesSenior Analyst
Jul. 2017 - Jul. 2019San Antonio, Texas Area
Insight GlobalTechnical Support Representative
Aug. 2016 - Jul. 2017San Antonio, TexasTransitioned to virtual employee after 6 months.
Achieved the highest number of chat tickets generated in Q4 2016.
Excelled in quality assurance scores and temporary workforce management roles.
Mueller ReportsInsurance Inspector
May. 2015 - Mar. 2016San Antonio, TexasProduced on-time reports including property photographs, site observations, and diagrams using smartphone apps.
Mutual of OmahaInsurance Agent
Aug. 2014 - Sep. 2015Corpus Christi, TexasManaged a geographical territory covering Corpus Christi, Cuero, Yoakum, and Halletsville, Texas.
SprintTechnical Consultant
Jun. 2013 - Jul. 2014Corpus Christi, Texas AreaRepaired mobile phones and created a database to efficiently track inventory loss.
Time Warner CableTexas Region Supervisor
Dec. 2008 - May. 2013Corpus Christi, Texas AreaDeveloped and implemented regional call quality standards and commission processing systems.
Trained approximately 100 call center staff and managed lead handling processes.
Time Warner CableSouthwest Division Administrator
Oct. 2006 - Dec. 2008Corpus Christi, Texas
Time Warner CableCustomer Service Representative
May. 2006 - Oct. 2006Corpus Christi, TexasAchieved excellent customer service and satisfaction scores.
APAC Customer ServiceCustomer Service Representative
Mar. 2005 - Mar. 2006Corpus Christi, Texas• Good customer service and call quality scores during tenure.
• Provided customer service ex perience to multiple national markets.
First Data CorporationEscalation Team Member
Aug. 2000 - Mar. 2005Corpus Christi, Texas• Excellent customer satisfaction scores.
• Provided training to other representatives to maintain excellent unit wide customer satisfaction scores and results.
First Data CorporationCustomer Service Representative
Jun. 2000 - Aug. 2000Corpus Christi, Texas• Provided consistent, quality customer satisfaction during multiple shifts in a 24 hour period.
Blue MarketingWeb Designer
Jun. 1999 - Jun. 2000Crawfordsville, Indiana• Designed websites and provided graphic design services for business clients along with administration of web and email server system.
Wabash CollegeCampus Tour Guide
Oct. 1998 - May. 1999Crawfordsville, Indiana• Conducted campus tours of Wabash College for prospective students and their families. • Provided office support to Admissions Director or Admissions office staff.
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