Raymond Holguin Resume.PDF
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Raymond Holguin has over 15 years of experience in customer service management. He specializes in customer satisfaction, team management, and productivity. As a Customer Service Supervisor, he effectively motivates associates through guidance, coaching, and development. He has a track record of quickly and efficiently resolving a wide variety of customer service issues.
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Erik Scheiber resume Nov 2016-3Erik Scheiber
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Erik Scheiber is an experienced operations leader with over 15 years of experience managing large retail operations across numerous locations. He has a proven track record of exceeding revenue and cost savings targets through process improvements and strategic planning. As a collaborative problem solver, Erik identifies root causes of issues and translates complex processes into clear action plans. His previous roles include Field Market Manager for Sears Home Improvement, where he grew a new market from $0 to $120k in revenue in 5 months, and District Manager for Apollo Retail Specialist, where he successfully managed over 400 customer accounts. Erik holds a high school diploma and has completed various professional development courses focused on leadership, management, and business skills.Raymond Holguin Resume.PDF
- 1. Raymond Holguin Summary Customer Service Supervisor who specializes in quality service, customer retention, productivity and team management. Effectively motivates associates through continual guidance, direction, development and coaching with a track record of managing a wide variety of customer service issues quickly and efficiently. Highlights Talent development Training and development Client relations specialist Conflict resolution techniques Team management Focused on customer satisfaction Deadline-oriented Telecommunications knowledge Experience Universal Supervisor March 2001 to July 2015 Dish - Phoenix, TX From November 2010 to July 2015, promoted to Coach Monitored the daily activities of 3-4 customer support teams Developed, implemented and monitored programs to maximize customer satisfaction and manage on-site customer service representatives. Owned team productivity metrics. Improved service quality and increased sales by developing a strong knowledge of company's products and services. Interviewed, hired and trained new quality customer service representatives. Provided detailed monthly departmental reports and updates to senior management. Addressed negative customer feedback immediately. Effectively communicated with team members to maintain clearly defined expectations. Collected, monitored and evaluated customer service surveys to maintain and develop agent's performance. Resolved customer questions, issues and complaints. Developed and implemented policies, procedures and process improvement initiatives to improve retention rates and increase customer satisfaction. Developed rapport with the customer base by handling difficult issues with professionalism. Communicated effectively with internal staff and external customers. Completed special projects and/or other tasks as assigned or volunteered for. Prepared, developed and promoted 35 agents within a two year span. Participated in a variety of internal committees to improve employee moral and community engagement. Completed payroll for agents, ensuring that the correct hours were logged and any exception was completed. From November 2009 to November 2010, promoted to Team Lead Real time driving of center performance metrics New Hire training and development Individual attention to low performing agents From March 2001 to November 2009, answered inbound calls while overseeing performance metrics. Assisted customer with technical, billing, and programming needs. Upsold on applicable calls Resolved customer issues effectively while meeting the company's expectation of talk time for the skill of call being taken Media and Customer Service Desk August 1999 to January 2001 12985 Hueco Cave Dr, El Paso TX 79938 Cell: 9154970055 - holgray@ymail.com
- 2. Best Buy - Phoenix, AZ Assisted customers with electronic and entertainment inquiries. Resolved escalated customer issues. Managed merchandise inventory. Tracked shipments to provide customers with information regarding their goods. Education Associate of Applied Science : Information Technology, 2000 High Tech Institute - Phoenix, AZ, USA Languages Bilingual Spanish/English