MERCHANT SERVICES ADVOCATE Summary Management Experience Desire Work Best Skilled Management Professional eager contribute expertise, strong personnel development skills, communication talents toward actively supporting organization maximizing performance. Highlights Client relations specialist Team management Focused customer satisfaction Training development Deadline-oriented Customer Relationship Management software (CRM) High customer service standards Employee relations specialist Call center management experience Strong problem solving ability Customer service management expertise Accomplishments Exceeded corporate target customer satisfaction 4 months row. Experience 07/2013 Current Merchant Services Advocate Company Name － City State Solves challenging member situations creatively efficiently maintaining LivingSocial brand promise surprising delighting utilizing strong listening skills, empathy probing techniques identify reason(s) disconnect overcome objections. Builds strengthens relationships merchants providing exceptional merchant experience ensure quality experiences. Manages logistics promotions directly merchant via phone email. Quickly responds resolve merchant questions/issues. Keeps records merchant interactions transactions, recording details inquiries, complaints, comments, well actions taken. Problem solving utilizing internal teams solve complex issues. Communicates effectively across internal channels provide effective solutions. 11/2013 03/2014 Mobile Sales Consultant (Seasonal) Company Name － City State Provided personalized service exceptional expertise customers. Handled aspects sale including: customer contracts warranties, customer payments, cash credit card/check transactions. Developed, maintained communicated strong, up-to-date knowledge wireless products, accessories, pricing plans service features. 07/2012 07/2013 Operations Supervisor/T-Mobile Gen Care Company Name － City State Maintained client satisfaction. Oversaw agents meeting required metrics (KPI's). Coached agents help grow succeed goals set forth (Coach behaviors). Implemented new changes ensure everyone board new changes, address concerns took place. Set career paths mentored individuals seeking move company. Scheduled meetings interviews also interviewed individuals interest new positions (Hiring Manager). Assisted training individuals learn skills necessary client/ LOB. Organized training groups well facilitated them. Quality Assured calls ensure company policies meet. 08/2011 07/2012 Operations Team Lead/AT&T Consumer Mobility Company Name － City State Effectively oversaw agent personal payroll processing, attendance, etc. Efficiently trained new employees company policy procedure. Consistently ensured delivery quality customer service vital sustaining growing client base. Sent EOD report Operations teams included hourly interval report information pertained day. Calibrated every week contact centers client review QA. Looked intervals ensure Service Level, Forecast Percentage, Abandon Rate, calls answered clients expectations. Communicated Operation Management Centers go questions concerns day. Held meetings Operations Manager also client Webex phone review results. Coached agents daily basis performance (Quality Assurance, Adherence, Sales conversion rate, etc.) Successfully steered home goods sales operations generate high volume growth revenue. 05/2009 07/2011 Assistant Supervisor Company Name － City State Maintained contact kitchen staff, management, serving staff, customers ensure dining details handled properly customers' concerns addressed. Speak patrons ensure satisfaction food service, respond complaints, make conversation. Assigned patrons tables suitable needs according rotation servers receive appropriate number seatings. Checked customers ensure enjoying meals take action correct problems. Presented menus patrons answer questions menu items, making recommendations upon request. Inspected dining serving areas ensure cleanliness proper setup. Education 2015 Certificate Systems Administration/Networks Pima Community College － City State USA Pima Community College Certificate, Systems Administration/Networks, 2015 Present Grade: A GPA: 3.8 Languages English (Native bilingual proficiency) Spanish (Native bilingual proficiency) Skills Operations Management Team Leadership Customer Experience Training