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JOSE M.

ROMERO
153 A Fay Road, Framingham, Massachusetts 01702
508.361.1779
Jromero.12@gmail.com

--CUSTOMER SERVICE SUPERVISOR/MANAGER--

PROFILE OVERVIEW
Accomplished, talented, and insightful professional offering proven capacity to
manage substantial projects within fast-paced environment, coupled with impressi
ve record of achievements within all facets of customer service management, and
merger integration across diverse industries. Assess and address client needs an
d implement cost-effective solutions to provide high quality of service and sati
sfaction. Proactive and dynamic individual with strong commitment to excellence;
known for solid organizational and leadership adeptness. Possess profound knowl
edge in marketing, customer relations, staffing, training, and quality managemen
t with solid business acumen, strong work ethic, and interpersonal skills. Bilin
gual in Spanish and English. Proficient in SAP, Citrix, Avaya, Oracle, PeopleSof
t, Kronos ADP (Etime), Actuate (reporting system), Reflections, CMS (call tracki
ng system), Issuetrak (technical issue tracking system), Mercom/Verint (call rec
ording system), Soundbite, IEX (coordinated scheduling applications) RightFax, S
alesLogix (account management software), Intrado, and Cisco WebEx.

CORE COMPETENCIES
- Leadership and Team Building
- Performance and Market Optimization
- Organizational Needs Assessment
- Project Coordination/Management
- Employee Relations
- Strategic Planning
- Cost Containment
- Customer Service Development
- Total Quality Management

PROFESSIONAL EXPERIENCE

PHILIPS LIFELINE, FRAMINGHAM, MA


CUSTOMER SERVICE TEAM LEADER ~ JAN 2009-PRESENT
- Render proficient assistance in the overall supervision, coaching, and p
erformance development of 12 senior customer service representatives
- Formulate and implement new strategic plans for existing and future repr
esentatives in order to facilitate in executing departmental and staff performan
ce enhancement
- Proactively partake in various company meetings regarding specific modif
ications to the organization and new product offerings; as well as dynamically e
nforce new regulations and procedures established by the upper management
- Utilize tactical planning and solid problem-solving skills in resolving
all supervisor related concerns brought to the Customer Service department
- Provide primary support in all staffing needs; coordinated scheduling ap
plications (IEX), call management software (Avaya CMS), and call recording softw
are (Mercom/Verint)
- Create and conduct regular web-based trainings for multiple Lifeline's b
usiness partners across the United States
SERVICE TRANSITION SPECIALIST, Post Merger Integration ~ MAY 2007-JAN 2009
- Served as key contributor in the strategic conversion of more than 30% (
500 total providers) of all Health Watch Inc.
- Provided direct oversight in the completion of numerous of the Post Merg
er Integration of Health Watch Inc. project milestones through acting as the pro
cedural specialist and trainer for three new staff and providing onsite training
in converting business partners
- Earned multiple recognition as the Customer Advocate of the month in Feb
ruary and July 2008, June and August 2009, and 1st Quarter of 2010
- Accredited as the Personal Response Associate of the Quarter; 3 times in
2005 and 2006
SENIOR CUSTOMER SERVICE REPRESENTATIVE ~ FEBRUARY 2005-MAY 2007
- Successfully rendered reliable assistance to territory and account manag
ers; acknowledged as the Customer Advocate of the Month in May 2007

EDUCATION & TRAINING


BACHELOR OF SCIENCE IN BUSINESS MANAGEMENT: 2009
Becker College ~ Southborough, MA
Cumulative GPA of 3.8
ASSOCIATE OF ARTS IN LIBERAL ARTS, with Emphasis in Business: 2005
Massachusetts Bay Community College ~ Framingham, MA
Cumulative GPA of 3.8
How to Coach by Philips Lifeline ~ July 2008

COMMUNITY INVOLVEMENT
- Took charge in directing and counseling a local Youth Development group
for one year; provided support in designing a key initiative intended to enhance
an interactive website for the youth within the Metrowest/Framingham area

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