Category: ADVOCATE

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