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Guillermo Marquez is a Program Supervisor at AZ Elite T's. He possess expertise in customer service, training, call centers, management, spanish and 25 more skills. He is proficient in Spanish.
Az Elite T'S
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Small Business OwnerAz Elite T'S Apr 2022 - PresentTucson, Arizona, United States
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Program SupervisorPimacare At Home Aug 2018 - Nov 2023Tucson, Arizona, United StatesSupervise and coach direct care workers (DCWs). Manage daily operation of homecare services agency. Perform quarterly, annual and PRN service reviews with clients, and DCWs. Train direct care workers in accordance to Arizona State mandated Direct Care Worker Training level 1 and level 2. Establish, develop, and maintain a positive working relationship with veterans participating in Veteran Independence Plus Program of Southern Arizona. Assist veterans in developing care plans, financial spending plan/budget. Help veterans by assessing, identifying, coordinating, and monitoring services on an ongoing basis. -
Interpreter SupervisorCyracom Language Solutions Apr 2010 - Aug 2018Tucson, Arizona Area4/10 – Present: CyraCom: Position: TAC Interpreter Supervisor. Duties: Supervise, coach and motivate 20 – 30 interpreters. Train new supervisors, and assist with ramp up of Phoenix contact center and Houston contact center. Manage group and direct report KPIs; such as, attendance, shrink, quality monitoring results, and schedule adherence in accordance with company scorecard objectives. Ensure accurate payroll processing and reporting. Train new interpreters in conjunction with training department. Conduct performance reviews of direct reports. -
Customer Service SupervisorCiti Feb 2007 - Oct 2009Tucson, Arizona Area08/08 - 10/09: CitiMortgage. Position: Bilingual Customer Service Supervisor. Duties: Supervise, and motivate CitiMortgage customer service agents to perform to the best of their ability. Manage group and direct report KPIs; such as, FCR, ASA, ACW, Service levels, ATT, Sales offer rates, and sales conversion rates in accordance to company scorecard. Maintained positive client relationships by responding to client service complaints and creating and implementing performance improvement plans. Conduct performance reviews of direct reports.02/07 - 08/08: Citibank N.A. Position: Bilingual Financial Associate Supervisor. Duties: Manage specialized group of retirement financial associates, and escalation representatives. Managed KPIs such as first contact resolution, AHT, ASA, ACW, ATT, service levels, and Sales related metrics. Trained and developed staff to perform as subject matter expert coaches (SMEAS). Developed client relationships by responding to client service complaints, and creating /implementing performance improvement plans. Conduct bi-annual performance reviews for direct reports. -
Bilingual Customer Service SupervisorTeletech Jun 2004 - Jan 2007Tucson, Arizona AreaSupervised approximately 40 UPS customer service agents. Managed team key performance indicators; such as, average handle time, average after call work and other call center industry metrics. Oversaw half of the Supervising staff in the department while acting as interim operations assistant manager for 4 months from 11/06 to 02/07. Position: Mentoring Supervisor: Duties: I assisted in the developing of new hire agents by training and coaching new agents in conjunction with training department. Supervised coaches and trainees during “mentoring” phase of new-hire training.
Guillermo Marquez Skills
Guillermo Marquez Education Details
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Business Administration And Management, General -
Sunnyside High School
Frequently Asked Questions about Guillermo Marquez
What company does Guillermo Marquez work for?
Guillermo Marquez works for Az Elite T's
What is Guillermo Marquez's role at the current company?
Guillermo Marquez's current role is Program Supervisor.
What is Guillermo Marquez's email address?
Guillermo Marquez's email address is gu****@****ome.com
What is Guillermo Marquez's direct phone number?
Guillermo Marquez's direct phone number is +152074*****
What schools did Guillermo Marquez attend?
Guillermo Marquez attended Pima Community College, Sunnyside High School.
What skills is Guillermo Marquez known for?
Guillermo Marquez has skills like Customer Service, Training, Call Centers, Management, Spanish, Leadership, Team Building, Translation, Crm, Coaching, Project Management, Customer Experience.
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Guillermo Marquez
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