Jesse Rafael Machuca Email & Phone Number

Rancho Mirage, California, United States

• Perform start and close of day functions for retail store. • Create biweekly schedules for ambassadors and operations managers.• Approve/decline time off requests based on coverage and time off availability. • Create a daily break and lunch schedule for ambassadors and management. • Manage profit goals against budget and ensure costs do not exceed budget allotments. • Handle and resolve customer complaints in a timely manner. • Coach ambassadors and management to daily KPI expectations. • Coach and document areas of opportunity to ensure standard operating procedure adherence. • Complete cash variances to prevent financial loss for customers and the organization. • Manage inventory and complete inventory counts to manage losses.• Perform safe counts and order change to ensure accuracy and cash availability. • Lead daily huddle ensuring all team members are aware of the daily sales goal and expectations.• Interview both ambassadors and managers and perform onboarding.

San Bernardino, California, United States

Enthusiastic polyglot individual with 8 years collections experience in mortgage and auto finance, with the ability to effectively develop and coach to performance in a fast paced environment. Exhibit excellent verbal and written communication skills both internally and externally while analyzing reports for accuracy and communicating areas of opportunity to ensure compliance and guidelines are met. Audit for agent risk and workflow to ensure optimal performance as well as mitigate regulatory/compliance risk.

San Bernardino, California

Worked as a Team Lead for collections and eventually Bankruptcy and Foreclosure. Assisted team members with escalated issues as well as provide coaching and training. Acted as supervisor in the absence of my supervisor. Reviewed and approved timecards.

San Bernardino, California

Corona, California, United States

• Manage a team of customer service representatives.• Review calls for quality and exceptional customer experience. • Manage break/lunch schedules, ensuring break labor laws are adhered to.• Handle escalated customer inquiries, providing satisfactory outcomes. • Daily coach to call handling and customer satisfaction. • Subject matter expert, assisting with handling customer calls.• Sent reporting to management with detailed descriptions of performance opportunities.

Assisted department trainer with curriculum for training. Assisted in training by being a member of the pilot team: training new employees and hybrid representatives. Provided continued support to team members and answer any questions they may have. Answered calls for prospective students and routed them to the proper school for enrollment.Worked overtime to help department meet high school lead deadline. Offered suggestions to management and trainer to better the quality of our calls. Received Quality All Star recognition for superior customer quality.

I was the first representative to work lease accounts.I trained customer service and collections employees on the Lease program. I was a member of the Impact Committee (Morale Committee).I devised and implemented the wall of fame, as recognition for performance is important to me. I Attained collector of the month for four months my first year employed. I was a member of Call Management (QA). I assisted the funding department review credit reports, due to an influx of credit applications. I assisted until completion two months later, while still maintaining my own job functions. Funding exceeded all quotas that quarter.I handled all French and Italian accounts. I was a member of the Spanish Language queue. I was responsible for updating and translating each new English script change into Spanish.  I worked overtime two hours a day, six days a week to help meet year-end goals.

 I was acting supervisor for four months. I approved time sheets, monitored quality assurance, printed and distributed daily statistics through the Mosaix Dialer System, and coached employees on quality. I managed a team of thirteen members.  I was assigned to floor support after three months of employment.  I was one of four members of the Supervisor Escalation Team (SET).  Was employee of the month the third and fourth months of employment.  I assisted in moving the financial services department from Rancho Cordova, CA to Folsom, CA. I tested calls and the way they routed into the new call center. As a result, the first day online was a success.

Bachelor Of Arts (B.A.), English Language And Literature, General

2009, General Education, Sociology