Juan Garza Email & Phone Number

Harlingen, Texas

Customer Support Supervisor for Dish Network. Supervisor and Mentor for new hires with in the Apprentice Pod Group. Assist and develops new hires to become production floor ready. Assist with Dish Network and Sling training.

Responsible for identifying and resolving potential work quality issues to resolve customer satisfactionEnsures adherence to quality assurance guidelines to ensure 100% customer/client satisfactionAssist efforts to educate. Csr on the latest products and applications to achieve high quality serviceResponsible for monitoring and reporting to the management team any safety or performance issues regarding all customer service interactions.

Supervisor at Dish Network, leading and mentoring a team of Certified Advance Tech Representatives, while achieving goals in all KPIs

Led and mentored a team to reach the goals set forth by our Clients to ensure 100 percent Issue Resolution and compliance on all other metrics.Audited and recovered time card reports to verify correct processing is completed in a timely manner.Earned Key Contributor marks on all formal evaluations in Quality, Credit accuracy, phone metrics and sales quotas.Assisted with implementation of New Hire Orientations/Trainings and development of Quality assurance programs

Developed a team of individuals to meet Company and Division Goals for Quality of service as well as Attendance and Retention GoalsAssisted with training and mentoring to new Team Leaders to provide them with a greater understanding of Company goals.Generated time card reports, while ensuring correct payroll information is provided to correctly have payroll done.Was awarded the POWERED BY PEOPLE Team Leader award for 2008.Supported with training of new hires and with the transitional time of new hires from training to production with no agent attrition during my time with them.