Robert Perez Email & Phone Number

San Antonio, Texas Area

Provide direct individual and team leadership to achieve success in an entrepreneurial environment. Responsible for counseling of staff to address performance and conduct issues as necessary. Manage faculty recruitment process and promotion and tenure functions. Promote an atmosphere of team-building and respect. Improve staffing efficiency through stream-lined processes. Responsible for ensuring administrative operations are running effectively. Responsible for submitting payroll data timely and accurately. Maintains a high level of confidentiality in regards to patient. Ability to work productively and effectively when faced with stressful situations, including maintaining effective interactions with others under stressful working condition. Ability to use common computer applications, web based systems and Microsoft Office products. Excellent telephone etiquette and professionalism. Urgency and resourcefulness in responding to customer needs

San Antonio, Texas Area

Achieve financial performance and revenue growth goals while supporting our culture and mission. Provide direct individual and team leadership to achieve success in an entrepreneurial environment. Responsible for counseling of staff to address performance and conduct issues as necessary. Manage faculty recruitment process and promotion and tenure functions. Promote an atmosphere of team-building and respect. Improve staffing efficiency through stream-lined processes. Responsible for ensuring administrative operations are running effectively. Responsible for submitting payroll data timely and accurately. Maintains a high level of confidentiality in regards to branch level financials, employees, and salaries. Ability to work productively and effectively when faced with stressful situations, including maintaining effective interactions with others under stressful working condition. Ability to use common computer applications, web based systems and Microsoft Office products. Excellent telephone etiquette and professionalism. Urgency and resourcefulness in responding to customer needs. Appropriate business judgment in determining customer concessions Ability to handle multiple tasks in a fast paced environment, solve problems and follow directions.

San Antonio, Texas Area

Lead advisors in development of organizational vision, strategies, goals and objectives for customer support and service. Monitor calls, coach, mentor, counsel and evaluate performance to ensure we are delivering the highest level of customer service. Adhere to all policies, procedures and service level commitments set forth by vendor. Motivate and guide team, escalate operational issues to senior management, administering corrective action where inadequate performance is not corrected, ensure handle time, adherence and attendance is maintained. Review customer survey feedback and deliver the message to advisor for future success on call handling. Conduct team meetings and one on ones, end of year reviews, review and maintain all reporting goals and metrics.

Managed a sizeable staff in Human Resource benefitsCoach and develop human resource customer service associates, promote effective customer service techniques to expedite solutions to customer benefits issues. Maintain attendance and scheduled work adherence to exceed department goals.

Managed 20 Customer Care Associates and 4 Executive Relations ManagersResponsible for selecting, hiring, training and development of customer service employees. Managed adherence to all customer service policies and procedures. Established and promoted effective customer service techniques to expedite solutions to customer complaints in compliance with company policy. Maintain and create work schedules for department employees to meet internal and external service levels and customer needs. Developed, grew, and maintained employee experience, capability, morale, and job satisfaction. Administered quarterly and annual year end performance evaluations. Met or exceeded departmental service level expectations, performed quality assurance monitoring and provided coaching and development to promote a positive customer experience.

Managed 20 employees in a call center environment; Coached and developed customer service associates, interviewed, hired and partnered with recruiter to make job offers, maintain reports to ensure shrinkage metrics are exceeded and all policy and procedures are adhered to, conducted monthly and weekly team meetings, administered quarterly and year end performance appraisals, determined salary increases based on the year end evaluations, assigned and scheduled training courses for future development of team. Investigated and resolved customer complaints. Provided coaching and constructive feed-back to assist in reducing the Average Handle Talk Time (AHTT) so that call efficiency and call control were successfully maintained. Identified behaviors of associates that will assist in reducing the AHTT which insured efficiency, reduction of time on the phone and system navigation. Monitored Avaya CMS and IEX to ensure service levels were met and adequate phone coverage met.

Resolved customer complaints, managed office operations and produced correspondence between customer and implementation teams, assisted sales department with establishing service and client base, conducting site-readiness calls with customer to ensure all customer obligations have been met and that no additional changes were required prior to installation, monitored and tracked delivery of equipment and install dates with vendors and other Telecom Companies.

Supervised 30 associates in a fast-paced order entry and provisioning production environment to ensure sales customer due dates and sales commissions were met.Responsible for supervising multiple job functions, as well as over-seeing the daily cares of operation production and reports. Key component in recruiting, interviewing and salary negotiation. Prepared quarterly and annual performance appraisal evaluations, maintained and tracked employee personnel records on attendances, vacation and paid sick time off(approve or decline) and FMLA. Scheduled training, reviewed and managed productivity reports in order to exceed departmental and company set goals, processed all billing and order escalations, coordinated work-load assignment, motivated employees and conducted weekly and monthly team meetings, interpreted and implemented company policies and developed operating procedures to facilitate departmental goals. Coached and developed associates on processes and procedures for all new products, performed system updates and customer installation to achieve significant production work-flow and exceed production levels.

Certification, Ms Excel And Access

Education record