1. VICTOR S. MERCED-FELIX
4003 VANETTE LN DALLAS, TX 75216 MERCEDVICTOR@YAHOO.COM HOME PHONE 469-317-7760 CELL PHONE 787-902-7868
OBJECTIVE
To obtain a management position (Team Lead, Supervisor or Manager) in
which I can use my analytical and organizational skills and professional
experience, in a challenging and productive environment, to achieve the
company’s goals as well as my own.
DEXTERITY
Computer literate (Windows Office, Small Business, Internet, Meridian to
monitoring calls, Cute Live Support for chat monitoring, Use of Outlook to
direct traffic emails to corresponding department or representatives, etc.).
Bilingual, Federal Government Clearance
Knowledge with Avaya Phone system, Cute Live Support for chat, Route
Manager, CSR Manager, AS400, Meridian system for Call Center.
EXPERIENCE
VICTOR S MERCED
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09/13 to Present TMX Finance Carrollton, TX
Call Center Manager
 Manage the Call Center operations to ensure that sales transactions,
customer payments and collection activities are properly performed
in accordance with the Company’s operations procedures and all
applicable laws
 Increased company profitability through customer relationship
development, community involvement, employee training.
 Coach, lead and develop all team members to maximize their
performance potential.
 Direct, prioritize, delegate and supervise the work of all the Call
Center employees
 Determine and/or approve loan values based off of a
comprehensive vehicle appraisal
 Interview and hire qualified candidates for position openings as well
as train and retain current staff on company policies and operational
procedures
 Prepare and analyze daily, monthly and other company reports and
communicate information necessary to various levels of
management
02/13 to 09/13 Frontier Telecommunications Allen, TX
Call Center Manager-Internet Help Desk/Technical Support
 Planning, organizing, directing, and controlling the activities of the
Internet Help Desk/Technical Support Call Center.
 Lead, manage, and oversee the operations of the Call Center,
responsible for customer care, sales, and profit and loss targets for
the site.
 Develop strategies and tactics to ensure the Center reaches

2. VICTOR S MERCED
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objectives.
 Develop call center/customer care policies and procedures that
maximize productivity and profitability.
 Establish and ensure attainment of goals for customer satisfaction
ratings, call center staff productivity, order & troubleshooting
accuracy, and sales conversion rates.
 Create and execute effective staffing model to meet stringent service
level requirements. Provide timely feedback to Marketing on
products
02/11 To 02/13 Community Waste Disposal Dallas, TX
Call Center Manager & Dispatch Manager
 Change the abandoned calls from 9 % to less than 3 % in the first
month.
 Supervised 29 employees directly and 152 indirectly.
 Create all the procedures and training for Customer Service &
Dispatch departments.
 Responsible for developing my team, hitting targeted goals, and
ensuring adherence to policies and procedures.
 Create reports for; Call volume, Abandoned Calls, Average Talk
Time, Hold Time calls, etc…
01/08 To 01/11 Planet E Shop Dallas, TX
Call Center Manager
 100% of efficiency with over 2500 incoming calls daily.
 Deal with credits, returns, payments, refunds, and shipper claim
with UPS, ship errors and Tech Support assembly products.
 Work directly with the Retail Sales.
 Directly supervised one assistant Manager and 3 Call Center
supervisors in Dallas and One Account Manager and 3 Call Center
Supervisors in Colombia.
 Manage 21 Representatives in Dallas.
 Manage 80 Representative in Colombia South America as
“Overseas Manager” via phone and email.
 Improved Average handling time per call to less than 3 minutes
from 16 minutes
 Improved the incoming calls from 700 to over 3,000 per day.
 Improved the “Not Ready Time” from 26 minutes to less than 10
minutes.
 Change the abandoned calls from 46 % to less than 6 % in two
months.
 Create a Quality Control Department (which used Meridian for
monitoring the calls) for Incoming Calls Customer Services, Emails
Customers Service and Chat Customer Service (which used Cute
Live Support for chat monitoring) in Dallas and Colombia. The
department does 25 monitoring daily for a total of 125 a week; I
received a report of that every Monday.
 Make a Handbook for the Call Center Representative, with all
products, descriptions, tech support and warranties. Make for the
Company all the Policy and Procedures and Training for every

3. Department (Customer Service, Accounting, Warehouse, Retail,
etc…)
 For the last 8 months, the turnover was less than 1 %.
 Received a promotion as a Special Projects Manager.
 Manager with the best Performance in the last 10 years.
10/05-07/07 Centennial of Puerto Rico (Telecommunications) San Juan, PR
Call Center Manager
 98% of efficiency with over 140 incoming calls per agent daily.
 94 % of efficiency with over 160 outgoing calls per agent daily, with
a average handling time of 2:15.
 Deal with credits, disconnection, collection, rates plan changes,
payments, billing, write off, and retention calls, etc.
 Work with quality dpt. to correct errors in customer’s accounts.
Call Center and Individual goals.
 Assisted clients and provided all information requested by them.
 Directly supervised 250 employees.
01/00-09/05 Costco Carolina, P.R.
Major Department Supervisor
 Assisted the clients in the electronic department.
 Prepared weekly reports.
 Supervised 8 employees.
 Prepared work schedules and attendance reports for employees
under my supervision.
 Received suppliers and sales representatives.
 Customer Services, Sales and work with daily, weekly and monthly
goals.
 Daily inventory keeping of the department.
EDUCATION
University of Puerto Rico Río Piedras, P.R.
 BA in General Arts, Mayor in Political Science
“Universidad del Turabo” Caguas, P.R.
 Three years of Mechanical Engineering