Raymond Holguin has over 15 years of experience in customer service management. He specializes in customer satisfaction, team management, and productivity. As a Customer Service Supervisor, he effectively motivates associates through guidance, coaching, and development. He has a track record of quickly and efficiently resolving a wide variety of customer service issues.

1. Raymond Holguin
Summary
Customer Service Supervisor who specializes in quality service, customer retention, productivity and team management.
Effectively motivates associates through continual guidance, direction, development and coaching with a track record of
managing a wide variety of customer service issues quickly and efficiently.
Highlights
Talent development
Training and development
Client relations specialist
Conflict resolution techniques
Team management
Focused on customer satisfaction
Deadline-oriented
Telecommunications knowledge
Experience
Universal Supervisor
March 2001 to July 2015
Dish - Phoenix, TX
From November 2010 to July 2015, promoted to Coach
Monitored the daily activities of 3-4 customer support teams
Developed, implemented and monitored programs to maximize customer satisfaction and manage on-site
customer service representatives.
Owned team productivity metrics.
Improved service quality and increased sales by developing a strong knowledge of company's products and
services.
Interviewed, hired and trained new quality customer service representatives.
Provided detailed monthly departmental reports and updates to senior management.
Addressed negative customer feedback immediately.
Effectively communicated with team members to maintain clearly defined expectations.
Collected, monitored and evaluated customer service surveys to maintain and develop agent's performance.
Resolved customer questions, issues and complaints.
Developed and implemented policies, procedures and process improvement initiatives to improve retention rates
and increase customer satisfaction.
Developed rapport with the customer base by handling difficult issues with professionalism.
Communicated effectively with internal staff and external customers.
Completed special projects and/or other tasks as assigned or volunteered for.
Prepared, developed and promoted 35 agents within a two year span.
Participated in a variety of internal committees to improve employee moral and community engagement.
Completed payroll for agents, ensuring that the correct hours were logged and any exception was completed.
From November 2009 to November 2010, promoted to Team Lead
Real time driving of center performance metrics
New Hire training and development
Individual attention to low performing agents
From March 2001 to November 2009, answered inbound calls while overseeing performance metrics.
Assisted customer with technical, billing, and programming needs.
Upsold on applicable calls
Resolved customer issues effectively while meeting the company's expectation of talk time for the skill of call
being taken
Media and Customer Service Desk
August 1999 to January 2001
12985 Hueco Cave Dr, El Paso TX 79938
Cell: 9154970055 - holgray@ymail.com

2. Best Buy - Phoenix, AZ
Assisted customers with electronic and entertainment inquiries.
Resolved escalated customer issues.
Managed merchandise inventory.
Tracked shipments to provide customers with information regarding their goods.
Education
Associate of Applied Science : Information Technology, 2000
High Tech Institute - Phoenix, AZ, USA
Languages
Bilingual Spanish/English