Roy Casarez has over 18 years of experience in customer service management, quality assurance, and process optimization. He currently works as a Supervisor of Quality Assurance at Atmos Energy Corporation, where he ensures exceptional customer experience, manages quality and safety issues, and collaborates with managers to achieve quality assurance measures. Previously he has held roles as a Customer Operations Supervisor and Group Lead at the same company. He has a proven track record of building relationships, expanding opportunities, and driving company growth through strategic initiatives.

1. ROJELIO ROY CASAREZ
Conroe, Texas
Mobile: 806-683-1057  royboy4898@yahoo.com
CUSTOMER SERVICE MANAGEMENT
Accomplished professional with extensive experience specializing in quality assurance management. Proven
ability to build new relationships and expand opportunities. Expertise in aligning business objectives and work
culture programs and policies. Superb communication skills; adept at coaching to maximize organizational and
individual performances. Excel in selecting the right strategies to drive company growth.
Quality Assurance | Process Optimization | Customer Relations | Quality Improvement | Microsoft Office Suite
Succession Planning | Risk Assessment | Employee Training | Payroll | Safety Management | SAP/CRM & AS400
PROFESSIONAL EXPERIENCE
Atmos Energy Corporation, Waco, TX
Supervisor of Quality Assurance 2011-2016
 Provided exceptional customer experience; generated clientele via the CSAT/Post Call Surveys.
 Managed safety and quality issues; promptly initiated remedial actions; investigated and implemented
ideas for quality improvement.
 Collaborated with Contact Center Manager to achieve appropriate quality assurance measures; fulfilled
quality control procedures to monitor team performance, value and productivity.
 Managed documentation training actions for quality standards; established process control parameters.
 Directed and assigned manpower to meet business needs; defined performance standards and reviewed
goals/outcomes to set future expectations.
 Created and updated department work instructions and reports; incorporated contact center quality
trends and prepared payroll for staff of 15 direct reports.
 Prepared operational budget metrics; managed progress issues and concerns including disciplinary
actions; participated in all-inclusive direct report hiring process.
 Created quality control and SOP processes; established accurate QA guidelines.
Customer Operations Supervisor 2005-2011
 Investigated and resolved customer inquiries and complaints in a compassionate manner; cross -trained
group leaders to help in team mentoring process.
 Observed confidentiality requirements; assumed direct reasonability over team productivity; managed
operations while exceeding quality service targets.
 Trained staff on operating procedures; provided accurate and timely performance feedback; recognized
individual improvement needs.
 Successfully promoted from current internal position; received prestigious “Call Center Supervision
Certificate” through AC College.
Group Lead 2000-2005
 Effectively managed internal and external customer demands; utilized a variety of customer service
tasks to resolve external customer issues quickly and efficiently.
 Monitored team member performance; effectively managed the training process.
 Coordinated team activities for the Contact Center as needed; internally promoted to a higher rank.
Customer Support Associate 1998-2000
 Supported customers in person and via telephone; investigated and resolved customer inquiries and
complaints in a timely and empathetic manner.
 Recommended the best solutions based on customer requests and business needs, determining win-win
business scenarios.
EDUCATION
 In pursuit of Bachelors Degree i n Business Management