Sergio Barrera is a motivated and hardworking customer service professional with over 13 years of experience, including 4 years as a manager in a busy call center. He has strong communication, interpersonal, and bilingual skills in English and Spanish. As a natural leader, he is able to build a motivated, knowledgeable, and high-performing team. He adheres to operational policies and procedures and is a gifted trainer for both employees and peers.

1. S E RG I O BA RRE RA
3 Church Circle, Suite# 243 Phone:202-412-8886
Annapolis,MD 21401 Email:surg1976@aol.com
Motivatedand hardworking CustomerService professionalwithupwards of13years’experiencewith4 years
as amanagerin a busycall center environment. Strongcommunication,interpersonal,andbilingualskillsin
EnglishandSpanish.A naturalleaderwho is ableto builda motivated, knowledgeable andhighperforming
team.Stronglyadheresto operationalpolicies andprocedures andagifted trainerfor both employeesand
peers.Highlyorganized andatalentedmulti-taskerwho is ableto performseveraltasks at once andproduce
exemplaryresults.Additionalskillsinclude:managing60+employees, hiring,onboardingnewemployees,
qualityassurance,developing effectivetraining materials,analyzingreports to produceoptimalefficiency,
andcollaborating successfullywithotherdepartments. Committedto providingthehighestlevelof integrity
andservice to customersandtrainingothers to followby example.
Core competencies
 EffectiveCommunicationSkills  Utilizing Reports forOptimal Efficiency
 Training & Developing New Hires and Peers  Quality Assurance/Analysis
 Troubleshooting/Problem Solving  Superior Customer Service
Education & Training
Graduate, Northwestern High School, Hyattsville, MD
Professional Experience
ROCKWELL COLLINS, ANNAPOLIS, MD JUN 2007 – PRESENT
SENIOR CUSTOMER CARE REPRESENTATIVE
 Handle incoming service calls and emails and effectively analyzeand troubleshoot solutions based on
the type of query
 Provide thorough follow up on open tickets until final resolution is reached.
 Successfully collaborate with Operations Center personnel, customers, technicians and management.
 Deliver thorough training to new team members ensuring they have the tools necessary to perform
their job with confidence and success.
Accomplishments:
 Selected by management to provide additional training to customer care team in order to better serve
Quantum customers.
 Received “Spot Reward” for facilitating Quantum training in addition to performing required job duties.
 Developed training manuals on utilized processes and procedures for solving specific issues for higher
efficiency.
PROMISSOR A PEARSON VUE CO., LANDOVER, MD NOV 2003 – APR 2007
CALL CENTER SUPERVISOR
 Conducted interviews, hires, trained, and developed a talented and motivated call center team.
 Completed performance reviews for all employees and developed challenging yet attainable goals.
 Devised performance action plans for problematic employees which thoroughly documented a course
of action to improve performance
 Analyzed daily telephone reports to determine patterns and elevated peak times to proactively provide
needed resources for optimal efficiency.
 Consistently utilized and adhered to standardized quality assurance processes.
 Maintained an open line of communication with personnel by communicating immediate and
constructive feedback and providing additional training when needed.

2.  Managed the telephone activity of customer service associates to ensure telephone calls were
responded to in an accurate and professional manner.
 Interfaced with agents and management to resolve complex issues by developing comprehensive
strategies for resolution.
IT Skills
Proficient: Microsoft Office Suite
Remedy/ Installing Printers
Troubleshooting Technical Issues