rudy garcia

Identified and made recommendations for process improvements. Worked to accomplish key projects through process and quality improvement. Analyzed, tracked and published performance indicators and results which identify performance trends and capabilities for success. Collected and analyzed VDN, Call Volume, WAVE and TACR!FT Data. Collected data utilizing Business Objects reporting, SQL direct reporting, ClickFox and other internal sites. Created monthly and quarterly studies for multiple Work Groups that were Voice of The Customer driven

Primary responsibility is supervision of employees involved in Customer Service for National Business Services. Coach, motivate, train, develop and guide employee performance through a variety of mechanisms such as observations, metrics analysis and feedback devices from customers, peers, management and others. Reviews and evaluates staff on ability to meet those objectives. Directed and advised improvement strategy when objectives are not met. Handled escalated customer complaints upon customer or executive request and utilized escalations as a method to train and develop staff. Appropriate disciplinary action was administered to employees who failed to adhere to AT&T policies and procedures. Recommended promotions for employees who consistently exceeded performance expectations and who met other requisite criteria. Resolved many escalations handed down from Director, Site Director and Area Manager.