Summary
Overview
Work History
Education
Skills
Websites
Personal Information
Timeline
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Alejandro R Ortega

New Braunfels

Summary

An experienced Supervisor that lead a team of 15+ Representatives who provide support and solutions to clients across various industries. I have been working in a leadership position for 5 years, and overall 12 years in Customer Service and e-Commerce, as I have successfully increased customer satisfaction, retention, and loyalty by implementing effective training, communication, and feedback strategies. Core competencies include training, communication, customer satisfaction, problem-solving, and team-building, Team Leading, by monitoring KPI and utilizing CRM and API tools such as Tableau, Sales Force, Workday, Avaya Workforce, and other SaaS Programs. I am passionate about delivering excellent customer service and creating positive customer experiences as well as finding KPIs and building reports that help effectively build a team or help a company grow. I am always looking for new ways to improve processes, systems, and performance trends. I am also committed to fostering a collaborative and inclusive work environment where everyone can thrive and grow.

Overview

12
12
years of professional experience

Work History

Customer Care EBusiness Supervisor

HD Supply
05.2022 - Current
  • Headed a large team and monitor their progress and development within the company
  • Used various reporting tools to ensure certain metric criteria is being met monthly Such as Tableau, Workday, Avaya Work Force, SAP, SAP BI TOOL, and Salesforce
  • Addressed KPI issues and provide guidance to improve employee performance retention, which in turn improved the team overall
  • Working closely with Training Teams and Quality Assurance teams to ensure the best customer service experience is provided
  • Worked closely with IT teams by submitting tickets with very detailed information to help resolve issues that were not able to immediately resolve on a first action basis
  • Above all, ensured the companies continued growth and success by directing the team to meet the daily needs.
  • Handled customer complaints, resolved issues, and adjusted policies to meet changing needs.
  • Developed staff skills through targeted training programs, resulting in improved performance and career growth opportunities.

EBusiness - Team Lead

HD Supply
11.2018 - 05.2022
  • Monitored a large team both onsite and offsite, provided guidance for the team to help direct day-to-day operations and ensured that productivity resources where allocated throughout the day to maintain proper cutoff times and alleviate customer waiting times when needed, handle direct phone calls with customers, along with emailing and using chat software program, and taking escalated situations and properly addressing them with the best course of action to resolve issues
  • Provided valuable feedback to team members to help them expend their knowledge and growth within the company to not only help them succeed but to also help the company succeed.
  • Reduced operational costs through effective resource allocation and budget management.
  • Established clear goals for the team, motivating members to achieve high levels of performance consistently.
  • Delivered results under tight deadlines by prioritizing tasks efficiently and effectively managing time-sensitive projects.
  • Managed cross-functional projects successfully by fostering collaboration between departments.

EBusiness - Senior Rep - CSR III

HD Supply
06.2017 - 11.2018
  • Processed orders that were held due to errors and ensured they were placed on correct accounts
  • Contact National Account Managers and/or DSSI Advocacy Team to assist with updating specific accounts
  • Position required to work with Invoices, to ensure proper billing is met between two parties
  • Help resubmit invoices for DSSI, Help provided unique Alliance ID's to accounts to help ensure proper billing, Created pricing concessions to match contracted pricing for customers, Communicate with NAMs, e-Pro Solutions Team, and with DSSI Advocacy Team to resolve issues.
  • Answered questions quickly via email or return phone call within 1-hour period.
  • Resolved issues through careful research and follow-up with customers.
  • Provided detailed performance reports for management review, facilitating data-driven decision making.

EBusiness - Web Support Tech - CSR II

HD Supply
03.2012 - 06.2017
  • Take inbound calls
  • Assist customers with issues that concern our website
  • Assisted in placing orders as well as any returns for that were needed
  • Handled calls in a timely manner as well as sending emails for verification and to help process orders
  • Communicated with other work-site locations via telephone and use of Microsoft outlook.
  • Managed high call volumes, maintaining a professional demeanor during peak hours and effectively multitasking in a fast-paced environment.
  • Demonstrated empathy and active listening skills, resulting in a higher rate of customer satisfaction and repeat business.
  • Answered constant flow of customer calls with minimal wait times.
  • Responded to customer requests for products, services, and company information.

Education

Computer Science

The University of Texas At San Antonio
San Antonio

Network And System Administration

ITT Technical Institute
San Antonio, Texas

Skills

  • Leadership

  • KPI Implementation

  • Team Development

  • Staff Management

  • Employee Motivation

  • Goal-Oriented

  • Training and mentoring

  • Data Analytics

Websites

Personal Information

Title: Customer Care Supervisor @ HD Supply | Team Builder, Communicative, Customer Satisfaction, Enthusiastic, Data Driven

Timeline

Customer Care EBusiness Supervisor

HD Supply
05.2022 - Current

EBusiness - Team Lead

HD Supply
11.2018 - 05.2022

EBusiness - Senior Rep - CSR III

HD Supply
06.2017 - 11.2018

EBusiness - Web Support Tech - CSR II

HD Supply
03.2012 - 06.2017

Computer Science

The University of Texas At San Antonio

Network And System Administration

ITT Technical Institute

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Alejandro R Ortega