Flavio Benavidez Jr

1132 Waukee Pass | San Antonio,Texas 78260 | 210-790-0999 | flavioart2018@gmail.com

Objective
Seeking a position utilizing my extensive knowledge and successful experience in training,
supervising and managing inbound call centers and a position offering opportunities for personal
contribution and professional growth.

Education
· ITT Tech, Thornton, CO
· Associates Degree | 09/08/2001
· Applied Science
· 3.64 GPA / CADD

Experience
08/01/2014-06/23/2016

Manager | Stratus/ILD | San Antonio, TX

· Managed call center project from initial start up to full operational status
· Directly involved in revitalized business considering closing. Increased staff from 38
employees to over 250 with +20% margins. Increasing revenue from $169K monthly to $800K in
less than one year.
· Involved in opening a 2​nd​ call center and hiring and training 30 agents within 30 days from
lease signing.
· Prepared reports and communication for senior management and clients.
· Evaluated consumer reports on a monthly basis.
· Provided incentives to increase productivity by offering employees awards for best
customer service.
· Exposure to lean six sigma management.
07/01/2013-07/31/2014
Supervisor | Stratus/ILD | San Antonio, TX
· Supervised a team of up to 100 inbound customer service representatives.
· Effectively managed a high-volume of inbound customer calls.
· Oversaw call center employees to ensure customer satisfaction goals were consistently
met.
· Defused volatile customer product complaints emphatically and professionally.
· Analyzed call volume and average call time to monitor Customer Service Representative
performance and productivity.
· Coached Customer Service Representatives to improve productivity and performance.

09/01/2012-06/30/2013
Lead | Stratus/ILD | San Antonio, TX
· Oversaw call center employees to ensure customer satisfaction goals were consistently
met.
· Addressed and resolved customer product complaints emphatically and professionally.
· Gathered and verified all required customer information for tracking purposes.
· Accurately documented, researched and resolved customer service issues.

05/08/2006-08/31/2012
CSR| Stratus/ILD | San Antonio, TX
· Answered a constant flow of customer calls with up to 2 calls in queue per minute.
· Addressed and resolved customer product complaints emphatically and professionally.
· Answered a constant flow of billing complaints and issued credit or referred to billing
company.

12/19/2005-05/07/2006
Primary Inquiry Lead | Stratus/ILD | San Antonio, TX
· Oversaw call center employees to ensure customer satisfaction goals were consistently
met.
· Addressed and resolved customer product complaints emphatically and professionally.
· Gathered and verified all required customer information for tracking purposes.
· Accurately documented, researched and resolved customer service issues.
· Referred unresolved customer grievances to designated departments for further
investigation.

06/14/2004-12/18/2005
Operator | Stratus/ILD | San Antonio, TX
· Answered and processed collect, third party, calling card, credit card or coin pay phone
calls.
· Average call handle time: 30-60 seconds.

Summary of Qualifications:
· Experience in hiring/terminating, training, motivating and supervising staff.
· Developed supervisory abilities, able to designate responsibilities.
· Excellent organization and communication skills.
· Bilingual English/Spanish, both oral and written.
· Self-motivated, able to implement decisions and set effective priorities to achieve both
immediate and long-term goals.
· Excellent interpersonal and negotiating skills: adept at defusing potential problems.

References:
· Allen Hayes: Former Stratus/ILD Senior Vice President – Contact Center Operations
Phone: (214)578-1893 E-mail: ahayes57@live.com
· Michelle Rodriguez: Stratus/ILD Workforce
Phone: (210)839-1017 Email: michelle.rodriguez@ildmail.com
· Amelia Wilbourn: Stratus/ILD Payroll
Phone: (210)839-1018 Email: amelia.wilbourn@ildmail.com
Flavio Benavidez Jr
8331 Fredericksburg Rd #1210 | San Antonio, TX 78229 | (210)778-0250 |
flavio_art@yahoo.com
Objective
Seeking a position utilizing my extensive knowledge and successful experience in training,
supervising and managing inbound call centers and a position offering opportunities for personal
contribution and professional growth.
Education
• ITT Tech, Thornton, CO
• Associates Degree | 09/08/2001
• Applied Science
• 3.64 GPA / CADD
Experience
08/01/2014-06/23/2016
Assistant Manager | Stratus/ILD | San Antonio, TX
• Managed call center project from initial start up to full operational status
• Directly involved in revitalized business considering closing. Increased staff from 38
employees to over 250 with +20% Margins. Increasing revenue from $169K monthly to $800K in
less than one year.
• Involved in opening a 2nd call center and hiring and training 30 agents within 30 days
from lease signing.
• Prepared reports and communication for senior management and clients.
• Evaluated consumer reports on a monthly basis.
• Provided incentives to increase productivity by offering employees awards for best
customer service.
• Exposure to lean six sigma management.

07/01/2013-07/31/2014
Supervisor | Stratus/ILD | San Antonio, TX
• Supervised a team of up to 100 inbound customer service representatives.
• Effectively managed a high-volume of inbound customer calls.
• Oversaw call center employees to ensure customer satisfaction goals were consistently
met.
• Defused volatile customer product complaints emphatically and professionally.
• Analyzed call volume and average call time to monitor Customer Service Representative
performance and productivity.
• Coached Customer Service Representatives to improve productivity and performance.

09/01/2012-06/30/2013
Lead | Stratus/ILD | San Antonio, TX
• Oversaw call center employees to ensure customer satisfaction goals were consistently
met.
• Addressed and resolved customer product complaints emphatically and professionally.
• Gathered and verified all required customer information for tracking purposes.
• Accurately documented, researched and resolved customer service issues.

05/08/2006-08/31/2012
CSR| Stratus/ILD | San Antonio, TX
• Answered a constant flow of customer calls with up to 2 calls in queue per minute.
• Addressed and resolved customer product complaints emphatically and professionally.
• Answered a constant flow of billing complaints and issued credit or referred to billing
company.
12/19/2005-05/07/2006
Primary Inquiry Lead | Stratus/ILD | San Antonio, TX
• Oversaw call center employees to ensure customer satisfaction goals were consistently
met.
• Addressed and resolved customer product complaints emphatically and professionally.
• Gathered and verified all required customer information for tracking purposes.
• Accurately documented, researched and resolved customer service issues.
• Referred unresolved customer grievances to designated departments for further
investigation.

06/14/2004-12/18/2005
Operator | Stratus/ILD | San Antonio, TX
• Answered and processed collect, third party, calling card, credit card or coin pay phone
calls.
• Average call handle time: 30-60 seconds.

Summary of Qualifications:
• Experience in hiring/terminating, training, motivating and supervising staff.
• Developed supervisory abilities, able to designate responsibilities.
• Excellent organization and communication skills.
• Bilingual English/Spanish, both oral and written.
• Self-motivated, able to implement decisions and set effective priorities to achieve both
immediate and long-term goals.
• Excellent interpersonal and negotiating skills: adept at defusing potential problems.

References:
• Jennifer O’Connor: Data Entry Clerk II/USAA
Phone: (210)324-0430 Email: jenno1982@hotmail.com
• Michelle Rodriguez: Former Stratus/ILD Workforce
Phone: (210)748-3048
• Catalina Berst: Centene
Phone: (210)325-9042 Office: 844-433-2074