Freddy Del Rio

Experience

• 

  McDonald's

  Jan 2005 - Jan 2009

  Shift Manager

  Resolved customer inquiries and any other escalated issues to provide excellent service to customer.• Reconciled cash registers and daily bank deposits to compare results of food sales at the end of month.• Managed any new training for site and administer new team member training to make sure crew members were delivering accurate information to customers and excellent food service.• Reported sales results at the end of each shift for owners record and demonstrated expectations were delivered successfully. Reports were delivered via excel and imported via company software.• Managed weekly schedules for each team member depending on forecasted volume to ensure store had sufficient coverage and for sales goals to be met. Show less

• 

  HSBC

  Jan 2009 - Jan 2012

  Bilingual Customer Service and Sales Representative

  Responsible for achieving telesales goals and all key business measures to ensure daily sales progressat 85% of target• Handled in-coming Bilingual customer service calls in a timely manner to meet Department goals and exceed Customer Experience Quality standards. 80% or above is considered excellent• Placed return outbound calls to bilingual customers when requested by agent at the end of day to ensure concerns were addressed as requested negative impact and avoid in service.

• 

  Capital One

  Jan 2012 - Dec 2017

  Performed floor supervisor responsibilities during temporary short term absences of full-time staff.Oversaw multiple call center agent teams and adjusted schedules needed to meet business goals.• Assists with daily call center operations and floor coverage.• Make Coordinates daily workflow of the department and directs work of others. • Monitor and approve associate timesheets.• Assists with escalated customer issues or complex calls and troubleshoot.• Regularly trains, coaches, develops and mentors other associates in the department Coaches and develops associates in call center environment to improve productivity, efficiency and effectiveness.• Communicates with managers and associates to drive customer experience based on observations.• Monitors and scores associate calls.• Serves as a liaison between associates and managers to help drive associate engagement and increase department morale. Show less Responsible for handling escalated phone calls and ensuring customers problems are resolved in a timely manner to meet department satisfaction goal• Coach and educate associates on policies and procedures as well as provide constructive feedback to insure customers received information and answers to questions without further escalation• Analyze escalated issues and make the best decision for the benefit of the company and customer by reaching out to other departments for support and deliver positive service experience per customers’ expectations• Review weekly procedure/policy updates to handle the various system/regulatory changes, or merchant specific requests to ensure all information being forward is delivered accurately and within compliance. Show less

  • Call Center Floor Supervisor

    Jan 2017 - Dec 2017

  • Senior Operation Production Coordinator

    Jan 2015 - Jan 2017

  • Senior Customer Service Coordinator

    Jan 2012 - Jan 2015
• 

  Wheeling Park District

  Aug 2018 - Aug 2019

  Membership Coordinator

  Responsible for selling new and maintaining existing memberships, training front line staff in the area of customer service and sales as well as following up with new members.• Work with management to develop and implement programs that target new members, and retains current members. • Maintain communication link between Fitness Center members and guests and management.• Provide initial and ongoing training of Fitness Attendants in the areas of customer service, sales, and facility orientation. • Responsible for communicating accurate information to members, including fees, service amenities, hours of operation, fitness policies, and related program information.• Responsible for contacting all new members; monitoring satisfaction with membership/facility and responding to concerns or questions they may have• Provides excellent customer service and monitors guest feedback through the use of comment cards, surveys, emails and general comments relayed through front line staff.• Performs the job safely and in compliance with Park District policies, procedures and safety rules. Show less

• 

  Township District 214 The Academy At Forest View

  Aug 2019 - Apr 2021

  Instructional Assistant
• 

  Cook County Sheriff's Department

  Apr 2021 - Jan 2022

  Deputy Sheriff
• 

  City of Des Plaines

  Jan 2022 - now

  Police Officer