Gustavo Millan
Hispanic or Latino
Summary
Develop myself in an activity where I can apply all of my capacities and knowledge having the possibility to acquire new skills and grow with the company as well.
Dynamic and results-driven professional with extensive experience at Alorica, excelling in complaint resolution and team training. Proven track record of enhancing customer satisfaction and first-call resolution rates. Skilled in CRM software and adept at building strong client relationships, demonstrating a commitment to delivering exceptional service and achieving sales goals.
Professional with solid background in customer service, ready for leadership role. Proven track record in managing teams and driving customer satisfaction. Reliable team player who adapts to changing needs and focuses on achieving results. Strong communication and conflict resolution skills with personable and approachable demeanor.
Attentive Customer Service Representative with [Number] years achieving customer service satisfaction and customer retention goals. Independent and quick thinking team player.
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
15
15
years of professional experience
Work History
Lead Customer Service Representative
Alorica
01.2025 - Current
- Improved first-call resolution rates by implementing troubleshooting guides for common issues faced by customers.
- Enhanced customer satisfaction by efficiently resolving complex issues and providing timely solutions.
- Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Sales Executive
Spectrum
01.2021 - 01.2025
- Achieved sales goals and service targets by cultivating and securing new customer relationships.
- Researched sales opportunities and possible leads to exceed sales goals and increase profits.
- Boosted sales revenue by cultivating strong client relationships and implementing effective sales strategies.
- Analyzed sales data regularly to monitor progress towards goals and make necessary adjustments to strategy as needed.
- Demonstrated expert product knowledge during client interactions, addressing questions/concerns confidently and offering solutions tailored specifically for them.
- Implemented CRM system for better customer tracking, leading to improved follow-up processes and higher conversion rates.
Caulker
Tecal Waterproofing
02.2020 - 12.2020
- Minimized project delays due to inclement weather conditions or material shortages through effective planning and communication with team members and suppliers.
- Skillfully managed project timelines by prioritizing tasks effectively and coordinating with fellow team members to ensure timely completion of all assigned responsibilities.
- Provided excellent customer service by addressing client concerns promptly and professionally throughout the project duration.
- Improved energy efficiency for clients through precise insulation installations in residential and commercial properties.
Dipatch
Lone Star Distribution
03.2019 - 01.2020
- Fostered a culture of continuous improvement within the dispatch center by sharing insights and suggesting improvements.
- Collaborated with shipping department to streamline package dispatch process.
- Pioneered dispatch communication protocol that improved clarity and reduced misunderstandings between office and field staff.
- Streamlined dispatch processes for improved coordination between first responders and support units.
Finacial Advisor for Cars
GC Services
06.2018 - 03.2019
- Maintained up-to-date knowledge on industry trends and regulations, ensuring accurate advice was provided to clients at all times.
- Developed long-lasting relationships with clients to ensure consistent retention and loyalty.
- Managed risk effectively by closely monitoring client portfolios and making timely adjustments.
- Utilized advanced CRM tools to track client interactions efficiently while maintaining detailed records of their individual goals, preferences, and concerns.
Medical Interpreter
Language Line Services
02.2015 - 03.2018
- Maintained strict confidentiality, adhering to HIPAA guidelines while handling sensitive medical information during the interpretation process.
- Followed ethical codes to protect confidentiality of patient medical information.
- Supported healthcare professionals in delivering accurate diagnoses by effectively interpreting detailed medical histories from non-English speaking patients.
- Ensured clear communication by providing precise interpretation of doctor''s instructions, diagnoses, and prescriptions to non-English speaking patients.
Elementary School English Teacher
Elementary School Carmen Romano
06.2013 - 01.2015
- Implemented differentiated instruction strategies to accommodate diverse learning styles and abilities within the classroom.
- Designed creative writing assignments that encouraged self-expression while reinforcing grammar rules and proper sentence structure.
- Developed strong relationships with parents to support students'' academic progress and address individual needs.
- Contributed to school-wide initiatives aimed at enhancing overall curriculum quality, including serving on various committees focused on instructional materials selection and evaluation processes.
Cashier
Costco
09.2012 - 05.2013
- Greeted customers entering store and responded promptly to customer needs.
- Welcomed customers and helped determine their needs.
- Worked flexible schedule and extra shifts to meet business needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
Cashier
City Club
10.2011 - 06.2012
- Built relationships with customers to encourage repeat business.
- Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
- Helped customers complete purchases, locate items, and join reward programs.
- Restocked and organized merchandise in front lanes.
Fedex Customer Service Representative
Teleperformance
03.2010 - 04.2011
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
Education
High School Diploma -
Medford Area Senior High
Medford Wisconsin05-2008
Skills
- Complaint handling
- Team member training
- Call management
- Work prioritization
- Highly motivated, proactive and directed to results
- Great performance working under pressur
- Organized and attitude to work in team
- Responsible with leadership
- Punctual
- Able to build good discovery to understad customers needs
Upselling skills, rebuttal also rettention and all the metrics that come with the sale - Court interpreter
- Call center experience
- Willingness to lead
- Customer correspondence
- Order processing
- CRM software knowledge
- Complaint resolution
- Problem-solving
- Payment processing
- Database management
- Medical interpreter
- Sales closing
- Brand representation
- Data entry
- Order and refund processing
- Multi-line phone systems
Languages
English
Bilingual or Proficient (C2)
Spanish
Bilingual or Proficient (C2)
Timeline
Lead Customer Service Representative
Alorica
01.2025 - Current
Sales Executive
Spectrum
01.2021 - 01.2025
Caulker
Tecal Waterproofing
02.2020 - 12.2020
Dipatch
Lone Star Distribution
03.2019 - 01.2020
Finacial Advisor for Cars
GC Services
06.2018 - 03.2019
Medical Interpreter
Language Line Services
02.2015 - 03.2018
Elementary School English Teacher
Elementary School Carmen Romano
06.2013 - 01.2015
Cashier
Costco
09.2012 - 05.2013
Cashier
City Club
10.2011 - 06.2012
Fedex Customer Service Representative
Teleperformance
03.2010 - 04.2011
High School Diploma -
Medford Area Senior High
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