Ruben I. Cantor
P.O. Box 672343
Houston, TX 77267
Seasoned and resourceful Management professional with extensive expertise in the training and development of customer service staff. Versed in overseeing call center staffing issues, which include front line operations and training. Skilled in implementing process improvements using customer feedback and call center report analysis. Understands application of effective call center management practices to improve revenue, reduce operating expenses, and maximize service quality. Recognized ability to lead with a sense of urgency while inspiring integrity and commitment to customer service excellence in others. Bilingual in Spanish.
The Dump – Houston, TX 2009-Present
Customer Service Manager, (2005-Present)
Responsibilities include but are not limited to maintaining effective operation and continued growth of Center with the direction of the Divisional Director of Operations. Provide leadership, direction, and effective tools to assure growth and competence to all center employees.
Review operating results of center daily, weekly and monthly to identify areas of opportunity for increased profits and decreased expenses. Manage P&L, payroll and other budgeted items; continuously identify ways to control costs.
Recruit, hire, train, discipline, evaluate, develop and termination of center staff. Maintain employee files and process all new hire paperwork according to company timeline.
Communicate image consistent with the company creed and vision to all members of the center. Provide guidance in all aspects of operations. Recognize and develop skill/abilities of associates in order to meet center and company objectives.
Provide on-site training instruction on all aspects of leadership, company procedures and policies. Ensure center staff fully comprehends how to perform their job duties and responsibilities as well as understand how to use our computer system.
Understand new and current products so you can assist with the company’s marketing and sales initiatives. Provide operational support by working with other departments to solve issues that develop. Provide exceptional customer service and support internal and external customers. Ensure all required documentation is included in each customer’s file.
DHL Express, Incorporated – Houston, TX 2005-2009
Customer Service Manager, (2006-2009)
Supervised a 375-representative call center operation dedicated to handling customer inquiries. Primary responsibilities included workforce planning, call forecasts, departmental reporting, payroll and budget. Fostered an atmosphere of teamwork and empowered staff to make operational/managerial decisions.
Directed daily operations with outsourcing company West Business Services, the operation included staff of 200 phone representatives, 14 supervisors and 1 Account Manager. Ensured staffing, service quality, and operational needs were met per DHL’s guidelines. Ensured 90% of incoming calls were answered within 10 seconds by determining proper staffing throughout the day.
Professional Experience (continued)
Developed and provided daily operational reports for DHL’s senior management which provided in-depth details of phone productivity of outsource operation. This report saved the company over $400,000 in a six-month period.
Analyzed Spanish call volume and made recommendations for the implementation of a Spanish-speaking department. Supervised DHL’s general sales and Spanish speaking department (175 representatives), 16 team leaders and 8 supervisors for a period of 4 years. Developed, coordinated and executed quality improvement programs that resulted in a 15% increase in quality scores and a significant improvement in customer business and satisfaction.
Coordinated and facilitated First Choice (Six Sigma) training for DHL’s Customer Service Division (approximately 400 attendees) which led to a decrease in handle time of 4 seconds. This decrease in handle time generated savings to the company of over $3 million in the first year.
Continental Airlines, Incorporated 2001-2005
Team Manager, (2001-2005) – Houston, TX
Managed Continental Airlines Foreign Language and General Sales department, supervised up to six immediate supervisors and group of 175 phone representatives. Daily responsibilities included: staffing, coaching, training and performance reviews for supervisor group; daily, weekly and monthly reports; budget management and quality of service.
Hired and assisted in the training of 25 direct-report employees who handled the Customer Care letter and in-house translation department which saved the company over $2 million per year.
Assisted in the creation of scheduling
Planned and developed supervisor improvement program for Foreign Language department, which led to an increase in supervisor/employee survey of 15% over previous year’s results.
Office Manager – San Salvador 1996 – 2001
Managed three departments: reservations, administration and ticket sales. The combined revenues for these departments were nearly $5 million per year.
Oversaw and directed daily operations for Continental Airlines reservations and sales offices in El Salvador, the staff included 14 reservations representatives and 11 sales agents. The reservation staffing ensured that the company’s service level goal was met (to answer 80% of incoming calls within 20 seconds).
Established and conducted over-the phone sales techniques that resulted in a monthly increase of 166% bookings from 1920 to 3200 per month
Placed, screened, and interviewed all applicants for a variety of positions within Continental Airlines reservations and sales department. This contributed to maintaining a 3.5% turnover rate, one of the lowest in the country.
Master of Business Administration
Le Tourneau University – Houston, TX
Bachelor of Science in Industrial Engineering
Polytechnic School of Engineering – San Salvador, El Salvador
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