RAYMOND GAVILLAN
Guaynabo
Summary
Resourceful, structured, organized and dedicated professional with excellent people skills. Enjoy building and nurturing relationships, providing insight and coaching to associates and overall administrative responsibilities. Recognized by others for ethics, values, and for collaborating with diverse teams and business units. Focused in further developing career in human resources, employee engagement and managerial roles.
Overview
18
18
years of professional experience
Work History
Contact Center Supervisor
Liberty Puerto Rico
01.2015 - Current
- Created a positive work environment, fostering strong teamwork and agent engagement.
- Directed, guided, coached and mentored team of 14 agents and surpassed individual and corporate goals.
- Facilitated open communication channels between staff members through regular meetings encouraging dialogue on concerns or suggestions.
- Streamlined contact center operations for increased efficiency and improved service quality.
- Conducted regular performance evaluations, identifying areas of improvement and implementing corrective action plans for underperforming agents.
- Monitored contact center metrics to identify trends, implement process improvements, and drive continuous improvement initiatives.
BENEFITS & ATTENDANCE MANAGER
AT&T Mobility
01.2013 - 01.2015
- Managed FMLA leave requests and ensured proper documentation was maintained according to legal requirements.
- Assisted employees with their benefits-related questions or concerns, providing excellent customer service and support.
- Presented at company-wide events or meetings to promote awareness and understanding of the organization''s benefits programs.
- Educated new hires about different benefit plans.
Customer Service Team Manager
AT&T Mobility
01.2009 - 01.2013
- Staff Supervision, On-the-Job Training, Discipline Issues, Career Development, Positive Work Environment, Customer Service, Coaching Winning Teams, Payroll Overview, Interviewing & Recruitment, Employee Selection
Branch Operations Manager
PenFed Credit Union
01.2006 - 07.2009
- Developed strong relationships with clients, resulting in increased loyalty and repeat business.
- Managed daily branch operations for optimal productivity and customer satisfaction.
- Supervised a team of employees, fostering a positive work environment and emphasizing professional growth.
- Trained employees on proper procedures and strategies to improve productivity.
- Collaborated with senior management to create strategic plans for future branch growth and expansion.
- Coordinated special events at the branch location which resulted in increased foot traffic.
Education
Bachelor of Science - Human Resources Management
Southern New Hampshire University
Guaynabo, Puerto Rico06.2003
Skills
- Effective coaching
- Workforce Management
- Reporting skills
- Employee Motivation
- Coaching and Mentoring
- Personnel Management
- Performance Evaluation
- Sales Support
- Operations Management
- Staff Management
- Customer Retention
- Complaint resolution
Languages
Spanish
English
Personal Information
Title: HUMAN RESOURCES ENGAGEMENT SUPERVISION PAYROLL
Timeline
Contact Center Supervisor
Liberty Puerto Rico
01.2015 - Current
BENEFITS & ATTENDANCE MANAGER
AT&T Mobility
01.2013 - 01.2015
Customer Service Team Manager
AT&T Mobility
01.2009 - 01.2013
Branch Operations Manager
PenFed Credit Union
01.2006 - 07.2009
Bachelor of Science - Human Resources Management
Southern New Hampshire University
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