RENE GARZA513 COLONIAL PARK BLVD, AUSTIN, TX 78745 | H: 512-739-7885 | C: 512-739-7885 | RENEGARZA101@yahoo.com
Enthusiastic and energetic customer service/retirement professional within-depth knowledge of interpreting and explaining applicable complex laws, rules,regulations, policies, procedures and forms.
Presentation and Administration:
Conduct large group presentations, including workshops, seminars w/ Q&A sessions in order to educate groups of members and school district officials regarding all TRS benefits.
Coordinate meeting logistics such as; delivery and set-up of audio/visual computer equipment, handouts and related presentation materials. Utilize a lap-top computer to provide on-site information and counseling to worskhop and seminar participants.
Research and analyze complex situations to identify root causes of any issues related to retirement process and determine appropriate resolutions. Work closely with Benefit Processing, Legal Counsel and other TRS staff to perform detailed research and analysis of member records via imaging. Receive and process requests for informational booklets and forms.Assist in training and provide technical assistance to team members on benefit program related laws, rules, regulations, policies, procedures and processes.
Membership Assistance (SPANISH):
Completed all job requirements as above but in spanish.
Team Lead of Spanish Callback team to coordinate spanish callbacks.
Coordinate Spanish Callback calendar to distribute workload to other spanish speaking employees.
Met with spanish speaking members in person and on a walk-in basis to discuss andexplain benefit options regarding service and disability requirements, projected benefits, health insurance, refunds, death benefits, purchase of special services, postretirements and other issues including eligibility requirements, limitations and providegeneral information about referral services on related benefit programs such as Social Security.
Benefits Retirement Counselor Apr 2005 to Jan 2016
TEACHERS RETIREMENT SYSTEM OF TEXAS － AUSTIN, TX Provide comprehensive technical assistance and customer service to TRS membership regarding all TRS retirement benefits programs via group presentations, face to face office visits and telephone communications.Work under limited supervision with considerable latitude for initiative and independent judgment.
SALES/ SALES SUPERVISOR Nov 1990 to Sep 2003 MCI WORLDCOM － AUSTIN, TEXAS
OUTBOUND SALESNOVEMBER 1990 - MAY 1997 Call center environment conducting sales and marketing strictly by telephone. Telemarketing involved promoting MCI products and services either via direct selling or through information gathering.
SALES LEAD SUPERVISOR JUNE 1997 - AUGUST 2001
Motivate and coach internal sales people on how to achieve business sales targets. Manage team members sales numbers weekly. Support team managers to increase sales through training on sales techniques. Develop and coach effective questioning skills to understand a prospects needs. Give feedback on call structure and closing skills through remote listening and side byside coaching. Develop action plans to increase performance and productivity of under-performing individuals. Support incentives to improve sales and cross sale opportunities. Critique monitored calls through coaching/best practices to ensure quality is maintained.
HELP DESK SUPPORT SPECIALIST SEPTEMBER 2001 - SEPTEMBER 2003
Provide technical assistance and support for incoming queries and issues related tocomputer systems, software, and hardware. Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.