Dynamic professional with extensive experience in customer service, sales, and team leadership across telecom and financial sectors. Proven track record in training, managing high-value clients, and improving operational processes.
Exceptional ability to resolve customer inquiries, ensuring high satisfaction and loyalty.
Proven success in selling mobile plans, SIM cards, and high-value accounts through persuasive communication.
Skilled in training teams on systems, sales techniques, and customer handling, fostering growth and performance.
Experienced in supervising teams, managing escalations, and motivating staff to achieve targets.
Bitel
Provided comprehensive customer service, addressing inquiries and resolving issues related to mobile data and SIM cards., Successfully sold mobile data plans and SIM cards, contributing to a significant increase in sales.
Bitel
Promoted to trainer after demonstrating exceptional sales performance and leadership skills., Managed a team of sales agents, providing them with detailed training on the company's systems and sales techniques., Developed training materials and delivered sessions aimed at enhancing the team's product knowledge and sales strategies., Mentored team members, offering ongoing support and tips to improve their sales performance.
Teleperformance / Capital One
Provided core services for credit card holders, explaining details about APR, interest charges, and payment processes., Assisted customers with updating personal information and troubleshooting mobile banking issues., Delivered exceptional customer service, resolving inquiries and issues efficiently.
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Adept at optimizing case verification and tracking systems to enhance accuracy and operational efficiency.
Teleperformance / Capital One
Promoted to handle more complex customer interactions and support all system-related inquiries.
Teleperformance / Capital One
Promoted to the elite customer service department, responsible for supporting high-income clients with substantial account values., Handled personal and business accounts with a minimum of $50,000 credit lines., Managed disputes, fraud reports, and applications for new accounts, ensuring accuracy and security., Processed significant transactions, including payments frequently amounting to $30,000 or more.
Teleperformance / Major League Baseball
Recently promoted to a temporary supervisor role, overseeing a team of 24 customer service agents., Reviewed escalations and conducted outbound calls to provide top-tier customer service., Provided regular feedback, monitoring interactions and coaching sessions to team members, emphasizing the importance of their role and how to improve performance., Implemented strategies to enhance team productivity and customer satisfaction.
Hired Experts / Cordoba Legal Group
Manage end-to-end customer case verification and follow-ups, ensuring accuracy, compliance, and timely resolution., Maintain and analyze complex Excel tracking systems, improving visibility and case resolution timelines., Deliver consistent, high-quality customer communication by translating legal processes into clear, actionable guidance., Strengthened customer trust and satisfaction through proactive communication and issue ownership.
