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Customer Service Manager with 10+ years in client relations and team leadership
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Competencies
Provided bilingual customer support across sectors, resolving issues and ensuring high customer satisfaction.
Supervised and trained teams in call centers, overseeing schedules, performance metrics, and quality standards.
Performed call monitoring, coaching, and reporting to maintain and raise service quality standards.
Qualified leads, scheduled appointments, and maintained client records for real estate agents.
Managed vacation exchange bookings and account details, ensuring accurate and timely reservations and inquiries.
Education
Languages
Summary
Dedicated bilingual customer service expert with over a decade of experience in client relations, team supervision, quality assurance, and real estate support. Skilled in training, process optimization, and customer satisfaction strategies to drive operational excellence.
Key Achievements
- Supervised bilingual customer service team across Mexico and the Philippines, improving daily support operations.
- Created and managed online and real estate client databases, ensuring accurate lead qualification and appointment scheduling.
- Led quality assurance initiatives by monitoring calls, providing coaching, and implementing process improvements to enhance service quality.
Experience
SUPERVISION AND MANAGEMENT
Supervised a bilingual customer service team based in Mexico and the Philippines., Provided daily floor support by answering questions and assisting team members during calls and sh., Verified and reported key performance metrics, conducted quality monitoring (shadowing), and offered...
Customer Service
Created, processed, and managed online customer orders, ensuring accuracy, timely fulfillment, and adherence to company procedures., Investigated and resolved issues related to missing, delayed, or lost packages by coordinating with internal teams, delivery services, and customers to achieve prompt...
REAL ESTATE VIRTUAL ASSISTANT
Contacted potential home buyers and sellers through phone, email, and CRM systems to assess interest, gather key information, and build rapport., Qualified leads by identifying buyer and seller needs, readiness, and timelines, ensuring only high-quality prospects were passed to real estate agents.,...
VACATION AGENT
Assisted members with vacation exchange bookings by reviewing availability, explaining exchange options, and completing reservations accurately based on member preferences., Provided clear guidance on account functionality, including membership benefits, points usage, fees, and online tools,...
QUALITY CONTROL “QA”
Ensuring good customer service is being provided., Perform monitors both as 'live' and recorded to detect areas of opportunity and growth., Carry out feedback, side by side and coaching to improve the quality of telephone assistance and deliver reports of the day., Carry out...
BILINGUAL AGENT
Answer calls in English for an online bank 'Chime'., Answer questions about their line of credit and savings., Process transfers and cancel payments., Solve their problems and create a good customer service experience.