Seasoned supervisor with extensive experience managing customer service teams, social media accounts, and operational reports in diverse environments.
Directed teams of up to 18 members in customer service environments, overseeing performance, operations, and support.
Managed social media accounts including content creation, posting, and customer interaction for online brand presence.
Supervised customer service calls, resolved escalated issues, and supported agents to ensure quality service.
Prepared reports and monitored KPIs to assess team and campaign performance.
KM2 SOLUTIONS
Responsible of the results from my team (11 agents assigned) including KPIs and goal stablished by the client, taking supervisor calls and solving accounts., Responsible of reports of the whole campaign assigned by manager.
ASI Network
Responsible of the results from my department, taking care of VIP customers and leading my team to success., In charge of all social medias such as Instagram, Facebook and Twitter, doing arts for the pages, posting every day and answering any request from all social media messages.
Avery Dennison RBIS
Follow-up of claims, queries and order entry for brand manufacturers such as: Guess, JC Penney, Kohl’s, MGM Resorts, Patagonia, UA, Nike, Adidas among others.
STARTEK
Responsible of taking calls, solving all customers inquires, explaining bills and troubleshooting when necessary.
Bachelor’s Degree
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Handled payroll, billing, and labor relations in operational roles.
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Responsible for giving support to all the agents from the team I was assigned as well taking escalated calls when necessary.
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Responsible of a team of 18 members, dealing with customers, escalated situations, attending to management meetings on daily basis, solving all kind of issues from the customer service part and managing all the payroll and human resources part from my team.
ELCATEX
Administration Dept. – payroll responsible, billing and labor relations.
