Dedicated customer service manager with over 5 years leading teams, optimizing operations, and ensuring client satisfaction in dynamic environments. Skilled in performance analysis, team supervision, and compliance.
Skilled in leading customer service teams, optimizing performance, and enhancing client satisfaction.
Proficient in analyzing metrics and creating reports to drive operational improvements.
Experienced in supervising teams, mentoring staff, and ensuring service quality.
Exceptional at providing front-line support and resolving customer inquiries efficiently.
Incfile.com
Supervised 3 team supervisors and oversaw the performance and attendance of their respective agent teams., Monitored and analyzed activity and performance metrics; created detailed reports to track productivity and service quality., Collaborated cross-functionally with other departments to ensure seamless workflow and issue resolution., Ensured timely and efficient handling of customer interactions, including tickets (emails), calls, chats, and escalations, with a strong focus on first-contact resolution and customer satisfaction.
Incfile.com
Provided front-line support to customers placing orders for LLCs, Corporations, and Non-Profit entities, ensuring accuracy and compliance with state requirements., Handled high volumes of inbound calls and emails, assisting clients through the business formation process and answering questions regarding filings, documentation, and timelines., Supported operational efficiency by documenting client interactions and collaborating with internal departments as needed.
Grupo ICD Sitra
Reservations for time share owners as well as general customer service., Collections to past due account also for timeshare owners.
Bachelor's Degree
TSU
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