Customer service, retention, and team leadership professional with 9 years of diverse experience in the B2B and B2C sectors. Skilled in staff training, technical support, and customer satisfaction.
Provided phone assistance, billing verification, and customer retention support.
Supervised teams, created reports, and trained new hires to enhance team performance.
Utilized Office 365, GDS (Amadeus) (NDC), and Salesforce to support operational needs.
Conducted evaluations, communicated product policies, and supported customer interactions.
FOCUS, S.V.
Phone Assistance to customers, Billing verification and adjustments., Schedule technical visits., Evaluation and retention for old customers.
Sykes El Salvador LMTDA.
Smart plan and strategies creation, Teamwork and provide support to the team members, Create reports about metrics and achievements within the team., Training new hires., Monitoring and evaluating calls/chats or email interactions for each team member.
Sykes El Salvador LMTDA.
Phone Assistance, Supporting new and old reservations for customer and partners (hotel/airlines), Offer alternative solutions to issues presented., Verify and provide support with billing issues.
Sykes El Salvador LMTDA.
Training Support, Call listening and evaluations., Product knowledge evaluations, Skills transfers process, Teaching product process and policies.
High School Degree
Bachelor's degree in legal sciences
Intermediate Excel
Element Mentor ́s program
Masters Mentor ́s Program
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Supported reservations, verified billing issues, and offered alternative solutions.
