Demonstrated experience with Customer Experience & Retention.
Demonstrated experience with Team Leadership & Training.
Demonstrated experience with Conflict Resolution & Escalation Management.
Demonstrated experience with Process Improvement & Administration.
American Customer Connection
Managed a customer service, sales and retention team, ensuring agents met KPIs while driving customer loyalty., Coached agents through escalations and difficult calls, providing hands-on support., Oversaw administrative tasks including scheduling, reporting, and performance management., Developed retention strategies based on customer insights, improving satisfaction scores.
Encore/MCM
Recommended service desk improvements, increasing team efficiency and SLA compliance., Trained and onboarded new staff, ensuring knowledge transfer and productivity., Led troubleshooting initiatives, enhancing collaboration across departments.
Allyis – Tech Mahindra
Promoted to SME for technical expertise and leadership., Mentored engineers, enforced best practices, and resolved escalated issues., Cross-collaborated with internal teams to streamline support processes.
Resolve
Handled escalations and critical technical cases., Mentored junior staff in troubleshooting and customer service excellence., Improved process efficiency by analyzing recurring issues.
HS Diploma & Tourism A&B
Advanced English
CyraCom Interpreter Certification
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Demonstrated experience with Multitasking & Organizational Skills.
Freelance
English/Spanish interpreter for legal, business, medical, and 911 services., Supported clients in meetings, tours, and events, offering concierge/assistant support.
Costa Rica Detour
Oversaw daily operations and staff to deliver tailored tourist packages., Trained new employees, ensured service quality, and maintained repeat business.
