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Customer Service & HR Specialist with 10+ years in client relations and support
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Competencies
Provided solutions and built rapport with customers to ensure satisfaction and retention.
Supervised and trained teams of up to 15 agents to meet organizational goals.
Handled personnel data, ensuring compliance with reporting guidelines and developing internal processes.
Negotiated with customers, developed retention strategies, and presented behavior reports.
Created programs and procedures to improve productivity and performance in support functions.
Education
Languages
Summary
Experienced Customer Service and HR support professional adept at managing teams, streamlining processes, and building lasting customer relationships across diverse industries including asset recovery, human resources, and telecommunications.
Key Achievements
- Led a team of 15 agents at NATIONAL ASSET RECOVERY SERVICES, enhancing organizational goals.
- Developed and implemented procedures at DELL PANAMA that improved manual and automated personnel report processing.
- Built and maintained sustainable customer relationships, resolving concerns efficiently and following protocols.
Experience
Collections Agent / Customer Service Team Leader
Responsible for managing and collecting missed/outstanding payments from customers based on the Best Business Bureau information, To resolve billing problems according to federal/state laws, To monitor groups up to 15 agents to achieve monthly and annual organizational goals by conducting ongoing trainings, To develop programs and innovative procedures to enhance productivity and performance that contribute to the growth of the company through successful teams
HHRR Database and Global Panama Support Specialist
To serve as the primary recipient of organization-wide Personnel Action and Position Change Forms and to ensure they followed local, state, and federal reporting guidelines., To initiate, develop and supervise the implementation of internal and external procedures for improving manual and automated processing of personnel reports, To act as a resource and provide professional guidance to managers related to HHRR data and available/required positions, To prepare HHRR metrics to be presented at monthly, quarterly, and annual Senior Leadership meetings
Customer Service Representative
To build sustainable relationships with customers through an open, interactive communication, To work on customers’ concerns and to provide final resolutions within a timely manner, To be accountable for following up on proper settlements, To keep records of customers’ interactions and accounts processing following pre-established guidelines and policies
Retention Specialist
To develop different retention strategies based on customer feedbacks, To negotiate with customers to renew contracts and keep as well as to build positive business relationships, To attend meetings with the Sales Team to propose Customer Retention solutions, To elaborate and present Customer Behavior reports