Ruben - Customer Service Manager with 8+ years in retail & e-commerce

Guatemala City, Guatemala, Guatemalaen

Led a team at Best Buy, standardizing service excellence and mentoring agents for leadership growth.

Applied customer obsession principles at Amazon, resolving complex inquiries and ensuring a positive brand experience.

Published on CazVid

Summary

Experienced customer service leader with over 8 years in retail and e-commerce sectors. Skilled in team management, process improvement, and delivering exceptional customer experiences. Adept at mentoring teams, implementing strategic initiatives, and leveraging data analysis to drive performance...

Key Achievements

Developed and supported high-quality customer service solutions, demonstrating strong discipline and knowledge.

Skills

Customer ObsessionExpert

Applied a service-first mindset across roles, ensuring high-quality solutions and positive customer interactions.

Leadership & MentorshipAdvanced

Directed teams, mentored high-potential agents, and led training sessions to drive operational growth.

Performance ManagementAdvanced

Set KPIs, monitored agent performance, and implemented strategies to optimize team productivity.

Excel & Data AnalysisAdvanced

Utilized advanced Excel skills for performance benchmarking, reporting, and operational analysis.

Strategic Stakeholder Advocacy

Experience

Customer Obsession

Amazon

Feb 2016 - May 2017

Applied a service-first mindset to deliver high-quality solutions and ensure a positive brand experience through efficient inquiry resolution., Demonstrated high discipline and knowledge to develop and provide support., Utilized &#x27;Ownership&#x27; and de-escalation skills to identify...

Team Manager

Best Buy

Jun 2019 - Nov 2023

Directed a team of agents through &#x27;Step-by-Step&#x27; action plans and real-time feedback to meet and exceed client-specific KPIs., Led weekly sessions to standardize service excellence and ensure 100% information integrity across all customer interactions., Identified and mentored...