This is my profileContact via CazVidAriel
Customer Service & Operations Manager with 10+ years of leadership across retail and tech
Contact
Competencies
Led client service teams, ensuring high-quality customer interactions and satisfaction across various campaigns.
Supervised multiple teams of agents and supervisors, focusing on coaching and performance improvement.
Developed best practice manuals and managed daily operational tasks for contact centers and retail stores.
Managed social media presence and inventory for a handicrafts retail store to support sales and brand visibility.
Provided bilingual technical support for wireless equipment and conducted sales for satellite TV services.
Education
Languages
Summary
Experienced customer service and operations manager with a strong background in team supervision, process development, and client relations across retail and contact center environments.
Key Achievements
- Managed operations and customer service teams across multiple industries, enhancing team performance and client satisfaction.
- Led a team of 20 agents and 6 supervisors at Cubecorp, developing best practices aligned with COPC standards.
- Directed social media management and inventory control at a retail store specializing in handicrafts.
Experience
Store Manager – Handicrafts Retail
Store manager for a handicrafts retail shop, providing customer service in Spanish and English, both in-store and through social media., Management of social media presence and product inventory control.
Front Desk & Scheduling Manager
Responsible for appointment scheduling and customer service for the Pigmento chain of aesthetic salons.
Floor Manager
Area Supervisor for the main Contact Center campaign (Client: Young America)., Full operational management with a strong focus on coaching supervisors and agents to meet SLA requirements., Responsible for calibration sessions with Account Managers and clients., Development of best practice manuals...
Senior Supervisor
Responsible for daily reporting to the Operations Manager and Contact Center Manager., Led a team of 20 customer service agents for the Young America campaign., Development of agents’ communication, problem-solving, and customer handling skills., Team management focused on achieving campaign and...
Senior Agent
Bilingual customer service agent assisting clients from multiple companies under the Young America campaign., Ensured high-quality service and customer satisfaction.
Senior Sales Agent
Bilingual sales agent for U.S.-based clients (Blooms).
Senior Technical Support Agent
Bilingual technical support agent for U.S. clients (Linksys)., Advanced technical support for wireless internet equipment connections.
Junior Team Leader
Responsible for daily reporting to the supervisor., Managed a team of 15 customer service agents for the Dell campaign., Second-level escalation handling to ensure customer satisfaction.
Junior Agent
Bilingual customer service agent for Dell.
Floor Manager
Responsible for logistics, organization, and distribution of daily service installations (DirecTV and Dish Network)., Coordination of sales and marketing strategies for DirecTV and Dish Network.