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Esteban
Customer Experience Supervisor with 10+ years in Service & Support
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Competencies
Managed policy servicing, case resolution, and compliance reviews across multiple roles.
Designed and implemented performance metrics, coaching, and operational improvements for teams.
Analyzed workflow data, trends, and risks to inform decision-making and improve service delivery.
Delivered compliant technical and customer support in high-volume, SLA-driven environments.
Led frontline teams, developed KPIs, and improved employee retention through coaching.
Education
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Summary
Proven leadership in customer experience, policy servicing, and team management across high-volume environments. Skilled in process optimization, data analysis, and stakeholder collaboration to enhance service quality and compliance.
Key Achievements
- Led servicing operations at CR Spark, ensuring accuracy, compliance, and SLA adherence.
- Built KPI dashboards and improved workflow efficiency in customer support roles.
- Reduced employee attrition from 25% to under 5% at HP through structured coaching and engagement.
Experience
Senior Customer Experience Supervisor
Led day-to-day policy- and procedure-driven servicing operations, ensuring accuracy, timeliness, and strict adherence to internal controls and compliance standards., Team Manager ensuring leadership coverage, workload prioritization, team support, and continuous SLA attainment., Designed and...
Technical Customer Support Agent (Remote)
Delivered accurate, compliant customer and technical support within a highly structured, SLA- and KPI-driven environment., Applied standardized troubleshooting, documentation, and escalation procedures to protect data integrity and service quality., Maintained consistent performance under high...
Service Manager (Remote)
Supported end-to-end servicing operations across omnichannel environments, consistently meeting SLA, productivity, and quality targets., Reduced response time for real-time alerts by changing the internal steps for the Support Operation Procedures., Built KPI dashboards and operational reports in...
Customer Support & Operations Associate / Investigation Specialist
Performed detailed policy-based investigations, data validation, and compliance reviews in a highly regulated environment., Identified servicing trends, risks, and anomalies; escalated findings and recommended corrective and preventive actions., Ensured strict adherence to documentation, audit, and...
Escalation Management
Metric analyzing and action planning to meet SLA’s for MPS top accounts for the North American Region.
Onsite Coordinator and Dispatch Supervisor
Led, coached, and developed frontline teams, consistently exceeding SLA, quality, and customer satisfaction targets., Implemented performance management frameworks including KPI dashboards, coaching plans, and corrective actions., Piloted projects to implement the Next Business Day dispatch mapping...