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Jose
Customer Service Supervisor with over 10 years of experience in client support and operations management
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Competencies
Extensive experience supervising customer support teams, ensuring service excellence and operational efficiency.
Skilled in managing route operations, improving workflows, and ensuring punctuality and compliance.
Proven ability to lead, train, and evaluate teams to meet performance and quality standards.
Experience in analyzing reports and implementing best practices to optimize workflows.
Provided translation support in healthcare settings, facilitating clear communication and client understanding.
Education
Languages
Summary
Dedicated professional with over a decade of experience in customer service, operations management, and team leadership across diverse industries. Skilled in process optimization, client support, and team development.
Key Achievements
- Led and supervised over 30 agents, scaling up to 65 during peak seasons, ensuring high performance and customer satisfaction.
- Improved operational workflows by implementing data-driven processes, enhancing route efficiency and compliance.
- Supported healthcare members with claims and benefits inquiries, ensuring accurate processing and translation assistance.
- Managed team performance through regular reviews and training, boosting service quality and staff development.
- Oversaw cashier operations and inventory control, maintaining compliance and delivering excellent customer service.
Experience
Customer Service Supervisor
Supervised 30+ agents during regular season and up to 65 during peak season, overseeing order entry, phone support, refunds, and sales authorizations., Conducted annual performance reviews, developed training programs, and maintained direct communication with schools and national sales representatives., Collaborated with cross-functional departments to resolve escalated issues and ensure on-time delivery of customer orders.
Customer Advocate
Supported Health Care Service Corporation (HCSC) members with inquiries regarding claims, benefits, deductibles, and provider networks., Processed claim adjustments and provided translation assistance for various HCSC services.
Route Operations Manager / System Analyst
Directed 6 Route Supervisors and managed 45 bus drivers, ensuring punctuality, efficiency, and route compliance., Improved operational workflows by introducing data-driven processes and internal communication protocols., Led recruitment, training, and performance management initiatives for transportation personnel.
FONACOT Sales Agent
Promoted FONACOT financial programs to companies across Yucatán, guiding clients through credit options and eligibility requirements.
Lead Cashier / Shift Supervisor
Oversaw cashier operations and inventory control, supervising up to two cashiers per shift., Ensured compliance with store procedures and provided excellent customer service.
Lead Driver
Managed a crew of six workers, ensuring timely service delivery and maintaining client satisfaction.