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Customer Service & Sales Manager with 8+ years in Retail and Tech Support
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Competencies
Provided technical troubleshooting and high-quality bilingual customer support across multiple channels, maintaining high CSAT and FCR scores.
Coached sales team members on techniques, developed sales processes, and managed client portfolios to foster growth and retention.
Utilized Zendesk, Salesforce, and Google Workspace for case documentation, CRM management, and team coordination.
Managed extensive client accounts, enhanced relationships, and improved customer retention rates through strategic engagement.
Education
Languages
Summary
Experienced manager and customer support specialist skilled in team leadership, technical troubleshooting, and client relationship management across retail, tech, and finance sectors. Proven ability to enhance customer satisfaction, streamline processes, and drive growth.
Key Achievements
- Led and developed a team of 10 sales agents, driving customer acquisition and revenue growth.
- Designed scalable sales processes that supported company expansion from small to medium enterprise within three years.
- Managed over 400 key client accounts, improving retention through proactive engagement and strategic account management.
Experience
Manager Assistant / Sales Rep. / Customer Service
Led and developed a high-performing team of 10 sales agents, driving strategies for new customer acquisition and recurring revenue growth., Designed and implemented scalable sales processes that contributed directly to the company's expansion from small to medium enterprise within three...
Customer Support Representative (Walmart US)
Achieved 95%+ CSAT scores and maintained First Call Resolution (FCR) above 90%. Handled 50+ daily interactions while adhering to SLAs. Reduced escalations by 15% through proactive issue resolution., Delivered bilingual customer service support via phone and digital channels., Addressed billing,...
Customer Service Representative (Google Nest)
Resolved 95% of customer inquiries without escalation. Recognized for quality assurance scores exceeding team average by 10%., Provided technical troubleshooting for consumer electronics, including cameras, doorbells, and smart home devices., Managed case documentation, ticketing systems, and...
Customer Support Representative (Netspend)
Delivered high-quality bilingual (English/Spanish) customer support via phone for a U.S.-based prepaid debit card program, ensuring consistent customer satisfaction and brand loyalty., Expertly resolved complex customer issues including disputed charges, unauthorized transactions, pending charge...