Experienced customer service and operations manager with a strong background in team supervision, process development, and client relations across retail and contact center environments.
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.
Ikal Artesanías
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.
Pigmento Aesthetic Salon
Responsible for appointment scheduling and customer service for the Pigmento chain of aesthetic salons.
Cubecorp / Byte Tech
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...
Cubecorp / Byte Tech
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...
Commercial Diploma
High School Equivalency Diploma (USA)
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Provided bilingual technical support for wireless equipment and conducted sales for satellite TV services.
Cubecorp / Byte Tech
Bilingual customer service agent assisting clients from multiple companies under the Young America campaign., Ensured high-quality service and customer satisfaction.
Cubecorp / Byte Tech
Bilingual sales agent for U.S.-based clients (Blooms).
Cubecorp / Byte Tech
Bilingual technical support agent for U.S. clients (Linksys)., Advanced technical support for wireless internet equipment connections.
Teleperformance
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.
Teleperformance
Bilingual customer service agent for Dell.
Antenna Star of New York
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.
