Seasoned professional with over 10 years in customer service, technical support, and program management within banking, insurance, and financial industries. Skilled in launching service lines, developing incentive programs, and leading diverse teams to achieve operational goals.
Provided technical, medical, dental, and financial support to diverse customer bases ensuring satisfaction and retention.
Led cross-functional teams to launch and manage multiple service lines, focusing on performance metrics and operational efficiency.
Managed supervisors and development programs, fostering leadership skills and team accountability.
Created incentive plans and action strategies aligned with budgets and KPIs to boost team performance.
Stream
Manage and resolve technical issues to ensure customer satisfaction, Customer retention to reduce the service cancellation rate
Teleperformance
Coordinate medical and dental appointments for patients based on availability and needs, Provide information about medical and dental coverage to insured members.
NSOutsourcing
Lead Chat and Email service lines, overseeing daily operations and performance., Develop and coach new supervisors, ensuring strong leadership and accountability., Manage employee performance and KPIs while fostering an efficient, collaborative work culture.
Santander Bank of North America
Led the launch of multiple service lines, including Fraud, Disputes, and Online Banking Support., Designed and implemented incentive programs aligned with assigned budgets., Developed action plans to improve and sustain KPIs and service quality.
Bachelor's Degree
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Strengthened client relationships during program launches and growth phases, ensuring ongoing satisfaction.
GM Financial / General Motors
Appointed to lead the launch of General Motors Financial’s first collections service line in the Dominican Republic., Created incentive programs and KPI-driven action plans., Strengthened and consolidated client relationships during program growth.
Farmers Insurance
Managed administrative service lines supporting home and auto insurance processing., Worked with hybrid teams (on-site and remote)., Developed incentive plans based on service-line budgets and implemented KPI improvement strategies.
Santander Consumer USA
Supervised 5 team supervisors across English and Spanish collections lines in auto finance., Trained and developed supervisors in employee management, corrective actions, and development plans., Provided program support including payroll, incentives, and resolution of formal customer complaints.
Santander Consumer USA
Handled inbound and outbound collections calls., Managed account collections, coverage assistance, and internal department support.
