Download PDF

Summary

Dedicated customer service manager with 5+ years of experience in Customer Service/Technical Support for variety of top brand products and businesses with skills on coaching, developing and supervising team individuals to drive them to success.  Highly motivated and Goal-oriented individual. Proficiency in computer use (Microsoft Work, PowerPoint, Excel, and Outlook); Problem solving and analytical skills. Excellent communication (both oral and written) and managing personnel skills. 

Work experience

Sept 2016Current

Call Center Coordinator

BMI Companies

Train agents on the use of the system as well as on all other functions; recommends training or education as necessary
Execute all Workforce Management tasks necessary to optimize the operations of the Call Center.
Generate reports on agent productivity and call center functionality as well as analyze statistics on workforce management reports in order to take appropriate measures to increase productivity and reduce costs.

Jun 2011Nov 2015

Operations Manager

Alorica Inc.

Recruit, train and supervise 4+ Team Managers and around 115 tech support agents. Create an environment of team work and high productivity for individuals within the Samsung Canada/ America Campaigns. Coach and develop personnel to ensure the compliance of all policies and procedures required for daily tasks.

Feb 2010Jan 2011

Assistant Store Manager

Bona, S.A.

Place orders periodically, taking into account the sales flow and/or production. Perform balancing of the store's merchandise to check and control product stock; monitor quality of service and product; prepare cash box and bank deposits ranging; ensure the cleanliness and organization of the store to provide an excellent customerservice experience; perform next to the store Manager employees' weekly schedule; evaluate next to Store Manager staff performance; Trace the guidelines about different mechanisms to control and reduce costs and expenses; inventory management and/or equipment.

Mar 2007Nov 2009

Reservations Assistant

Grupo Piñero

Create, modify and/ or cancel all local and international reservations. Update in the system all sales forecast sent by the Tour Operators. Generate and send a Hotel Sales Report to keep all departments involved updated about the daily occupation.

Mar 2006Mar 2007

Customer Service Representative

Stream Global Services, Santo Domingo

Support Professional Customer Service Representative for Sirius Satellite Radio. Assist customers with installation of new services. Respond all customer inquiries about billing and system issues. Provide assistance with troubleshooting and technical issues.

 

Education

2016Current

MBA Management and Productivity

Universidad APEC
20122012

Leadership and Supervision

INFOTEP

 

20022006

Bachelor's Degree in Advertisement

Universidad APEC

Graduated with honors

19962002

GED in Business Administration

Politecnico Angeles Custodios
20002001

Technician in Computer Science/ Business/ Office Automation

CENTU

Skills

Customer Satisfaction Enhancement

Complaint Handling & Resolution

Customer Service Management

Front-end Supervision

Reporting Skills Management

Inventory Control

Events planning and organization

References

  • Jeff Santana, Sr. Operations Manager (Alorica) 809-747-9375 
  • Yesenia Garcia, HR Manager  (Alorica) 829-470-4050 
  • Wanda Espinal, Sales Manager (Bona, S.A.) 809-274-7492
  • Sergio Saavedra, Reservations Director (Grupo Piñero) 809-552-1444 Ext 13242