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 History

Work History
Jul 2014 - Nov 2015

Operations Manager

Alorica Inc

 Recruit, train and supervise 4+ Team Managers and around 115 tech support agents. Create an environment of teamwork and high productivity for individuals within the Samsung SEA IM Campaign. Coach and develop personnel to ensure the compliance of all policies and procedures required for daily tasks.

Apr 2014 - Jun 2014

Office Manager

Oasis Human Data Services

Maintains office services by organizing office operations and procedures; preparing payroll; controlling correspondence; reviewing and approving supply requisitions; assigning and monitoring clerical functions. Maintain office efficiency by planning and implementing office systems, layouts, and equipment procurement. Design and implement office policies by establishing standards and procedures; measuring results against standards; making necessary adjustments. Complete operational requirements by scheduling and assigning employees; following up on work results. Maintain office staff by recruiting, selecting, orienting, and training employees. Maintains office staff job results by coaching, counseling, and disciplining employees; planning, monitoring, and appraising job results.

Jun 2011 - Mar 2014

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 2010 - Jan 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 2007 - Nov 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 2006 - Mar 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

Education
2012 - 2012

Leadership and Supervision

INFOTEP

 

2002 - 2006

Bachelor's Degree in Advertisement

Universidad APEC

Graduated with honors

1996 - 2002

GED in Business Administration

Politecnico Angeles Custodios
2000 - 2001

Technician in Computer Science/ Business/ Office Automation

CENTU

Skills

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