Bilingual customer service and vendor relations professional with vast leadership and execution experience. Proven track record in developing strategies that enhance customer satisfaction and drive business growth.

Expertise in staff hiring, on-boarding, training, and performance evaluation, with a focus on team building and continuous improvement.  Strong commitment to fostering customer satisfaction, loyalty, and retention.

Roles

Director of Service Provider Network & Operations 

Call Center Manager/Call Center Supervisor/Deputy Director of Service Provider Network/Documents Compliance Manager/Operations Supervisor/ Quality Control/Quality Assurance Administrator III/Call Center Team Lead 

Programs

Roadside Assistance, Home Assistance, Medical Assistance, Travel Insurance, Warranty Services, Collections, etc.

Teams

Customer Service Representatives, Service Assistance Agents, Vendor Relations Managers, Account Payables Representatives, & Product Knowledge/Support Agents.

Locations

United States of America (Miami, Fl/Columbus, GA), Canada, Mexico, Puerto Rico, Spain, Argentina, El Salvador, & Nicaragua

 

Workplaces

On-Site (Miami-Dade & Broward Counties), Hybrid (South, Central, & SW Florida) & Remote (Home Office- sound proof).

Ability to travel domestic or international with very short prior notice. US Passport expires in 2036).

 

SKILLS

Call Center Management

Call Center Management

Operational Efficiency

Data Analysis & Process Improvement

Goal Setting & Procedures Implementation

Call Scripting/ Upselling Techniques

Customer Retention Initiatives

Attention to Details

Project Management

Inter-Departmental Collaboration/Reporting

Customer Experience Optimization

Forecasting & Projecting (Data Driven Strategies)

Safety, Inclusiveness, & Compliance

Leadership

Leadership

Training, On-boarding, & Development

Team Building

De-escalation/Conflict Resolution

Effective Coaching & Mentoring

Active Listening

Monitoring & Enhancing Team Performance

KPI's Setting, Achievement, & Reporting

Optimal Workforce Management

Team Engagement & Motivation

Accountability

Positive Work Environment

Systems

Systems

CRM

Microsoft Office

Zendesk

ServiceNow

Operating Systems

Communication Software

Survey Platforms

Softphone/VoIP & Other Tepphny Technology

IVR/CTI