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Competencies
Demonstrated experience with Customer Success & Retention.
Demonstrated experience with Client Relationship Management.
Demonstrated experience with Team Leadership & Coaching.
Demonstrated experience with KPI & Performance Management.
Demonstrated experience with Escalation & Issue Resolution.
Education
Languages
Summary
Professional profile
Experience
Customer Service Supervisor
Led and coached teams of up to 25 representatives serving U.S. customers in English across customer service and sales.. Managed customer satisfaction (NSAT), Quality/QA, sales offer and conversion, AHT, attendance and adherence KPIs; translated results into coaching and action plans.. Used Excel, Power BI and Workforce Management reporting to identify trends and improve team execution.. Managed customer escalations while reinforcing compliant resolution practices, service quality and customer experience.. Conducted recurring coaching, QA reviews and performance follow-up to build accountability and consistent customer-facing standards.
Customer Service Representative
Served U.S. customers in English, resolving service needs, explaining solutions and identifying appropriate upsell opportunities while maintaining quality standards.. Promoted to Supervisor within six months based on performance and leadership potential.
Project Manager
Managed construction and real-estate projects from planning through delivery, coordinating timelines, budgets, contractors, suppliers and client expectations.. Maintained direct client relationships from active interest through delivery, providing follow-up, resolving questions and coordinating requirements.. Supported the sales team with proposals, client follow-up, technical guidance and FHA-related prequalification support.. Balanced client needs, quality, profitability and execution while coordinating stakeholders and resolving project issues.
Owner / Operations Manager / Fitness Coach
Managed day-to-day operations for a fitness business, combining staff leadership, coaching, sales, customer experience and financial oversight.. Built client relationships and retention initiatives while supporting membership growth through service and consultative selling.