Oscar - Customer Service & Sales Manager with 8+ years in Retail and Tech Support

Provided technical troubleshooting and high-quality bilingual customer support across multiple channels, maintaining high CSAT and FCR scores.

Coached sales team members on techniques, developed sales processes, and managed client portfolios to foster growth and retention.

Utilized Zendesk, Salesforce, and Google Workspace for case documentation, CRM management, and team coordination.

Managed extensive client accounts, enhanced relationships, and improved customer retention rates through strategic engagement.

Led and developed a high-performing team of 10 sales agents, driving strategies for new customer acquisition and recurring revenue growth., Designed and implemented scalable sales processes that contributed directly to the company's expansion from small to medium enterprise within three...

Achieved 95%+ CSAT scores and maintained First Call Resolution (FCR) above 90%. Handled 50+ daily interactions while adhering to SLAs. Reduced escalations by 15% through proactive issue resolution., Delivered bilingual customer service support via phone and digital channels., Addressed billing,...

Resolved 95% of customer inquiries without escalation. Recognized for quality assurance scores exceeding team average by 10%., Provided technical troubleshooting for consumer electronics, including cameras, doorbells, and smart home devices., Managed case documentation, ticketing systems, and...