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Competencies
Demonstrated experience with Live Transfers.
Demonstrated experience with Lead Qualification.
Demonstrated experience with Objection Handling.
Demonstrated experience with Upselling.
Demonstrated experience with Deal Retention.
Education
Languages
Summary
Professional profile
Experience
Customer Service / Reservations Agent
Dominate high-volume booking operations, maintaining a top-tier 98% Quality Assurance score across inbound customer channels.. Drive revenue expansion by closing 18%+ upsell opportunities on eligible reservation and itinerary packages.. Secure and manage high-value payment transactions adhering strictly to PCI-DSS compliance and financial data protocols.. Streamline multi-channel booking systems, reducing account processing time while preserving accuracy and service quality.
Technical Support & Retention Specialist
Spearheaded technical dispute and device resolution, achieving an 89% First Contact Resolution (FCR) rate.. Protected account retention by resolving connectivity and hardware bottlenecks, holding a 94% Customer Satisfaction (CSAT) rating.. Standardized step-by-step troubleshooting protocols that cut client churn and product return rates.
Senior Sales Representative & Quality Auditor
Executed high-precision prospect qualification, achieving an 88% successful lead transfer rate to insurance carriers.. Audited live calls and managed QA metrics across agent cohorts, running coaching programs that elevated average team scores by 25%.. Enforced compliance, language accuracy, and call-control frameworks across high-volume outbound campaigns.
Operations & Collections Specialist
Directed aggressive portfolio collection efforts, achieving an 85%+ account recovery rate from homeowners and insurance providers.. Optimized field logistics and dispatch workflows for technical crews, maintaining 100% schedule efficiency across job sites.
Move Specialist & Sales Representative
Executed high-conversion inbound/outbound concierge calls, achieving a 28%+ package conversion rate on utility, home security, and warranty products.. Outperformed individual cross-sell and retention targets month-over-month.
Sales Representative & Quality Auditor
Surpassed monthly lead qualification targets by 20%, generating top-tier transfer volume for partner insurance carriers.. Designed and delivered targeted 1-on-1 coaching models that systematically eliminated script deviations and improved agent conversion metrics.
Customer Service Supervisor
Led call center coordinators to achieve 96% SLA compliance and meet strict handling-time targets across high-volume queues.. Authored and deployed a Basic Troubleshooting (BTS) framework, cutting technical escalation resolution time by 35%.. Handled executive-level customer escalations, maintaining an 88% client retention rate on escalated disputes.
Production Administrator
Oversaw cross-functional operational metrics, tracking materials and financial KPIs with a 99% reporting accuracy rate.
Legal Department Manager
Managed legal collection operations, boosting department debt-recovery yields by 22%.. Trained legal advisors in advanced negotiation tactics, compliance frameworks, and portfolio preservation strategies.
Team Supervisor
Supervised front-line customer representatives, driving team performance to sustain a 92%+ average quality score.