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Customer Service Supervisor with 5+ years in team & social media management
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Competencies
Directed teams of up to 18 members in customer service environments, overseeing performance, operations, and support.
Managed social media accounts including content creation, posting, and customer interaction for online brand presence.
Supervised customer service calls, resolved escalated issues, and supported agents to ensure quality service.
Prepared reports and monitored KPIs to assess team and campaign performance.
Handled payroll, billing, and labor relations in operational roles.
Education
Languages
Summary
Seasoned supervisor with extensive experience managing customer service teams, social media accounts, and operational reports in diverse environments.
Key Achievements
- Led a team of 18 customer service agents managing escalated issues and payroll at STARTEK.
- Supervised a department responsible for VIP customer service and social media at ASI Network.
- Managed KPIs, team results, and reports for campaigns at KM2 SOLUTIONS.
Experience
Collections Supervisor
Responsible of the results from my team (11 agents assigned) including KPIs and goal stablished by the client, taking supervisor calls and solving accounts., Responsible of reports of the whole campaign assigned by manager.
Customer Service and Marketing Supervisor
Responsible of the results from my department, taking care of VIP customers and leading my team to success., In charge of all social medias such as Instagram, Facebook and Twitter, doing arts for the pages, posting every day and answering any request from all social media messages.
Customer Service Representative
Follow-up of claims, queries and order entry for brand manufacturers such as: Guess, JC Penney, Kohl’s, MGM Resorts, Patagonia, UA, Nike, Adidas among others.
Customer Service Agent
Responsible of taking calls, solving all customers inquires, explaining bills and troubleshooting when necessary.
Customer Service Support
Responsible for giving support to all the agents from the team I was assigned as well taking escalated calls when necessary.
Customer Service Team Leader
Responsible of a team of 18 members, dealing with customers, escalated situations, attending to management meetings on daily basis, solving all kind of issues from the customer service part and managing all the payroll and human resources part from my team.
Operations Department
Administration Dept. – payroll responsible, billing and labor relations.