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Customer Support Leader with 10+ years in B2B and B2C environments
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Competencies
Directed initiatives to improve customer satisfaction and NPS metrics across multiple roles.
Supervised and mentored teams, implementing structured coaching for performance enhancement.
Handled daily operations, HR processes, and logistics, ensuring adherence to SOPs and policies.
Utilized performance metrics and analytics to identify operational opportunities and optimize KPIs.
Managed sales metrics, offer-to-sale, and account growth for SMB clients at Dell and TXU Energy.
Education
Languages
Summary
Experienced in managing customer support teams, operational processes, and HR functions. Skilled in coaching, performance analysis, and strategic improvement initiatives across diverse organizations.
Key Achievements
- Led high-performance teams at Foundever Panama, achieving improved CSAT scores and operational consistency.
- Managed HR and operations at Insignia Resources, handling payroll, disciplinary actions, and staff logistics.
- Recognized as Top Coach during campaign ramp-up at Capital One, contributing to onboarding and KPI setting.
Experience
Assistant Manager
Managed daily attendance tracking, schedule adherence, and agent support through WhatsApp Business., Supported payroll processing, overtime control, vacation management, and monthly bonus payouts., Coordinated disciplinary actions, PIPs, and action plans in alignment with Operations Managers and...
Senior Customer Support Supervisor
Led high-performing teams focused on customer satisfaction, ownership, and advocacy., Designed and implemented strategies to improve CSAT and operational consistency., Drove skill enhancement and performance optimization through structured coaching.
Lead Senior Supervisor
Managed operations supporting HR administration, health benefits, 401k, and retirement services., Implemented customer-centric strategies to maintain high satisfaction levels., Ensured consistent knowledge transfer and performance excellence.
Senior Customer Supervisor
Managed NPS-driven performance initiatives., Grow Point & Leadership Academy expert., Multiple Coach of the Month recognitions for top performance.
Senior Coach (Ramp-Up Assignment)
Selected to support campaign ramp-up at partner site., Assisted leadership with KPI definition and performance standards., Recognized as Top Coach during ramp-up phase.
Senior Customer Supervisor
Oversaw sales close rates, offer-to-sale metrics, and NPS performance., Grow Point & Leadership Academy expert.
Senior Sales Coach
Identified operational opportunities using analytics and performance metrics., Managed close rates, NPS, and sales effectiveness., Handled timecards and payroll using Kronos.
Risk & Fraud Analyst
Reviewed and approved high-value financial transactions., Ensured fraud prevention and compliance standards.
SMB Sales Consultant (Caribbean & South America)
Sales and account management for small and medium-sized businesses.