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Customer Service and Program Support Specialist with 10+ years in Financial and Tech Industries
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Competencies
Provided technical, medical, dental, and financial support to diverse customer bases ensuring satisfaction and retention.
Led cross-functional teams to launch and manage multiple service lines, focusing on performance metrics and operational efficiency.
Managed supervisors and development programs, fostering leadership skills and team accountability.
Created incentive plans and action strategies aligned with budgets and KPIs to boost team performance.
Strengthened client relationships during program launches and growth phases, ensuring ongoing satisfaction.
Education
Languages
Summary
Seasoned professional with over 10 years in customer service, technical support, and program management within banking, insurance, and financial industries. Skilled in launching service lines, developing incentive programs, and leading diverse teams to achieve operational goals.
Key Achievements
- Led the launch of multiple service lines including Fraud, Disputes, Online Banking Support, and Collections at major financial institutions.
- Developed and implemented KPI-driven incentive programs that supported operational growth and service quality improvement.
- Supervised and trained teams across multilingual environments, enhancing team performance and customer satisfaction.
Experience
Customer Service - Technical support - Retention
Manage and resolve technical issues to ensure customer satisfaction, Customer retention to reduce the service cancellation rate
Medical & Dental support
Coordinate medical and dental appointments for patients based on availability and needs, Provide information about medical and dental coverage to insured members.
Manager
Lead Chat and Email service lines, overseeing daily operations and performance., Develop and coach new supervisors, ensuring strong leadership and accountability., Manage employee performance and KPIs while fostering an efficient, collaborative work culture.
Program Manager
Led the launch of multiple service lines, including Fraud, Disputes, and Online Banking Support., Designed and implemented incentive programs aligned with assigned budgets., Developed action plans to improve and sustain KPIs and service quality.
Program Manager
Appointed to lead the launch of General Motors Financial’s first collections service line in the Dominican Republic., Created incentive programs and KPI-driven action plans., Strengthened and consolidated client relationships during program growth.
Program Manager
Managed administrative service lines supporting home and auto insurance processing., Worked with hybrid teams (on-site and remote)., Developed incentive plans based on service-line budgets and implemented KPI improvement strategies.
Senior Supervisor
Supervised 5 team supervisors across English and Spanish collections lines in auto finance., Trained and developed supervisors in employee management, corrective actions, and development plans., Provided program support including payroll, incentives, and resolution of formal customer complaints.
Collections Agent
Handled inbound and outbound collections calls., Managed account collections, coverage assistance, and internal department support.