Dedicated customer service professional with extensive experience in the banking, energy, and utilities industries, skilled in team supervision, bilingual support, and quality assurance.
Handled customer inquiries, issues, and resolved complaints across banking, utilities, and energy sectors.
Supervised call center agents, provided coaching, and managed performance evaluations to ensure quality.
Provided support in both English and Spanish, facilitating effective communication with diverse customers.
Conducted call monitoring, scoring, and feedback to ensure agent compliance with policies.
JP Morgan Chase
Take ownership of each customer while empathizing and prioritizing customer needs., Engage in interactive dialogue with customer through active listening., Identify causes and work on resolving problems., Multitasking with different tools (computer programs and hardware) during calls to perform job needs., Provide customer service in English and Spanish language.
Faneuil, Inc.
Supervise and provide support to customer service employees to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems on daily basis., Provide employees with guidance in handling difficult or complex problems and resolve escalated complaints., Discuss job performance problems with employees to identify causes and work on resolving problems., Monitor Agents calls live doing side by side with the agents to ensure quality goal is met, providing coaching and feedback to agents., Complete quality evaluations, and attend calibration sessions.
Teleperformance Services
Listen and score agents calls to make sure agents are under compliance of company policies., Provide feedback to agents., Develop coaching plans with supervisor., Fill quality reports at the end of the day., Listen live call of agents providing instant feedback.
Computer Network Administrator
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Utilized CRM, call monitoring, and various software tools to support customer service activities.
FPL Energy Services
Provide Customer service to existing and new customer confirming service orders., Provide additional services and process sales orders in the system., Clerk duties (filing, completing sales reports, and emails).
Tampa Electric Teco
Provide Customer service to existing and new customer confirming service orders for Electric service., Costume to high call volume., Help Customer with inquiries Regarding with credit issue and billing., Office Duties.
Office Depot
Assist customers with questions about Furniture and Technology department., Provide information about place order online from customers., Enroll Customer to Office Depot rewards program., Warehouse experience receiving merchandise loading and unloading pallets from the trucks., Organizing inventory and store procedures.
