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Ruben
Customer Service Manager with 8+ years in retail & e-commerce
Contacto
Competencias
Applied a service-first mindset across roles, ensuring high-quality solutions and positive customer interactions.
Directed teams, mentored high-potential agents, and led training sessions to drive operational growth.
Set KPIs, monitored agent performance, and implemented strategies to optimize team productivity.
Utilized advanced Excel skills for performance benchmarking, reporting, and operational analysis.
Engaged with stakeholders, advocated for customer needs, and aligned service strategies with organizational goals.
Educacion
Idiomas
Resumen
Experienced customer service leader with over 8 years in retail and e-commerce sectors. Skilled in team management, process improvement, and delivering exceptional customer experiences. Adept at mentoring teams, implementing strategic initiatives, and leveraging data analysis to drive performance...
Logros Clave
- Led a team at Best Buy, standardizing service excellence and mentoring agents for leadership growth.
- Applied customer obsession principles at Amazon, resolving complex inquiries and ensuring a positive brand experience.
- Developed and supported high-quality customer service solutions, demonstrating strong discipline and knowledge.
Experiencia
Customer Obsession
Applied a service-first mindset to deliver high-quality solutions and ensure a positive brand experience through efficient inquiry resolution., Demonstrated high discipline and knowledge to develop and provide support., Utilized 'Ownership' and de-escalation skills to identify...
Team Manager
Directed a team of agents through 'Step-by-Step' action plans and real-time feedback to meet and exceed client-specific KPIs., Led weekly sessions to standardize service excellence and ensure 100% information integrity across all customer interactions., Identified and mentored...