2023 - Present
Customer Operations Specialist
- Managed customer reservations across phone, email, and chat channels, support inquiries, and road assistance requests, leading to measurable improvements in customer satisfaction.
- Reduced average case resolution time by 5 minutes through systematic process optimization and workflow automation. - Administered a ticketing system to accurately track and resolve customer issues, ensuring strict adherence to service-level agreements (SLAs).
- Designed and implemented a custom quotation website that cut processing time by 40%.
- Provided technical troubleshooting support for advanced reservation systems via chat and phone, enhancing service efficiency and customer experience.
- Generated detailed bills and quotations that supported both finance and customer service operations.
2021 - 2022
Sales Agent | Trainer
- Conceived and deployed an automated contract system, reducing customer processing time from 45 to 12 minutes per case.
- Trained new hires on telecommunications products, services, and effective sales strategies while supervising a high-performing sales team.
- Directed workflow optimizations that contributed to a sales increase ranging between 20% and 120% during tenure.
- Provided technical support and managed escalation procedures to enhance customer retention and satisfaction.
- Streamlined internal processes which improved team productivity and reduced response times.
2020 - 2021
Sales Representative | Supervisor
- Executed direct sales strategies and business development initiatives that expanded the customer base and increased revenue.
- Coordinated inventory management with distributors and maintained vendor relationships related to deliveries, warranty claims, and payment processing.
- Led and inspired a sales team, implementing performance improvement strategies that resulted in enhanced overall team performance.
