Handled an average of 60–80 inbound and outbound calls daily, including service requests, scheduling, and follow-ups, ensuring prompt response and customer satisfaction. Coordinated daily schedules for multiple field technicians, balancing workload, travel time, and customer priorities to maximize efficiency. Maintained accurate, detailed records in the company database, ensuring service logs, appointments, and inventory needs were updated in real time. Promoted and sold system upgrades and maintenance protection plans, contributing to revenue growth and client retention. Provided bilingual (English/Spanish) support and over-the-phone technical troubleshooting, helping clients resolve issues quickly and reducing repeat service calls. Followed up on incomplete or pending service calls, coordinating return trips, and confirming resolution to maintain service quality standards. Collaborated with the service, sales, and inventory departments to streamline communication, minimize delays, and ensure timely completion of all work orders. Recognized for maintaining exceptional customer satisfaction scores and consistently meeting or exceeding the dispatch response time goal

Coordinated daily schedules for multiple field technicians, balancing workload, travel time, and customer priorities to maximize efficiency. Maintained accurate, detailed records in the company database, ensuring service logs, appointments, and inventory needs were updated in real time. Promoted and sold system upgrades and maintenance protection plans, contributing to revenue growth and client retention. Handled an average of 60–80 inbound and outbound calls daily, including service requests, scheduling, and follow-ups, ensuring prompt response and customer satisfaction.

Supervised Quality performance in daily activities such as Monitoring and Real-Time Feedback sessions. Provided weekly feedback sessions to each assigned Production agent, reporting for managers. In charge of creating quality insurance guidelines and parameters to measure the remote agents based on the company's needs.

Maintained 95%+ QA compliance across evaluations. Coached 20 agents weekly with structured performance plans. Performed 50–60 weekly call audits driving KPI improvements. Developed QA forms and guidelines for new LOB launches. Boosted customer satisfaction and supported revenue growth. Supported sales success across Residential, B2B & Appointment Setting.

Appointment setters will be responsible for identifying potential clients, reaching them on the phone, and scheduling an appointment for a sales representative for a follow-up. Tracked quality trends office-wide, reporting all areas of opportunity to Production Managers.

Supervised Quality performance in daily activities such as Monitoring and Real-Time Feedback sessions. Provided weekly feedback sessions to each assigned Production agent, reporting for managers. In charge of creating quality insurance guidelines and parameters to measure the remote agents based on the company's needs.

Sales Experience on RESIDENTIAL, B2B, Appointment Setter.

Coordinated the logistics and transportation of international merchandise with the international vendors.

Coordinated the logistic and transportation of international merchandise.

Developed and maintained strong relationships with key clients, leading to repeat business and referrals. Trained and mentored junior sales staff, improving team performance. Supervised Quality performance in daily activities such as Monitoring and Real-Time; Provided weekly feedback sessions to each assigned Production agent, reporting for managers.

Helped with selection and reassignment of employees.

Human resources and recruitment officer, helped with selection and reassignment of employees.

Helped with selection and reassignment of employees.