- Provide support to the sales team engaging with the customers via email or phone. Highlighting promotions, responding to customers inquiries and guide the customers through the buying process. -Assist customers inquiries and complaints regarding any products purchased within the company and provide the solution that best fits their situation and needs.

Traveled to Jamaica for a month and a half to help open and grow a new customer service chat project. Exchanged ideas with our teammates in Jamaica on how to improve and align company standards. Learned a different culture and it allowed me to gain a valuable work experience and skills.

- Real-time analysis of the operation to ensure that any anomaly is promptly detected, reported and resolved to avoid inconveniences. - Plan and monitor activities of the production team with the primary objective of improving performance goals and schedule adherence. - Attention to complaints and escalations. - Development of frontline agents through 1:1 coaching. Oversee employees' performance, provide guidance, support, identify development needs, and manage the reciprocal relationship between staff and the organization so that each is successful.

Sales representative/team lead for medical insurance for customers that reside in the U.S. Acknowledge customers’ needs and provide them with the best plan that fits their needs. Provide mentoring and assistance to new employees, providing immediate feedback to management regarding new employees evaluations, and sales skills.

Functioned as Vacation planners and sales reservation specialist for an all-inclusive luxury resort chain. Assisted customers over the phone, email and chat platforms offering world class customer service prior, during and even after their vacation stay in aspects such as Hotel Stay, Flight tickets, Special preferences, VIP transportation services, payments, Confirmation Letters, Reservation Modifications, Refund and cancellation process, also collection of due payments.

- Real-time analysis of the operation to ensure that any anomaly is promptly detected, reported and resolved to avoid inconveniences. - Plan and monitor activities of the production team with the primary objective of improving performance goals and schedule adherence. - Attention to complaints and escalations. - Development of frontline agents through 1:1 coaching. Oversee employees' performance, provide guidance, support, identify development needs, and manage the reciprocal relationship between staff and the organization so that each is successful.

Sales quality auditor. Monitoring and analyzing the teams customers conversations. Ensure the teams are achieving their goals and the customers expectations within company standards. Pinpoint performance problems, coach effectively and improve quality standards.