Led and supervised a bilingual customer support team, ensuring high performance and quality service delivery. Developed and delivered onboarding training sessions, ongoing coaching, and performance evaluations. Created and analyzed detailed reports to track KPIs, SLA compliance, and team productivity using Excel and Google Sheets. Managed team schedules, coordinated meetings, and oversaw calendar and inbox management for internal leadership. Provided frontline support when needed, stepping into the agent role during high-volume periods or escalations. Implemented process improvements to enhance customer satisfaction and streamline workflows. Collaborated with cross-functional teams, ensuring smooth communication and alignment on company goals.

Delivered customer retention services and handled escalated concerns with professionalism. Maintained accurate records and provided regular updates to stakeholders.

Provided administrative and customer service support to clients and staff during peak tax season. Managed email correspondence, appointment scheduling, and customer inquiries efficiently.

Handled multi-channel customer inquiries with professionalism and efficiency. Maintained high customer satisfaction scores through empathy and product knowledge.

Achieved sales targets consistently (hotel reservations) and provided tailored solutions to customer needs. Maintained detailed knowledge of products and services.

Delivered high-quality customer service in both English and Spanish for multiple clients. Managed high call volumes with excellent professionalism.