Alexander LLano
Miami
Summary
Dynamic Back Office Supervisor at Continuum Global Services with a proven track record in process improvement and team leadership. Skilled in data analysis and performance monitoring, I excel at enhancing operational efficiency while fostering a collaborative environment. Committed to delivering exceptional results through effective communication and training initiatives.
Overview
7
7
years of professional experience
Work History
Back Office Supervisor
Continuum Global Services
11.2023 - 05.2025
- Team Supervision: Oversee and manage the back-office team, ensuring all tasks are completed accurately and on time.
- Process Improvement: Implement best practices to enhance efficiency and productivity within team.
- Training and Mentoring: Train and mentor team members, providing guidance and support to help them develop their skills.
- Issue Resolution: Handle escalations and resolve issues promptly to maintain smooth operations.
- Collaboration: Work closely with other departments to support overall business objectives and ensure seamless workflow.
- Performance Monitoring: Monitor and evaluate team performance, providing feedback and implementing corrective actions as needed.
- Documentation and Reporting: Maintain accurate records and documentation and prepare reports for senior management.
- Compliance: Ensure compliance with company policies and procedures.
- Project Management: Oversee project processing, ensuring timely delivery and coordination among team members.
- Customer Service: Ensure a high level of customer service is maintained by the team.
- Data Management: Manage and maintain data integrity, ensuring accurate and efficient data handling.
- Resource Allocation: Manage team schedules and workload distribution to optimize productivity.
- Continuous Improvement: Stay updated with industry trends and best practices, and continuously seek way to improve team performance and processes.
Customer Service Supervisor
Conduent
07.2021 - 11.2023
- Team Leadership: Supervised a team of customer service representatives, ensuring adherence to company policies and procedures.
- Performance Monitoring: Monitored team performance, providing feedback and coaching to improve efficiency and customer satisfaction.
- Issue Escalation: Managed escalated cases, ensuring timely and effective resolutions.
- Training and Development: Conducted training sessions for new hires and ongoing training for existing staff to enhance their skills and knowledge.
- Reporting: Prepared and presented reports on team performance, customer feedback, and service metrics to senior management.
- Process Improvement: Identified areas for process improvement and implemented changes to enhance service delivery.
- Conflict Resolution: Addressed and resolved conflicts within the team and with customers, maintaining a positive work environment.
Customer Experience Representative
Samsung USA
05.2018 - 07.2021
- Customer Advocate: Acted as a customer advocate, collaborating with internal teams to resolve issues promptly.
- Case Management: Handled incoming cases, escalating when necessary to ensure timely resolutions.
- Multichannel Support: Responded to customer inquiries via phone, chat, and email, maintaining high efficiency.
- Documentation: Documented customer interactions and solutions in the case management system.
- Customer Updates: Kept customers informed about critical updates and system changes.
- Technical Troubleshooting: Engaged with customers to troubleshoot basic technical issues and provide insights on products and services.
- Industry Knowledge: Gained experience in physical security and access control, with proficiency in electronics, networking (TCP/IP), and a keen interest in cloud technology, SaaS, and IoT.
- Service Orientation: Demonstrated a strong service orientation with a passion for delivering exceptional customer experiences.
- Multitasking and Teamwork: Ability to multitask, work independently, and contribute effectively to a team.
- Communication Skills: Excellent written and verbal communication skills with a knack for research.
- Bilingual Fluency: Bilingual fluency in English and Spanish (if applicable).
- CRM Proficiency: Familiarity with Salesforce or similar CRM platforms.
Education
GED -
Google
Online07-2021
GED -
University of Florida
Gainesville, FL07-2013
Customer Service Professional -
Skills
- Fraud Detection and Prevention
- Data Analysis
- Regulatory Compliance
- Risk Assessment
- Training and Development
- Analytical Thinking
- Communication
- Attention to Detail
- MS Office
- Excel
- Team supervision
- Process improvement
- Issue resolution
- Performance monitoring
- Documentation and reporting
- Data management
- Project management
- Training and mentoring
- Critical thinking
- Effective communication
- Bilingual communication
- Interdepartmental communications
- Motivational skills
- Organizational leadership
- Process management
- Task delegation
- Office operations
- Procedure implementation
- Workflow optimization
- Billing support
- Document control
- Meeting coordination
- Report generation
References
Available Upon Request.
Closing Statement
I am looking forward to speaking with you, as soon as possible.
Languages
English
Native/ Bilingual
Spanish
Native/ Bilingual
Timeline
Back Office Supervisor
Continuum Global Services
11.2023 - 05.2025
Customer Service Supervisor
Conduent
07.2021 - 11.2023
Customer Experience Representative
Samsung USA
05.2018 - 07.2021
GED -
Google
GED -
University of Florida
Customer Service Professional -
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