Microsoft Office Suite
Amós Díaz
Plano,TX
Summary
Experienced Customer Service Supervisor bringing 10 years of quality performance in customer support supervisory roles. Skilled in mentoring team members to deliver exceptional service and building team morale through effective communication and positive performance feedback. Accustomed to defusing customer dissatisfaction and managing competing priorities with superior results.
Overview
12
12
years of professional experience
10
10
years of post-secondary education
3
3
Certifications
2
2
Languages
Work History
Bilingual License Insurance Agent
Sigo Seguros
04.2024 - Current
- Maintained high standards of customer service by building relationships with clients.
- Identified potential risks in client businesses and recommended appropriate insurance coverage.
- Responded to customer calls swiftly to resolve issues and answer questions.
- Determined client needs and financial situations by listening and scheduling fact-finding appointments.
- Built relationships with clients using active listening and issue resolution to provide excellent service.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Responded to customer requests for products, services, and company information.
- Maintained accurate records of client interactions, ensuring consistency in follow-ups and long-term relationship building.
- Utilized CRM systems for tracking leads, managing customer information, and prioritizing daily tasks efficiently.
- Exceeded personal sales goals by leveraging persuasive communication skills and product knowledge expertise.
- Educated potential clients on product offerings, demonstrating value proposition and driving interest in company services.
- Worked closely with other team members to optimize sales strategies and achieve regional goals.
- Managed escalated calls with diplomacy, successfully deescalating situations while ensuring satisfactory resolutions for both parties involved.
- Generated new business through outbound calling, consistently meeting or exceeding monthly auto insurance sales targets.
- Offered accurate and compliant explanations of policy coverages in accordance with state insurance regulations.
Call Center Operations Supervisor
Telesolutions
08.2018 - 11.2023
- Oversaw employee performance to foster accurate prioritization and achievement of sales and productivity goals.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Supervised 11 direct Administrative in providing excellent customer service to agents requiring assistance for difficult calls, monitoring, technological problems and monthly monitoring.
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Developed and maintained relationships with customers and suppliers through account development.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Communicated clearly with employees, suppliers and stakeholders to keep everyone on same page and working toward established business goals.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Introduced standardized training for cohesive learning environments.
- Recruited and trained new members of call center team.
Call Center and Customer Service Supervisor
Nazareno Services Inc.
07.2013 - 08.2018
- Actively supported service associates by quickly responding to questions via phone and email and finding appropriate solutions to customer issues.
- Supervised 25 agents in providing excellent customer service to clients requiring assistance in complains, product, technological problems and delivery dates.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Coached employees through day-to-day work and complex problems.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Coached team members to deliver hospitable, professional service while adhering to set service models.
- Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
- Established calm environment for dispute settlement, utilizing conflict resolution techniques to reach agreements to contentious issues.
- Empowered front desk staff by promoting a supportive work environment and recognizing individual achievements, resulting in increased morale and productivity.
- Communicated regularly with management on front desk performance, identifying areas for improvement or growth opportunities.
Education
Master of Arts - Public Relations
University of The Sacred Heart
San Juan, PR 08.2010 - 05.2015
Certificate in The European Communication - Public Relations
School of Communications
Pamplona,Navarra Spain 11.2014 - 12.2014
BBA - Business Communications
Pontifical Catholic University of Puerto Rico
Ponce, PR 08.2005 - 05.2010
Skills
Call Center Knowledge
Able to lead large groups of people
Excellent written and verbal communications
Strong work Ethic
Sound problems -solving skills and proactive efforts in seeking
Strong interpersonal relationship
Customer Relations
Complaint Handling
Coaching and Mentoring
Training delivery
Teamwork and Collaboration
Key Performance Indicators
Software
Microsoft Dynamics 2010 and 2013
Incontact
Ring Central
Sharpen
ADP
Hubspot
Air Call
Heymarket
Certification
Public Relations License - R-1125
Timeline
General Lines Agent - Property and Casualty License No: 3205721 Issue Date: 07/23/2024 Expiration Date: 07/31/2026
07-2024
Bilingual License Insurance Agent
Sigo Seguros
04.2024 - Current
Public Relations License - R-1125
07-2021
Customer Service Training - 2019 to 2022
05-2019
Call Center Operations Supervisor
Telesolutions
08.2018 - 11.2023
Certificate in The European Communication - Public Relations
School of Communications
11.2014 - 12.2014
Call Center and Customer Service Supervisor
Nazareno Services Inc.
07.2013 - 08.2018
Master of Arts - Public Relations
University of The Sacred Heart
08.2010 - 05.2015
BBA - Business Communications
Pontifical Catholic University of Puerto Rico
08.2005 - 05.2010
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