Angely Hernandez
Hialeah
Summary
Dedicated and results-driven customer service supervisor with 7 years of experience leading high-performing teams to deliver exceptional customer experiences. Proven track record of improving customer satisfaction, reducing complaints, and increasing team efficiency. Skilled in conflict resolution, performance management, and process improvement. Adept at leveraging technology to drive business results. Committed to fostering a positive work culture and developing the skills and expertise of team members. Ready to bring my expertise and passion for customer satisfaction to a new challenge.
Overview
7
7
years of professional experience
Work History
Customer Service & Scholarship Sales Supervisor
Ocaquatics Swim School
01.2017 - Current
- Provided top-notch service to 3000+ customers via phone, email, and chat, ensuring a 95% satisfaction rate
- Supervised a team of customer service representatives, providing guidance, coaching, and performance evaluations while ensuring exceptional customer service delivery.
- Successfully managed customer service operations, achieving high customer satisfaction ratings and efficient issue resolution while working from home.
- Developed and implemented training programs for new hires and existing staff, resulting in improved customer service metrics and team growth while working remotely.
- Proficient in virtual collaboration tools like Zoom, Google, Microsoft, ensuring seamless communication and productivity while working remotely.
- Developed and enforced policies and procedures for compliance with company policies.
- Worked jointly with team members to assist with closing sales, cross-selling and upselling of products and services.
Education
High School Diploma -
Miami Lakes Educational Center
Miami, FL01.2017
Skills
- Customer Service
- Communication
- Leadership
- Team-Work
- Problem Solving
- Analytical
- Bilingual
- Organization
- Versatility
- Proficiency
- Technology
References
- Ashley H., 786-487-1486
- Grecy C., 786-227-7782
- Daniel S., 786-354-0035
Languages
Spanish
Native or Bilingual
English
Full Professional
Timeline
Customer Service & Scholarship Sales Supervisor
Ocaquatics Swim School
01.2017 - Current
High School Diploma -
Miami Lakes Educational Center