CHANTEL NEGRON
Exit Realty Premier
South Ozone Park,USA
1
Certification
30
years of professional experience
Customer Care Operations Leader with extensive experience managing remote customer support environments, BPO partnerships, and internal customer service teams. Proven ability to lead high-performing teams, oversee large-scale customer operations, and drive improvements across voice, chat, and email support channels. Experienced in managing 5,000+ inbound customer interactions weekly, leading teams of up to 50 agents, and leveraging KPIs, SLAs, CSAT, NPS, and quality metrics to improve customer experience and operational performance. Skilled in workforce management collaboration, process optimization, AI-powered customer support solutions, CRM platforms, and cross-functional partnerships to enhance service delivery, team engagement, and business outcomes.
Work History
Customer Care Support Manager
4 Years 5 Months- Successfully managed all customer care operations in a fully remote environment, providing day-to-day leadership for BPO agent overseeing workforce management, operational performance, quality assurance, and cross-functional collaboration to deliver exceptional customer experiences.
- Directed outsourced BPO operations and an internal customer support team, overseeing more than 5,000 inbound customer calls weekly across voice, chat, and email support while coordinating cross-functional workflows to ensure timely order processing, production readiness, customer fulfillment, and consistent achievement of operational and customer service objectives.
- Supported a team of up to 50 BPO customer service agents, providing performance management, coaching, escalation support, and ongoing development to foster accountability, engagement, and high-performing teams.
- Aligned with workforce management functions, including staff scheduling, capacity planning, and call volume forecasting, to optimize agent coverage, meet SLA targets, improve response times, and support efficient daily operations.
- Monitored and analyzed operational performance metrics, including KPIs, SLAs, response times, CSAT, NPS, and quality trends, leveraging data to improve service delivery, customer experience, and team performance.
- Delivered training, coaching, and quality assurance initiatives that enhanced agent performance, improved first-contact resolution, and strengthened the overall quality of customer interactions.
- Implemented process improvements and operational best practices that streamlined workflows, strengthened quality assurance standards, reduced customer resolution times, and improved operational efficiency.
- Utilized AI-powered customer support technologies, including chatbots, voice bots, AI-generated call transcripts, AI quality monitoring, and AI knowledge bases, to improve agent performance, accelerate customer resolutions, enhance quality assurance, and optimize the customer experience.
- Partnered with BPO leadership and cross-functional teams to align operational strategies, communicate customer insights, and implement continuous improvements that supported business objectives and elevated customer service performance.
- Conducted regular performance reviews using quality monitoring, operational reporting, AI-generated insights, and customer feedback to identify coaching opportunities, recognize high performance, and drive continuous improvement.
- Leveraged NetSuite, Salesforce, Salesforce Digital Engagement, Live-Person to manage customer cases, monitor team performance, analyze operational data, and support informed business decisions.
Real Estate Sales Agent
8 Years 3 Months- Managed the negotiation process for commercial and residential real estate transactions, ensuring compliance with industry regulations and client objectives.
- Negotiated property sales agreements to meet client objectives and maximize profitability.
- Performed market analysis to deliver precise pricing strategies and highlight investment opportunities.
- Identified client requirements and financial parameters to streamline home search process.
- Conducted property walkthrough to clarify home features and articulate market value.
- Oversaw sales contract negotiations and ensured prompt resolution of client inquiries to support business objectives.
- Acted as intermediary between bank mortgage lender and attorney, advocating for client needs throughout the process.
Real Estate Sales Agent
5 Years 5 Months- Guided clients through the buying and selling process, ensuring compliance with local regulations and industry standards.
- Cultivated strong relationships with clients, resulting in repeat business and referrals through exceptional service delivery.
- Analyzed market trends to advise clients on optimal timing for property investments or sales decisions.
Call Center Manager
14 Years 11 Months- Promoted to oversee inbound/outbound customer service center, while continuing to manage new business acquisition
- Supervise staff of 50 + handling 16,500 inbound and outbound calls per week. Administer $5.5M budget.
- Effectively met all quality goals during period where call volume increased more than 100%.
- Streamlined workflow and reduced operational costs through effective scheduling aligned with workflow changes.
- Saved $250,000 per year by assisting in the relocation of call center and eliminating outside phone room.
- Enhanced productivity by assisting in implementing state-of-the-art Tele-Direct Predictive Dialer system.
- Analyzed call metrics to identify trends, optimizing workflow and resource allocation.
- Fostered a collaborative environment, mentoring team leaders to improve employee engagement and retention.
- Implemented quality assurance protocols, resulting in improved customer satisfaction ratings.
- Reduced average handling time with the development of comprehensive agent scripts and troubleshooting guides.
- Analyzed customer feedback to identify improvement opportunities and develop action plans.
- Established and oversaw performance targets for call center associates.
- Evaluated data to identify trends and determine customer service needs.
- Improved customer satisfaction ratings by implementing effective call center strategies and employee training programs.
- Improved average hold times, resolution rates and satisfaction scores through staff development.
- Recruited, trained and onboarded new agents, maintaining exceptional service standards.
- Conducted performance reviews for staff members to reduce resolution times and improve customer satisfaction ratings.
- Enhanced team performance, providing regular coaching sessions and constructive feedback for continuous improvement.
Home Delivery Sales Rep
6 Years- Increased new Home Delivery accounts from 50 to 100 per week on average.
- Boosted revenue growth by increasing recurring card payments by 20% through enhanced payment processes.
- Reduced cost per order by nearly 50% through developing in-house promotions and streamlining sales efforts.
- Expanded business in home delivery sector by managing daily operations and implementing targeted sales programs.
Education
No Degree
Skills
Customer relationship management
Customer relations
Customer retention strategies
Team management
Training and mentoring
Delegation and supervision
Team building
Conflict resolution
Schedule management
Cloud collaboration tools
Collaboration tools
Microsoft Office proficiency
Accomplishments
- Successfully led remote customer care operations supporting 5,000+ inbound customer calls weekly across voice, chat, and email channels while maintaining service quality, operational efficiency, and customer satisfaction objectives.
- Managed and developed a high-performing BPO customer support team of up to 50 agents, driving accountability, engagement, and performance through coaching, quality monitoring, feedback, and structured performance management.
- Improved customer experience and operational outcomes by leveraging KPIs, SLAs, CSAT, NPS, and quality metrics to identify performance trends, implement improvements, and enhance service delivery.
- Advanced customer support capabilities through the use of AI-powered solutions, including chatbots, voice bots, AI-generated call transcripts, AI quality monitoring, and AI knowledge bases, improving agent effectiveness, quality assurance, and customer resolution processes.
- Strengthened remote customer operations through cross-functional collaboration with Workforce Management, BPO leadership, and internal business teams to optimize staffing, improve workflows, support operational initiatives, and deliver consistent customer service results.
Certification
- Leadership Training
- Tele – Direct Predictive Dialer Certification
- Long Island Board of Realtors Salesperson Course
Interests
Member of LIBOR and National Association of Realtors
DIY and Home Improvement
Learning new cooking techniques and expanding my culinary skills.
Documenting and sharing travel experiences.
Timeline
Customer Care Support Manager
Brilliant Earth
02.2022 - 07.2026Read More
Real Estate Sales Agent
Keller Williams Realty
11.2018 - 04.2024Read More
Real Estate Sales Agent
Exit Realty Premier
04.2018 - CurrentRead More
Call Center Manager
New York Daily News
06.2003 - 05.2018Read More
Home Delivery Sales Rep
New York Daily News
01.1997 - 01.2003Read More
Kingsborough Community College
No Degree
Read More
Core competencies include
- Call Center Management
- Business Development
- Staff Training/Mentoring
- Budget & Cost Control
- Employee Retention
- Customer Relations
- Promotion & Sales
- Call Forecasting