Claudia Munoz
Lubbock,TX
Summary
Talented Team Leader experienced and dedicated to enhancing employee satisfaction and business success. Diplomatic and friendly with proven commitment to employee training. Hardworking team player bringing necessary experience and knowledge to tackle any operational demand.
Overview
9
9
years of professional experience
5
5
years of post-secondary education
Work History
Senior Coordinator Sales and Customer Service
Sixt Rent A Car
08.2022 - 10.2025
- Served as a bilingual customer service specialist attaining consumers, third party agents, and travel agents around the world
- De-escalated calls with a calm demeanor and knowledgeable service of problem resolution.
- Developed and implemented process improvements, streamlining workflows across departments
- Coordinated cross-functional teams to enhance project efficiency and communication
- Collaborated closely with executive leadership to develop strategic plans that aligned with the organization''s goals and objectives.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
Benefit Advisor
Alight
02.2022 - 08.2022
- Explained benefits to plan participants in easy to understand terms in order to educate each on available options.
- Resolved issues and inquiries from plan participants regarding health and welfare benefits and deductions through telephone and email.
- Implemented open enrollment system to streamline benefits processes for employees.
- Observed strict procedures to maintain data and plan participant confidentiality.
Call Center Team Leader
Plains Capital Bank
05.2019 - 04.2021
- Directed team of 13 associates handling customers calls.
- Coached team members regarding call strategy to effectively reach targets and foster customer retention.
- Encouraged team members to improve productivity and service levels by modeling correct behaviors and coaching employees
- Developed knowledge of products, processes and call center trends to provide recommendations for improved customer experience.
- Assisted in training, motivating and coaching team members to meet required center goals.
- Prioritized team and individual goals to effectively achieve business objectives.
- Provided knowledge and resources to prepare each team member for success and top performance.
- Participated in brainstorming sessions, providing feedback and executing new tactics to improve campaign and agent performance.
- Oversaw call-monitoring, coaching, performance and corrective action for all team members.
- Generated reports detailing metrics such as call times and satisfaction ratings.
- Handled advanced issues with calm, knowledgeable and professional approach.
Call Center Team Lead
The Chicago Lighthouse
04.2017 - 11.2018
- Directed team of 15 associates handling medical appointment calls.
- Served as customer service team lead to 50 to 60 call center agents by enforcing adherence to company policies, answering coworkers' questions and handling escalated issues.
- Encouraged team members to improve productivity and service levels by modeling correct behaviors and coaching employees.
- Attended weekly Business Leadership classes.
- Handled advanced issues with calm, knowledgeable and professional approach.
- Reported daily progress on customer issues to management.
- Generated reports outlining information such as call duration and customer satisfaction levels.
- Integrated process improvements continuously to increase overall workflow.
- Served as company's bilingual English and Spanish Customer Service Representative.
Education
Business Career Development -
National Latino Education Institute
Chicago, ILBatchler's degree -
Geoscience, Southern New Hampshire University
04.2023 - 08.2028
Skills
- Staff Training
- Program Promotion
- Reservation Coordination
- Employee Performance Reviews
- Microsoft Office
- Calm and Professional Under Pressure
- Document and Records Management
- Professional Relationships
- Interpretation and Translation Services
- Computer literate
- Conflict resolution
- Interpersonal skills
- Effective communication
- Phone and email etiquette
- Salesforce
Languages
Spanish
Native or Bilingual
Accomplishments
- Collaborated with the branch teams across the US in the development of Sixt+ Subscription.
- As a top customer service coordinator for the USA, I was invited to Germany. I was fortunate to visited our company headquarters alongside the top performers from around the globe and participated in the Octoberfest celebration in Munich.
- Successfully manage over 700 customer subscriptions across CA, NV, NM, AZ, CO, HI, NY and NJ by completing vehicle arrangements and customer retention with accuracy and efficiency.
Timeline
Batchler's degree -
Geoscience, Southern New Hampshire University
04.2023 - 08.2028
Senior Coordinator Sales and Customer Service
Sixt Rent A Car
08.2022 - 10.2025
Benefit Advisor
Alight
02.2022 - 08.2022
Call Center Team Leader
Plains Capital Bank
05.2019 - 04.2021
Call Center Team Lead
The Chicago Lighthouse
04.2017 - 11.2018
Business Career Development -
National Latino Education Institute