Daime Perez
Miami,FL
Summary
Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Overview
10
10
years of professional experience
Work History
Customer Service Coordinator
Progressive Insurance
03.2023 - 03.2024
- Monitored and reported on trends in customer interaction to evaluate processes and capitalize on improvement opportunities.
- Explained charges, fees, terms of sales, and service agreements to over [Number] customers daily.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Maintained accurate and current customer account data with manual forms processing and digital information updates.
- Resolved concerns with products or services to help with retention and drive sales.
Customer Service Escalation Specialist
Alivi Medical
01.2022 - 03.2024
- Improved employee retention by adopting a new internal communications methodology and restructured employee benefits.
- Answered product and service questions, suggesting other offerings to attract potential customers.
- Provided primary customer support to internal and external customers.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
Customer Service Team Leader
Blue River Logistics
01.2018 - 10.2021
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Educated customers about billing, payment processing and support policies and procedures.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
Operations Manager
Four Towers Logistics
02.2014 - 11.2017
- Monitored market and negotiated rates based on trends
- Grew the business by 50% in the first year of employment.
- Identified and resolved unauthorized, unsafe, or ineffective practices.
- Set, enforced, and optimized internal policies to maintain responsiveness to demands.
- Negotiated contracts with vendors and suppliers to obtain best pricing and terms.
Education
Associate of Arts - Business Administration And Management
Keiser University
Miami, FL 05.2016
Skills
- Call center experience
- De-Escalation Techniques
- Complaint Handling
- Live chat support
- Escalation management
- Sales Support
- Remote Support
- Account Management
Languages
Spanish
Native or Bilingual
Timeline
Customer Service Coordinator
Progressive Insurance
03.2023 - 03.2024
Customer Service Escalation Specialist
Alivi Medical
01.2022 - 03.2024
Customer Service Team Leader
Blue River Logistics
01.2018 - 10.2021
Operations Manager
Four Towers Logistics
02.2014 - 11.2017
Associate of Arts - Business Administration And Management
Keiser University