Summary
Overview
Work History
Education
Skills
Interests
Timeline
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Diana Velez

Customer Service Manager
The Woodlands,United States

Summary

Goal-oriented Customer Service Manager with 14 years of experience in leadership roles. Detail-focused and driven to help employees succeed in meeting and exceeding sales goals. Charming salesperson skilled in communication and collaboration for best-in-class service.

Overview

14
14
years of professional experience
7
7
years of post-secondary education
2
2
Languages

Work History

Customer Service Manager

VG Catering Services
Bogota, Bogota, Colombia
02.2008 - 02.2022
  • Introduced higher standards for customer service and increased efficiency by streamlining operations.
  • Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
  • Exceeded team goals and collaborated with staff members to implement customer service initiatives.
  • Completed special projects by using effective decision making, critical thinking and time management skills.
  • Collected customer feedback and made process changes to exceed customer satisfaction goals.
  • Generated customer satisfaction surveys to analyze results into action plans.
  • Researched and corrected customer concerns to promote company loyalty.
  • Monitored customer service operations to assess agent performance and provide feedback.
  • Kept accurate records to document customer service actions and discussions.
  • Developed service procedures, policies and standards.
  • Took ownership of customer issues and followed problems through to resolution.

Education

Bachelor of Arts - International Business

Politecnico Grancolombiano University
Bogota, Colombia
02.2002 - 08.2007

Specialist - Hotels & Restaurants Management

Universidad Externado
Bogota, Colombia
05.2011 - 06.2012

No Degree - Customer Service Management

Bogota Chamber of Commerce
Bogota, Colombia
05.2001 -

No Degree - Gastronomy

Mariano Moreno Institute
Buenos Aires, Argentina
05.2001 -

Skills

Inter-department collaboration

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Interests

Parenting

Traveling

Cooking

Hiking

Timeline

Specialist - Hotels & Restaurants Management

Universidad Externado
05.2011 - 06.2012

Customer Service Manager

VG Catering Services
02.2008 - 02.2022

Bachelor of Arts - International Business

Politecnico Grancolombiano University
02.2002 - 08.2007

No Degree - Customer Service Management

Bogota Chamber of Commerce
05.2001 -

No Degree - Gastronomy

Mariano Moreno Institute
05.2001 -

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Diana VelezCustomer Service Manager