Doris Munoz
Magna
Summary
Results-driven Customer Service Supervisor with over 10 years of experience in customer service and team leadership. Adept at fostering a positive and productive work environment, enhancing customer satisfaction, and optimizing operational efficiency. Proven ability to lead, train, and develop high-performing teams while implementing process improvements to drive success. Experienced in chat team setup, social media management, and handling escalated emails. Seeking to leverage leadership and expertise in the Customer Service Supervisor role at Posit.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Customer Care Specialist
Nav Tech
12.2024 - Current
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Utilize Salesforce, Five9, Slack, and other platforms to track customer interactions and improve service efficiency.
- Took ownership of customers issues to follow problems through to resolution.
- Collaborate with internal teams using Confluence, Lattice, and Jira to streamline processes and enhance customer experience.
- Provided customers with detailed information on company products, services and materials.
- Responded to customer inquiries via phone, email and web-based platforms.
- Document customer interactions with detailed notes to ensure service continuity.
- Advise and guide customers in making informed financial decisions.
- Simplify complex processes and financial concepts to enhance customer understanding.
Customer Experience Supervisor
Quip.
11.2019 - 07.2023
- Led a high-performing customer service team, fostering professional growth and ensuring superior customer interactions.
- Provided coaching and motivation, improving employee engagement and performance.
- Managed team operations, including hiring, goal-setting, performance reviews, and payroll processing.
- Addressed customer inquiries via chat and email, ensuring timely issue resolution.
- Enhanced the quality of client interactions by regularly updating reference materials used by staff during consultations and troubleshooting scenarios.
- Mentored new hires in best practices for exceptional customer service delivery, setting them up for success from day one on the job.
- Achieved high levels of customer retention through proactive outreach efforts and diligent follow-up on issues or concerns.
- Implemented creative incentives for team members that fostered healthy competition and drove performance improvements, resulting in increased customer satisfaction rates.
- Established and managed a chat support team to improve response times and engagement.
- Oversaw escalated emails and social media inquiries, ensuring prompt issue resolution.
Customer Service Agent
Discover Card Financial Services
06.2013 - 09.2019
- Delivered high-quality customer support via phone, email, and chat, ensuring timely issue resolution.
- Utilized strong problem-solving and communication skills to address customer inquiries and account concerns.
- Managed interactions using CRM platforms such as Orion, Freshchat, eSolutions, Link’d, and Jabber.
- Assisted with IT and web support, troubleshooting technical issues for a seamless customer experience.
Education
No Degree - Master Medical Esthetician
NIMA
South Jordan, UT03-2024
Cosmetology - Cosmetology/barber
Sherman Kendall's Academy of Beauty Arts and Science
Midvale, UT01.2008
High School -
Cottonwood High School
Murray, UT01.2006
Skills
- Strong verbal communication
- Problem resolution
- Process improvement
- Organization
- Salesforce
- Word
- PowerPoint
- Slack
- Scheduling
- Process implementation
- Team Leadership
- Public speaking
- Supervision
- MS Office
- Team building
- Team management
- Interpersonal communication
- Written communication
- Customer service
- Conflict resolution
- Payroll
- Self-motivated
- Time management
- Adaptability and flexibility
Certification
Credit and Lending
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Customer Care Specialist
Nav Tech
12.2024 - Current
Customer Experience Supervisor
Quip.
11.2019 - 07.2023
Customer Service Agent
Discover Card Financial Services
06.2013 - 09.2019
Cosmetology - Cosmetology/barber
Sherman Kendall's Academy of Beauty Arts and Science
No Degree - Master Medical Esthetician
NIMA
High School -
Cottonwood High School
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