Farah Del Sol Fernandez Polanco
Los Alamos,Rep. Dom.
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
20
20
years of professional experience
Work History
Senior Team Leader
Synergies
03.2020 - 05.2025
- Set clear team goals and delegated tasks and set deadlines.
- Produced weekly, daily and monthly activity reports and forecasts.
- Mentored junior team members, providing guidance and support to enhance their career progression.
- Promoted a collaborative work environment, encouraging open communication among team members for better problem-solving abilities.
- Achieved customer satisfaction targets consistently by ensuring timely delivery of high-quality products or services according to specifications.
Team Leader
Synergies
05.2016 - 03.2020
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Managed conflict resolution among team members, fostering a positive and collaborative work environment.
- Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
Customer Service Representative
Synergies
03.2013 - 05.2016
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Business Office Manager
Edenorte Dominicana
10.2010 - 12.2012
- Coordinated staff schedules, adjusting workloads to maximize productivity and meet deadlines.
- Established workflow processes, monitored daily productivity, and implemented modifications to improve overall performance of personnel.
- Conducted performance evaluations for employees, identifying areas for improvement and providing constructive feedback.
- Improved workflow efficiency by streamlining office processes and implementing new software solutions.
Senior Collections Officer
Edenorte Dominicana
03.2008 - 10.2010
- Improved collections efficiency by implementing streamlined processes and procedures for the team.
- Collaborated on collection and dispute resolution issues.
- Reduced outstanding receivables by devising customized repayment plans for clients in financial distress.
Customer Service Representative Team Lead
Edenorte Dominicana
03.2007 - 03.2008
- Provided ongoing support to team members through mentoring, coaching, and skill development sessions.
- Monitored team metrics, identifying opportunities for improvement and implementing targeted coaching plans.
- Supervised large teams with guidance, support and direction for high-quality customer care.
Customer Service Representative
Edenorte Dominicana
03.2005 - 12.2007
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Responded to customer requests for products, services, and company information.
Education
High School Diploma -
Industrial Polytechnic Institute of Santiago
09-2005
Business Administration Degree
Technological University of Santiago (UTESA)
11-2011
Skills
- Advanced english
- Customer service management
- Teamwork and collaboration
- Problem-solving
- Attention to detail
- Team motivation
- Verbal and written communication
- Flexible schedule
- Work Planning and Prioritization
- Team building
- Overseeing daily activities
- Analytical thinking
- Strategic planning
Timeline
Senior Team Leader
Synergies
03.2020 - 05.2025
Team Leader
Synergies
05.2016 - 03.2020
Customer Service Representative
Synergies
03.2013 - 05.2016
Business Office Manager
Edenorte Dominicana
10.2010 - 12.2012
Senior Collections Officer
Edenorte Dominicana
03.2008 - 10.2010
Customer Service Representative Team Lead
Edenorte Dominicana
03.2007 - 03.2008
Customer Service Representative
Edenorte Dominicana
03.2005 - 12.2007
High School Diploma -
Industrial Polytechnic Institute of Santiago
Business Administration Degree
Technological University of Santiago (UTESA)
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