Summary
Overview
Work History
Education
Skills
Timeline
Generic

Guerlyne Nelson

Hollywood,FL

Summary

  • Over 12 Years of experience in Technical Service/Customer Service. 3 Years’ experience as a Customer Service Supervisor, leading a team of 15+ customer service representatives, providing guidance, training, and support to ensure high-quality service delivery.
  • Proven track record of meeting and exceeding performance targets, including service level agreements (SLAs) and key performance indicators (KPIs).
  • Proficient in call center technologies and software, including CRM systems, workforce management tools, and call routing systems.
  • Conducted performance evaluations, provided feedback, and recognized top-performing agents, fostering a culture of high performance and employee engagement.
  • Prepared and presented regular reports on call center performance, including key metrics, trends, and improvement recommendations, to senior management.
  • Collaborated with other departments, such as Quality Assurance and IT, to address system issues, streamline processes, and enhance overall call center performance.

Overview

13
13
years of professional experience

Work History

Customer Service Supervisor

Teleperformance
, FL
07.2020 - 06.2023
  • Managed team of 15+ employees monitoring their productivity, providing technical guidance and staff development.
  • Monitored individual and team results to identify and act on positive and negative performance trends to ensure attainment of revenue goals and performance targets.
  • Monitored and analyzed call center performance metrics to identify areas for improvement and implemented process enhancements that reduce average call handling time by 20%.
  • Conducted regular coaching and training sessions to enhance team’s product knowledge, customer service skills, and call-handling efficiency.
  • Developed and implemented call center policies and procedures, ensuring compliance with company standards and regulatory requirements.

Driver Trainer

Amazon
, FL
10.2019 - 03.2021
  • Conducted new hire training on multiple routes with preferred work methods and safety.
  • Developed and implemented training materials and course updates.
  • Evaluated performance of assigned personnel and provided corrective actions for trainees during simulator training.
  • Conducted test screenings for driver candidates and tabulated results.
  • Maintained regulatory compliance documentation to promote safety and compliance culture.

Tech Support Representative

Teleperformance
, FL
11.2010 - 07.2020
  • Provided technical support to customers via phone, email, and chat, ensuring prompt and accurate resolution of issues.
  • Diagnosed and resolved hardware and software problems, including troubleshooting network connectivity, operating system errors, and software compatibility issues.
  • Documented customer interactions, technical solutions, and troubleshooting steps accurately in CRM system.
  • Utilized CRM software to track customer interactions, follow up on escalated issues, and maintain accurate customer records.
  • Escalated complex issues to senior technicians or appropriate departments for resolution.

Education

High School Diploma -

North Miami Beach High School
North Miami Beach, FL
07.2005

Skills

  • Leadership and team management
  • Call center operations and technologies
  • Customer Relationship Management
  • Contact Management Systems
  • Customer service and issue resolution
  • Performance management and coaching
  • Training and development
  • Workflow optimization and process improvement

Timeline

Customer Service Supervisor

Teleperformance
07.2020 - 06.2023

Driver Trainer

Amazon
10.2019 - 03.2021

Tech Support Representative

Teleperformance
11.2010 - 07.2020

High School Diploma -

North Miami Beach High School

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Guerlyne Nelson