Open To Work
Isaiah Herrera
Wawa
Orlando,FL
Work Preference
Job Search Status:
Open to workDesired Job Title
Lead SupervisorCustomer Service SupervisorNight Time ManagerWork Type
Full TimePart TimeContract WorkGig WorkConsultingVolunteerSeasonal WorkLocation Preference
On-SiteRemoteLocation:
Orlando, FLOpen to relocation:
YesImportant To Me
Career advancementHealthcare benefitsPaid time off401k matchTeam Building / Company RetreatsCompany CultureSummary
Versatile supervisor with strong communication, problem solving, and team building skills. Background includes training new hires, monitoring metrics, and coordinating daily work to meet service and safety standards. Known for steady leadership, customer focus, and practical improvements that support team success.
1
Language
5
years of professional experience
Work History
Superisor
3 Years 4 Months- Coached representatives on service standards, policies, and call handling.
- Resolved escalated customer issues with clear communication and sound judgment.
- Monitored service queue activity and routed cases by priority.
- Trained new hires on company procedures and service expectations.
- Prepared service reports and shared updates with management.
- Assisted customers with product inquiries and resolving complaints promptly and professionally.
- Established rapport with customers and team members to foster a collaborative and supportive work environment.
- Ensured all customer inquiries were handled in accordance with company standards and regulations.
- Evaluated employee performance to provide constructive feedback and encourage continuous improvement.
- Monitored customer service performance metrics, such as call response times, resolution rates, and customer satisfaction ratings.
- Provided guidance and support to junior customer service representatives, including coaching and mentoring.
- Collaborated closely with upper management on projects involving new initiatives or improvements within the department.
- Maintained knowledge of company products and services to promptly resolve complaints and concerns.
- Set clear expectations and helped employees pursue optimal paths for achieving each target.
- Guided employees in handling difficult or complex problems.
- Discussed job performance problems with employees, identifying causes and issues to find solutions.
- Consulted with managers to resolve problems relating to employee performance, office equipment and work schedules.
- Supported customer service team operations and daily support workflows.
Lead Foreman
1 Year 1 Month- Supervised fence installation crews on residential and commercial project sites.
- Coordinated daily team activities to enhance on-site productivity and efficiency.
- Delegated tasks effectively, ensuring all team members understood their responsibilities.
- Trained crew members on fence layout, post setting, and hardware use.
- Inspected work quality for alignment, spacing, and code compliance.
- Implemented safety protocols to maintain compliance with industry regulations.
- Conducted regular safety audits, identifying and mitigating potential hazards.
- Performed thorough inspections of materials, ensuring readiness for installation.
- Built strong client relationships by addressing concerns and providing timely project updates.
- Facilitated clear communication with clients to ensure project expectations were met.
- Created comprehensive project plans, aligning team efforts with client goals.
- Managed and upheld service contracts with customers to ensure satisfaction and project continuity.
- Implemented cost-saving measures that improved operational efficiency by 20%.
- Developed strategies to increase productivity while reducing costs associated with production processes.
Languages
Spanish
Professional
Education
High School Diploma
Skills
Customer service
Queue management
Performance metrics
Service reporting
Workforce planning
Performance management
Operational management
Quality control
Team supervision
Staff management
Team building
Team engagement
Strategic planning
Conflict resolution
Problem solving
Effective communication
Multitasking
Priority management
Supply chain management
Priority management
Timeline
Superisor
Wawa
2023.06 - Current
Lead Foreman
Paramount Fence
2022.01 - 2023.02
Colonial High School
High School Diploma