Jacqueline Del Barrio

The Department Head of CSR, Customer Service, Representatives, and Sales Support is responsible for overseeing and managing all aspects of the customer service and sales support departments. This role involves developing and implementing strategies to enhance customer satisfaction, leading a team of customer service representatives, and ensuring seamless sales support operations.

Key Responsibilities:

• Leadership and Management:
• Lead, mentor, and develop a team of customer service representatives and sales support staff.
• Set performance goals and conduct regular performance reviews.
• Foster a positive and collaborative team environment.
• Customer Service Excellence:
• Develop and implement customer service policies and procedures.
• Handle escalated customer issues and ensure timely resolution.
• Monitor customer service metrics and implement improvements as needed.
• Sales Support:
• Oversee the sales support team to ensure efficient order processing and customer inquiries.
• Collaborate with the sales team to provide necessary support and resources.
• Ensure accurate and timely communication between sales and customer service teams.
• Strategic Planning:
• Develop and execute strategies to improve customer satisfaction and loyalty.
• Analyze customer feedback and market trends to identify areas for improvement.
• Implement initiatives to enhance the overall customer experience.
• Training and Development:
• Design and conduct training programs for customer service and sales support staff.
• Stay updated on industry best practices and incorporate them into training sessions.
• Ensure staff are knowledgeable about products, services, and company policies.
• Reporting and Analysis:
• Prepare and present regular reports on customer service and sales support performance.
• Analyze data to identify trends and areas for improvement.
• Provide insights and recommendations to senior management.

Qualifications:

• Experience:
• Over 26 years of experience in customer service and sales support roles.
• Proven experience in a leadership or managerial position.
• Skills:
• Strong leadership and team management skills.
• Excellent communication and interpersonal skills.
• Ability to handle escalated customer issues with professionalism.
• Proficiency in Roll Master software, Microsoft Office Suite, and multiple vendor portals such as Supply Pro, Vendor Suite.
• Strong analytical and problem-solving abilities.

Personal Attributes:

• Customer-focused mindset.
• Ability to work under pressure and meet deadlines.
• Strong organizational skills and attention to detail.
• Positive attitude and a proactive approach to problem-solving.

• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Responded to customer requests for products, services, and company information.
• Developed strong product knowledge to provide informed recommendations based on individual customer needs.
• Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
• Delivered prompt service to prioritize customer needs.
• Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
• Managed timely and effective replacement of damaged or missing products.
• Cross-trained and backed up other customer service managers.
• Identified and resolved discrepancies and errors in customer selections.
• Managed approximately 10 homes and customer selections per day from customers.

• Collaborated with senior management to develop strategic initiatives and long term goals.
• Negotiated high-value contracts that maximized profitability while mitigating risks for organization.
• Developed new revenue streams by identifying growth opportunities and forging strategic partnerships with key industry players.
• Identified opportunities to improve business process flows and productivity.
• Launched new products or services in various markets by conducting comprehensive market research studies and tailoring offerings based on customer needs analysis.
• Established and maintained strong relationships with customers, vendors and strategic partners.
• Represented organization at industry conferences and events.
• Monitored key business risks and established risk management procedures.
• Collaborated with legal, accounting and other professional teams to review and maintain compliance with regulations.
• Managed financial, operational and human resources to optimize business performance.
• Maintained P&L and shouldered corporate fiscal responsibility.
• Managed & maintained commercial sales for franchise owners.