Javier Flores
San Antonio,TX
Summary
Experienced SaaS Customer Service Manager with 5 years of experience in leading and managing a team of customer service representatives to achieve improvements in customer satisfaction ratings. Successfully developed and implemented new customer service policies and procedures resulting in a reduced customer contacts and improved team efficiency. Skilled in working with cross-functional teams to resolve complex customer issues. A motivating leader that is effective in onboarding, training, developing, and coaching team members to ensure SLA's and KPI's are consistently met and exceeded.
Overview
17
17
years of professional experience
Work History
Customer Service Team Manager
Amazon Web Services
11.2021 - Current
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Resolved product or service problems by clarifying customer's complaint, determining cause of problem and selecting best solution to solve immediate problems and implement long term resolutions when needed.
- Assumed ownership and improved team productivity by implementing and improving work flow processes resulting in meeting or exceeding quality service goals.
- Onboarded, trained, developed, and coached employees in a professional and motivating manner.
Product Support Supervisor
Expedia Group/Vrbo
09.2019 - 11.2021
- Oversees day-to-day operations of product support staff for Escapia & Glad To Have You software
- Upholds support teams to strict SLA for all support customer issues, consistently exceed customer CSAT and NPS scores. Upholds team to strict KPI's set during quarterly goal sessions.
- Participates in weekly product leadership team meetings providing input from support and customer satisfaction standpoint.
- Coordinates with product management, sales, implementation, training, and marketing teams regarding functional changes to software products
Product Support Team Lead
HomeAway Software
05.2016 - 08.2019
- Identified complex support delivery issues where analysis of situations and data are needed to identify issues and areas of improvement
- Successfully and strategically improve customer support through process and training improvements through consults with managers on support delivery goals, operations, and planning
- Tasked with handling challenging problems while delivering support for ever-changing software products by proactively identifying gaps in internal practices to improve customer retention
- Consistently and continually delivering overall team and business success by utilizing expert customer service skills, advanced presentation skills, sound troubleshooting abilities, and advanced mentoring and training skills Serves as a point of contact and for VIP customers to ensure any and all support issues result in a successful and positive experience
Senior Agent
Trusource Labs | Nest Labs
01.2014 - 05.2016
- Responsible for accepting and resolving escalated cases related to all Nest owned products
- Troubleshot and resolved all technical, order management, and customer support with an emphasis on customer service
- Trained and supported Tier 1 Technical agents in both chat, written, and phone support for all Nest owned products
- Documenting, reporting, and working with Engineering to resolve bugs and glitches
Master at Arms
United States Navy
08.2006 - 08.2012
- Secured personnel and assets against threats
- Enforced facility rules and regulations
- Oversaw teams planning, implementing and realigning field and base operational strategies
- Managed all aspects of administrative and personnel needs of ground supply operations
- Responded to calls in both routine and emergency situations
Education
Some College (No Degree) - Business Administration And Management
Texas A&M University - Corpus Christi
Corpus Christi, TXSkills
- Team Leadership
- Customer Service Expertise
- Policy and Procedure Development
- Project and Initiative Management
- Resource and Time Management
- Attention to Detail
- Problem-Solving Skills
- Cross-Functional Collaboration
- Customer Satisfaction Improvement
- Complaint Reduction Strategies
- Performance and Productivity Measurement
- Supervisory and Mentoring Skills
- Crisis Management
- Strategic Planning
- Data Analysis and Reporting
Timeline
Customer Service Team Manager
Amazon Web Services
11.2021 - Current
Product Support Supervisor
Expedia Group/Vrbo
09.2019 - 11.2021
Product Support Team Lead
HomeAway Software
05.2016 - 08.2019
Senior Agent
Trusource Labs | Nest Labs
01.2014 - 05.2016
Master at Arms
United States Navy
08.2006 - 08.2012
Some College (No Degree) - Business Administration And Management
Texas A&M University - Corpus Christi
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