Summary
Overview
Work History
Education
Skills
Timeline
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Jazmine Muñoz

Elk Grove,CA

Summary

Experienced CS Leader with a proven track record of success in leading and managing CS teams, possessing over 8 years of experience, I have consistently demonstrated strong leadership skills and a dedication to providing exceptional customer experiences. Throughout my career, I have implemented effective strategies to improve operational efficiency, streamline processes, and ensure consistent adherence to company standards. Now seeking to leverage my expertise and leadership abilities to advance to the role of Head of Customer Support at my current company, where I can contribute to the company's growth and success by overseeing and optimizing the customer support department.

Overview

6
6
years of professional experience

Work History

Customer Support Supervisor

Tovala
01.2023 - Current
  • Oversee and assist CS Specialists, Team Leads, and BPO to ensure effective collaboration and exceptional customer support.
  • Develop and implement internal processes and procedures based on feedback from customers and Customer Support specialists to improve customer experience, while also providing training to both BPO and internal teams.
  • Assisted in conducting interviews and facilitating onboarding process for new hires. Developed updated training program for new employees.

Customer Happiness Manager

EarnUp
09.2020 - 10.2022
  • Led a team of CH Representatives, Team Leads, and BPO, providing guidance, coaching, and support to ensure exceptional service delivery.
  • Analyzed customer complaints, KPIs, and identified areas of opportunity across the company.
  • Implemented CSAT/NPS tools to analyze and review CX, maintaining a 95% CSAT and 40% NPS.
  • Defined achievable objectives, established OKRs and KPIs to evaluate team performance.
  • Recruited, conducted interviews, hired, and provided New hire training for the CH team.
  • Implemented a Quality Assurance and Training Program.

Customer Happiness Supervisor

EarnUp
02.2020 - 09.2020
  • Supervise a team of CH Representatives who work closely with internal departments to solve customer issues.
  • Established and implemented more than 50 internal processes and procedures to ensure outstanding customer experiences, while also delivering training to both internal staff and BPO personnel.

Account Servicing Supervisor

TrueAccord
07.2019 - 02.2020
  • Supervised a team of Account Service Agents, collaborating closely with clients, internal departments, and partners to ensure efficient account servicing.

Customer Engagement Supervisor

TrueAccord
08.2018 - 07.2019
  • Manage a team of Engagement Agents who work closely with consumers to develop solutions that resolve debt and promote financial health. Ensuring the team is trained and comfortable with regulatory laws as part of compliance.

Customer Engagement Specialist

TrueAccord
01.2018 - 07.2018
  • Collaborate closely with individuals in debt to identify and implement effective solutions for debt resolution.
  • Maintained a high level of responsiveness by handling an average of 80 emails and 30 phone calls, achieving an average QI score of 98%.

Education

Pursuing Interaction & UI/UX Design BFA -

Academy of Art University
San Francisco, CA
06.2026

Skills

  • Google Suite
  • HTML
  • CSS
  • Adobe Suite
  • Zendesk
  • PureCloud Genesis
  • SalesForce
  • Escalation Handling
  • Policy Enforcement
  • Training and coaching
  • Staff Motivation
  • Service Level Management
  • Delegation and prioritization
  • Task organization
  • Customer Relations
  • Training and mentoring

Timeline

Customer Support Supervisor

Tovala
01.2023 - Current

Customer Happiness Manager

EarnUp
09.2020 - 10.2022

Customer Happiness Supervisor

EarnUp
02.2020 - 09.2020

Account Servicing Supervisor

TrueAccord
07.2019 - 02.2020

Customer Engagement Supervisor

TrueAccord
08.2018 - 07.2019

Customer Engagement Specialist

TrueAccord
01.2018 - 07.2018

Pursuing Interaction & UI/UX Design BFA -

Academy of Art University

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Jazmine Muñoz