Jean Osorio
Fort Lauderdale
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Experienced with leading customer service teams to deliver exceptional service and resolve complex issues. Utilizes conflict resolution and communication skills to enhance team performance and customer satisfaction. Strong understanding of team dynamics and adaptability, ensuring effective responses to changing customer and business needs.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Customer Service Representative Team Lead
LINE 5 LLC
02.2023 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Responded to customer requests for products, services, and company information.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Trained new collections representatives on collections processes and incentivized team members to achieve production goals.
- Telephone Service - Professionally processed 100+ calls per day, providing information and service to ensure customer satisfaction.
- Supervised daily operations and ensured adherence to customer service protocols.
- Trained and mentored new team members on customer interaction best practices.
Patient Care Orderly
Castle Senior Living at Forest Hills
10.2014 - 06.2015
- Ensured compliance with health and safety regulations by maintaining proper sanitation practices in all aspects of food handling and service.
- Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
Education
Master of Science - Aviation Management
York College, City University of New York
05-2021
Regents Diploma -
Forest Hills High School
06.2015
Skills
- Customer service
- Remote work
- Staff Training and Development
- Team management
- Call center experience
Certification
- The Role of Voluntary Agencies in Emergency Management (IS-00288.a), 03/20/20, Emergency Management Institute, FEMA, U.S. Department of Homeland Security
- National Response Framework, An Introduction (IS-008800.c), 02/27/20, Emergency Management Institute, FEMA, U.S. Department of Homeland Security
- General Aviation Security course (I.A.W 49 CFR 1552), Transportation Security Administration and the AOPA Airport Watch program
- Certificate of Completion for Essential Aerodynamics: Stalls, Spins and Safety, 09/21/19, Air Safety Institute
- Certificate of achievement FAA Safety Team Aviation Learning Center Online Course: Airspace, Special Use Airspace And Tfrs, 09/21/19, FAA Safety Team
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Italian
Full Professional
Timeline
Customer Service Representative Team Lead
LINE 5 LLC
02.2023 - Current
Patient Care Orderly
Castle Senior Living at Forest Hills
10.2014 - 06.2015
Regents Diploma -
Forest Hills High School
Master of Science - Aviation Management
York College, City University of New York