JESLEIN PINEIRO
Ocala,FL
Summary
Dedicated and results-driven Customer Care Team Lead with 7+ years of experience in call center operations, team leadership, training and onboarding, and dispatch coordination. Proven ability to drive team performance, boost customer satisfaction, and streamline communication across departments.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Child Care Food Program Specialist
Episcopal Children's Services
Ocala, FL
03.2024 - 08.2025
- Ensured adherence to applicable laws related to child care operations.
- Collaborated with healthcare experts to enhance children's nutritional support.
- Supervised meal services in schools, confirming compliance with state standards.
Customer Care Team Lead
Vector Solutions
Tampa, FL
11.2021 - 03.2024
- Managed multiple tasks with adaptability and flexibility to meet organizational needs.
- Designed innovative solutions to address complex problems swiftly and reduce company costs.
- Facilitated one-on-one coaching sessions to enhance employee skills and knowledge.
Customer Remediation Specialist
Wells Fargo
Tampa, FL
12.2020 - 11.2021
- Streamlined production processes by evaluating and redesigning control systems.
- Oversaw multiple projects at once, meeting established quality assurance benchmarks.
- Facilitated recovery of over 3.6 million in risk assets from delinquent accounts through effective negotiation strategies.
Appointment Coordinator
United Healthcare
Tampa, FL
02.2019 - 11.2020
- Developed and implemented efficient appointment scheduling system, enhancing accuracy and customer satisfaction.
- Managed and tracked appointments for multiple clients simultaneously, ensuring timely service.
- Trained new employees on effective scheduling protocols and processes to maintain consistency.
Dispatcher
Ambs Call Center
Tampa, FL
01.2017 - 02.2019
- Implemented new protocols, enhancing efficiency of dispatching procedures.
- Excelled at managing high call volumes with professional demeanor.
- Resolved customer inquiries and complaints through effective problem-solving techniques.
Education
High School Diploma -
Ethline R Williams Preparatory
Tampa, FL05.2017
Skills
- Dispatch and scheduling expertise
- Conflict management skills
- Training facilitation
- Customer relationship building
Certification
- First Aid Certification
- Food Safety Certification
- CPR Certification
Timeline
Child Care Food Program Specialist
Episcopal Children's Services
03.2024 - 08.2025
Customer Care Team Lead
Vector Solutions
11.2021 - 03.2024
Customer Remediation Specialist
Wells Fargo
12.2020 - 11.2021
Appointment Coordinator
United Healthcare
02.2019 - 11.2020
Dispatcher
Ambs Call Center
01.2017 - 02.2019
High School Diploma -
Ethline R Williams Preparatory