Jesse Abraham Gomez
Truong Insurance Agency
Cuscatlan
2
Languages
1
Certification
11
years of professional experience
Customer Service Agent with experience applying customer satisfaction rules, quality process, and policy review in a high-volume support environment. Resolves service issues by analyzing procedures, following customer care standards, and aligning responses with business policies. Brings a path from front-line support into supervision, sales, and team coaching.
Work History
Customer Service Team Manager
3 Years 1 Month- Led customer service team to achieve high satisfaction ratings through effective training and mentorship.
- Coordinated communication between departments to resolve complex client issues swiftly and effectively.
- Developed and implemented process improvements that enhanced operational efficiency and reduced response times.
- Analyzed customer feedback to identify trends, contributing to strategic decision-making for service enhancements.
- Manage and distribute daily service workloads, prioritizing tasks based on type and urgency.
- Monitor service inboxes and serve as the primary point of contact for producer communications.
- Oversee call queues and monitor performance metrics via RingCentral and Time Doctor.
- Conduct quality control reviews to ensure compliance with service standards and workflows.
- Train new hires on internal systems and identify opportunities for process improvement.
Sales Manager
2 Years 4 Months- Sale processes for Satellite Radio users based in the US
- Delivered KPI reports to enhance business efficiency strategy
- Developed individual action plans by identifying agent development opportunities
- Utilized SMART goals to create, develop, and deliver results within timelines
- Ability to work under pressure to reach daily, weekly and monthly goals
- Multitasking abilities to handle different tools simultaneously
- Personal Coaching knowledge based on entelechy guide.
Supervisor of Operations
4 Years 10 Months- Provided customer service for workers compensation industry, enhancing client satisfaction
- Work in coordination with case managers, adjusters and insurance representatives to settle Claims from Injured workers
- Developed action plans to improve service levels among associates, fostering a more efficient workflow
- Monitoring associates based on daily, monthly and yearly metrics
- Advanced level of decision making towards business efficiency
- Administrative processes
- Organizing headcount and conducting ramp up processes for new hires
- Recruitment processes for new hires.
(Entrepreneurial Workshop Supervision)
1 Month- Developed action plans and training guides to support participant growth
- Supervising processes of micro business development
- Led participants in making effective and positive decisions
- Implemented program to deliver measurable results for participants
- 1 Month Program
Education
Associate Degree - Management of Small and Medium Businesses
- SEED Scholarship
- CUM Laude Graduate
- Training: Entrepreneurship, Money and finance, Economics, Human resources, Supervision, Teamwork and action plans skills developed
Vocational Technical School - Health
Training: Health programs based on patients services, General medicine studies, Patient satisfaction oriented courses, Teamwork analysis.
Certificate of Advanced English - Values, Computing
- Active volunteer through ADOC volunteers and Glasswing volunteers
- Skills developed: Leadership, Responsibility, Creative Thinking
Skills
Customer service management
Team management
Public speaking
Time management
Excel
Salesforce CRM
Pipeline management
Sales coaching
KPI reporting
Sales performance tracking
Team leadership
Customer retention
Account management
Customer onboarding
Certification
Certificate of Advanced English
Disclaimer
“A leader is one who knows the way, goes the way, and shows the way” John C. Maxwell
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Customer Service Team Manager
Truong Insurance Agency
07.2023 - CurrentRead More
Sales Manager
The Office Gurus
02.2021 - 06.2023Read More
Supervisor of Operations
Cognizant El Salvador
09.2015 - 07.2020Read More
(Entrepreneurial Workshop Supervision)
Centro de Investigaciones Tecnológicas
07.2015 - 08.2015Read More
Programa Empresarial Supérate ADOC
Certificate of Advanced English from Values, Computing
Read More
Instituto Nacional de San Bartolo
Vocational Technical School from Health
Read More
Northcentral Technical College
Associate Degree from Management of Small and Medium Businesses
Read More