Jessica Bermudez
Wesley Chapel ,FLORIDA
Summary
Dynamic Customer Service Team Lead with a proven track record at Freedom Mortgage Corporation, enhancing team performance through targeted training and conflict resolution. Skilled in quality control and customer satisfaction, I consistently exceed benchmarks, driving improvements that elevate service delivery and foster a collaborative work environment.
Overview
11
11
years of professional experience
Work History
Customer Service Team Lead
Freedom Mortgage Corporation
Remote
05.2025 - 02.2026
- Monitored call metrics to assess team productivity and identify areas for improvement.
- Conducted regular performance reviews, providing constructive feedback to promote professional growth.
- Resolved escalated customer complaints, employing conflict resolution strategies to maintain satisfaction.
- Coached new team members on service techniques and provided scoring through quality assurance program.
- Led daily operations of customer service team, ensuring high-quality support and efficient issue resolution.
- Managed high-performing customer service team, consistently exceeding company performance benchmarks.
- Assisted management in hiring decisions by conducting interviews with prospective candidates and evaluating their suitability for the Customer Service Team Lead role effectively.
- Implemented training programs for new staff, enhancing team performance and service delivery.
Customer Service Supervisor
Brandt Information Services
Remote
06.2024 - 05.2025
- Resolved complex customer inquiries and issues, improving satisfaction rates.
- Supervised daily operations of customer service team, ensuring high-quality service delivery.
- Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
- Collaborated with other departments to address recurring customer concerns, improving overall service quality.
- Coached employees through day-to-day work and complex problems.
- Enhanced team productivity through regular coaching, feedback, and performance evaluations.
- Evaluated individual performance metrics to identify areas of improvement, providing targeted coaching to boost results.
- Reduced employee turnover by cultivating a supportive culture focused on professional growth opportunities and recognition of achievements.
- Reduced employee turnover by creating supportive and engaging work environment.
- Boosted customer satisfaction ratings, conducting in-depth analysis of feedback and implementing necessary changes.
- Trained and mentored new staff, enhancing team effectiveness and performance.
Customer Success Specialist
Rent The Runway
Remote
02.2024 - 12.2024
- Analyzed customer feedback to identify trends and inform service enhancements.
- Implemented process improvements to streamline call handling and reduce wait times.
- Developed training materials that improved onboarding efficiency for new hires.
- Monitored key performance indicators to ensure adherence to organizational standards.
- Maintained up-to-date knowledge of company products and services, effectively communicating changes to the team for seamless customer support.
- Implemented effective scheduling strategies to optimize staff coverage during peak hours and minimize wait times for customers.
- Conducted regular quality assurance checks on team interactions with customers, ensuring adherence to company standards.
Customer Service Manager
Enco
Remote
12.2023 - 05.2024
- Assisted customers in navigating platform features and resolving inquiries efficiently.
- Coordinated with cross-functional teams to enhance customer experience and streamline processes.
- Developed training materials for new team members on best practices for customer interactions.
- Conducted regular account reviews to assess client status, identify opportunities, and ensure continued success.
- Implemented process improvements that resulted in increased efficiency within the Customer Success team.
- Enhanced team collaboration, sharing best practices and working together to resolve complex issues.
- Provided ongoing training sessions for clients in order to maximize software adoption and utilization.
- Mentored new hires within the Customer Success team contributing towards overall improvement in team performance and cohesion.
Healthcare Representative
Panther Group
Remote
07.2023 - 12.2023
- Educated patients on healthcare services and insurance options.
- Assisted in processing claims and verifying patient information efficiently.
- Responded to inquiries regarding coverage, benefits, and eligibility requirements.
- Coordinated communication between patients and healthcare providers for optimal care.
- Maintained accurate records of patient interactions and service requests.
- Assisted patients in understanding how insurance coverage works and calculated copays.
- Upheld strict confidentiality standards while managing sensitive patient information according to HIPAA regulations.
- Assisted patients with obtaining and rescheduling appointments.
General Manager
Crystal Ballroom
Casselberry, FL
01.2015 - 04.2023
- Streamlined workflow processes, improving team efficiency and resource allocation.
- Managed budgetary planning, ensuring financial targets were consistently met.
- Implemented staff training programs, fostering skill development and team cohesion.
- Developed vendor relationships, optimizing supply chain management for events.
- Analyzed market trends to adjust service offerings, increasing competitiveness.
- Directed marketing initiatives, elevating brand visibility and client engagement.
- Oversaw compliance with health and safety regulations, ensuring a secure environment for guests and staff.
- Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
- Drove year-over-year business growth while leading operations, strategic vision, and long-range planning.
- Accelerated revenue growth to exceed 1 million dollars, enhancing overall company valuation.
Education
High School Diploma - Diploma
Winter Park High School
Winter Park, FLSkills
- Customer satisfaction
- Policy enforcement
- Professional telephone demeanor
- Customer relations
- Staff education and training
- Quality control
- Training development aptitude
- Complaint resolution
- Staffing oversight
- Recordkeeping strengths
- Client engagement
- Multi-line phone talent
- Training materials
- Report generation
- International sales support
- Customer service excellence
Timeline
Customer Service Team Lead
Freedom Mortgage Corporation
05.2025 - 02.2026
Customer Service Supervisor
Brandt Information Services
06.2024 - 05.2025
Customer Success Specialist
Rent The Runway
02.2024 - 12.2024
Customer Service Manager
Enco
12.2023 - 05.2024
Healthcare Representative
Panther Group
07.2023 - 12.2023
General Manager
Crystal Ballroom
01.2015 - 04.2023
High School Diploma - Diploma
Winter Park High School