Jonah Sisneros
Belen
Summary
Dynamic Customer Care Supervisor with a proven track record at Bread Financial, excelling in team management and performance improvement. Skilled in escalation management and training, I enhanced service quality and boosted team productivity through effective coaching and process optimization. Recognized for fostering strong customer relations and achieving high satisfaction ratings.
Overview
17
17
years of professional experience
Work History
Customer Care Supervisor
Bread Financial
Albuquerque
05.2019 - 12.2025
- Managed a team of 10+ CSRs ensuring they followed departmental policies and procedures accurately.
- Supervised customer care team to ensure high service quality standards.
- Trained staff on customer service best practices and company policies.
- Implemented process improvements to enhance team efficiency and productivity.
- Monitored performance metrics to identify areas for team development.
- Trained and mentored new team members to promote productivity, accuracy, and friendly customer service.
- Prepared documentation, reports, and logs to identify and manage sales metrics and support process driven activities.
- Resolved escalated customer issues with empathy and professionalism while meeting company objectives.
- Recognized employees who exceeded expectations through verbal recognition or awards programs.
- Created reports detailing team performance metrics such as average call time, first contact resolution rate.
Customer Care Supervisor
Sitel Corporation
Albuquerque
08.2014 - 03.2019
- Managed scheduling and workload to optimize team performance during peak hours.
- Resolved escalated customer issues with empathy and professionalism to maintain satisfaction.
- Implemented training programs to enhance team skills and service quality.
- Supervised and trained customer service staff to ensure excellent customer service delivery.
- Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
- Monitored customer service performance metrics, such as call response times, resolution rates, and customer satisfaction ratings.
- Evaluated employee job performance and motivated staff to improve productivity.
Shift Manager
Mcdonalds
Belen
01.2009 - 11.2014
- Facilitated regular team meetings to review projects, policies, and best practices.
- Directed customer service staff to ensure prompt and professional resolution of inquiries.
- Conducted weekly coaching sessions with each customer service team member to enhance performance.
- Prepared documentation and reports to track sales metrics and support process improvements.
- Delegated tasks to staff while establishing priorities and goals for effective workflow management.
- Mentored newly hired employees, providing insights into various company programs and procedures.
Education
Infinity High School
Belen, NM05-2012
Skills
- Staff oversight
- Escalation management
- Team management
- Customer relations
- Excellent communication
- Teamwork and collaboration
- Recruitment and training
- Performance improvement
Timeline
Customer Care Supervisor
Bread Financial
05.2019 - 12.2025
Customer Care Supervisor
Sitel Corporation
08.2014 - 03.2019
Shift Manager
Mcdonalds
01.2009 - 11.2014
Infinity High School
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