Lidia Vazquez
Homestead,FL
Summary
Dynamic professional with a proven track record in enhancing customer satisfaction and streamlining communication. Skilled in problem-solving and team collaboration, committed to driving continuous improvement in service delivery.
Overview
10
10
years of professional experience
Work History
Sunshine Life Health
Alliant
10.2023 - Current
- Led team of customer service representatives to enhance customer satisfaction and streamline communication processes.
- Developed training programs to improve employee performance and product knowledge across customer service department.
- Implemented new CRM system, resulting in improved tracking of customer interactions and faster response times.
- Analyzed customer feedback data to identify trends and recommend process improvements for service delivery.
- Conducted regular performance evaluations to ensure consistency in service quality among team members.
- Collaborated with cross-functional teams to resolve complex customer issues effectively and efficiently.
- Established key performance indicators (KPIs) to monitor team performance and drive continuous improvement initiatives.
- Facilitated weekly meetings to discuss challenges, share best practices, and promote a collaborative work environment.
- Improved customer satisfaction by addressing and resolving complex issues promptly and professionally.
- Enhanced team productivity by implementing effective training programs tailored to individual needs.
- Identified opportunities for process improvements, leading to increased efficiency in handling customer concerns.
- Managed escalated cases effectively to achieve timely resolutions while maintaining professionalism under pressure.
Retention Supervisor
Healthsun
02.2018 - 09.2023
- Led retention initiatives to enhance customer loyalty and reduce churn rates.
- Developed training programs for staff, improving service delivery and engagement strategies.
- Analyzed customer feedback to identify trends and implement improvement measures.
- Collaborated with cross-functional teams to align retention strategies with overall business goals.
- Streamlined communication between Retention Supervisor roles across different locations to ensure consistency in approach and best practices sharing.
- Collaborated with cross-functional teams to identify areas of improvement in customer experience and implement necessary changes.
- Reported regularly on department metrics, sharing insights with senior management for strategic planning purposes.
- Conducted performance reviews and provided feedback to managers on employee performance.
- Generated and analyzed reports to monitor employee engagement and attrition trends.
HR Recruiter
Quality Family Care
03.2016 - 09.2018
- Streamlined onboarding processes, enhancing new hire integration and retention rates.
- Managed full-cycle recruiting processes, resulting in successful placements and employee satisfaction.
- Developed recruiting strategies to identify qualified candidates and build network.
- Supported onboarding initiatives for new hires, contributing to a smooth transition into the organization.
- Conducted thorough reference checks and background investigations, mitigating potential risks to the company.
- Conducted phone interviews to assess applicants relevant knowledge, skills, experience and aptitudes.
Education
High School Diploma -
Lazaro Pena
Habana, Cuba07-2009
Skills
- Friendly, positive attitude
- Teamwork and collaboration
- Customer service
- Problem-solving
- Time management
- Attention to detail
- Flexible and adaptable
- Dependable and responsible
- Multitasking
- Excellent communication
- Critical thinking
- Computer skills
- Organizational skills
- Calm under pressure
- Organization and time management
- Decision-making
- Problem resolution
- Verbal communication
Languages
Spanish
Full Professional
English
Full Professional
Timeline
Sunshine Life Health
Alliant
10.2023 - Current
Retention Supervisor
Healthsun
02.2018 - 09.2023
HR Recruiter
Quality Family Care
03.2016 - 09.2018
High School Diploma -
Lazaro Pena