MIGUEL VARONA
Miami,United States
Summary
Results-driven professional with extensive experience in customer service management, client relations, and operations. Proven ability to lead high-performing teams, optimize service delivery, and strengthen customer loyalty in fast-paced environments. Quick learner, skilled in CRM systems, technical troubleshooting, and strategic problem solving, with a strong record of improving processes and boosting customer satisfaction. Bilingual in English and Spanish, with a reputation for clear communication, adaptability, and building lasting business relationships.
Overview
12
12
years of professional experience
Work History
Landlord
Self-employeed
02.2024 - Current
- Managed tenant relations to ensure satisfaction and timely communication.
- Coordinated property maintenance and repairs through local service providers.
- Screened potential tenants by conducting background and credit checks.
- Collected rent payments and maintained accurate financial records.
- Oversaw lease agreements, ensuring compliance with local regulations.
- Collected rent and utilities payments using fair accounting and management practices.
- Reviewed monthly financial statements to track income and expenses related to rental property management.
Customer Service Manager
Mercedes-Benz Group
01.2023 - 10.2024
- Led a customer service team to improve service delivery and customer satisfaction.
- Resolved complex customer inquiries using CRM software efficiently.
- Analyzed service metrics to guide strategic decisions for improving customer service.
- Mentored new employees on best practices for customer engagement techniques.
- Provided exceptional customer service to ensure customer satisfaction.
- Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Monitored staff performance to ensure adherence to customer service standards.
- Investigated sensitive customer service complaints and delivered prompt resolution to customer satisfaction.
- Rolled out operational improvements and solutions to deliver top-notch customer service.
Customer Service/Technical support Representative
Mercedes-Benz Group
04.2022 - 01.2023
- Handle customer inquiries and resolve problems efficiently and effectively to enhance customer satisfaction and loyalty.
- Handle customer inquiries and complaints in a timely and professional manner, ensuring customer satisfaction and maintaining the reputation of Mercedes-Benz Group.
- Provide personalized and exceptional customer service by understanding and anticipating customer needs, and going above and beyond to exceed expectations.
- Stay updated on the latest customer service trends and techniques to provide innovative and personalized solutions to customers.
- Actively engage in ongoing learning and development opportunities to enhance technical knowledge and skills related to Mercedes-Benz Group products and services.
- Identify and escalate customer issues that require further support or technical assistance to ensure prompt resolution and customer satisfaction.
- Assist customers in troubleshooting technical issues with Mercedes-Benz vehicles and provide step-by-step instructions to resolve problems.
- Provided technical support for Mercedes-Benz products, ensuring customer satisfaction.
Sales and Service Representative
Marriott International, Inc.
Miami, FL
12.2019 - 04.2020
- Responsible for providing customer service and support.
- Assisted customers with inquiries and resolved issues.
- Collaborated with team members to achieve sales targets.
- Maintained knowledge of products and services.
- Ensured customer satisfaction.
- Identify potential sales opportunities and upsell products and services to existing customers.
- Develop and maintain relationships with key clients to achieve sales targets and ensure customer satisfaction.
Customer service representative
MedPlan Inc
Miami, FL
01.2014 - 03.2019
- Provide timely and accurate information to customers regarding their healthcare coverage and claims, ensuring a positive customer experience.
- Develop and maintain a thorough knowledge of MedPlan Inc's products and services, and effectively communicate this information to customers.
- Analyze customer feedback and identify areas for improvement in the customer service process.
- Identify opportunities to improve customer service and efficiency in the healthcare coverage and claims process, and collaborate with cross-functional teams to implement solutions.
Legal Assistant
Law Offices of Jose M. Francisco
04.2017 - 06.2018
- Assist in drafting and proofreading legal documents and correspondence to ensure accuracy and clarity.
- Assist attorneys in preparing and organizing legal documents, such as pleadings, contracts, and briefs, for court filing and trial preparation.
- Organize and maintain legal files and documents for easy accessibility and reference.
- Coordinate and manage the firm's calendar, including scheduling meetings, appointments, and hearings.
Education
High School Diploma -
American High School Academy
Miami12.2017
Skills
- Front Desk Operations
- CRM Software
- Customer Support
- Call Center Operations
- Call Center Management
- Technical Support
- Technical Troubleshooting
- Upselling
- Sales
- Sales Management
- Order Entry
- Product Knowledge
- Property Management
- Account Management
- Client Relations
- Customer Relationship Management
- Relationship Building
- Negotiation
- Administrative Experience
- Administrative Support
- Filing
- Data Entry
- Employee Scheduling
- Background Screening
- Leadership
- Team Leadership
- Staff Performance Monitoring
- Teamwork
- Conflict Resolution
- Computer Operation
- CRM Software
- Salesforce
- Data Analysis
- Problem Analysis
- Market Research
- Technical Knowledge
- Problem Solving
- Effective Communication
- Attention to Detail
- Organizational Skills
- Time Management
- Multitasking
- Strategic Planning
- Bilingual
Languages
- English
- Spanish
Timeline
Landlord
Self-employeed
02.2024 - Current
Customer Service Manager
Mercedes-Benz Group
01.2023 - 10.2024
Customer Service/Technical support Representative
Mercedes-Benz Group
04.2022 - 01.2023
Sales and Service Representative
Marriott International, Inc.
12.2019 - 04.2020
Legal Assistant
Law Offices of Jose M. Francisco
04.2017 - 06.2018
Customer service representative
MedPlan Inc
01.2014 - 03.2019
High School Diploma -
American High School Academy