Stayce Urbina
Los Angeles,CA
Summary
Dynamic Customer Service Supervisor with extensive experience in customer interaction and complaint resolution, developed through diverse roles including Sandwich Artist at SUBWAY® Restaurants. Proven ability to enhance customer support processes and utilize effective telephone etiquette, resulting in measurable improvements in client satisfaction. Demonstrates strong skills in point of sale operations and problem-solving, with a focus on continuous improvement. Aiming to leverage expertise to drive further customer engagement and service excellence.
Overview
13
13
years of professional experience
Work History
Sandwich Artist
SUBWAY®Restaurants
West Hollywood, CA
02.2023 - Current
- Ensured top-quality assistance prioritizing customer satisfaction and expectations
- Operated payment systems to complete customer purchases
- Assisted in the training of new staff members on proper sandwich-making techniques
Cashier
Pollo Loco
03.2024 - 12.2024
- Greeted customers entering store and responded promptly to customer needs.
- Welcomed customers and helped determine their needs.
- Worked flexible schedule and extra shifts to meet business needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
Answering Service Operator - Team Lead
MNG Call Center S.A
Managua,Nic
03.2022 - 12.2022
- Managed team of customer service representatives to ensure high-quality support
- Coordinated appointment schedules to ensure seamless operations
- Handle, record, and dispatch incoming phone calls in a timely and efficient manner
Virtual Customer Assistant
Opticall BPO
Managua,Nic
04.2019 - 01.2022
- Supported patients throughout their eye examination procedures
- Addressed customer questions on products, prices, and inventory status
Sales Agent
Convergys Nicaragua
Managua,Nic
09.2018 - 03.2019
- Identified prospective clients, presented value propositions, and facilitated successful negotiations to close transactions
- Conducted market research to identify new sales opportunities
Customer Service Supervisor
Accedo Technologies
Managua,Nic
06.2016 - 08.2018
- Guided customer service team in executing job responsibilities
- Delegated work to staff, setting priorities and goals
- Evaluated employee performance
- Conducted interviews and provided training to align staff with company goals
Customer Service Representative
Accedo Technologies
Managua, Nic
09.2014 - 05.2016
- Handled processing of orders, forms, applications, and requests efficiently
- Documented customer comments and resolved complaints effectively
- Identified areas of improvement in customer service processes and suggested changes accordingly
Marketing Assistant
ILG Logistics S.A
Managua, Nic
05.2012 - 10.2013
- Gathered customer feedback via surveys and focus groups to gain insights into user experience and preferences
- Developed and maintained relationships with key stakeholders in the industry
- Supported Marketing Team with administrative tasks daily
Education
Certificate -
Business Digitalization With Google Tools
08.2022
Marketing and advertising - 6th semester
Universidad Americana UAM
01.2012
Skills
- Customer Interaction
- Telephone etiquette
- Effective Complaint Resolution
- Customer Support Expertise
- Point Of Sale Operation
- Problem-solving
- Continuous improvement
References
References available upon request.
Timeline
Cashier
Pollo Loco
03.2024 - 12.2024
Sandwich Artist
SUBWAY®Restaurants
02.2023 - Current
Answering Service Operator - Team Lead
MNG Call Center S.A
03.2022 - 12.2022
Virtual Customer Assistant
Opticall BPO
04.2019 - 01.2022
Sales Agent
Convergys Nicaragua
09.2018 - 03.2019
Customer Service Supervisor
Accedo Technologies
06.2016 - 08.2018
Customer Service Representative
Accedo Technologies
09.2014 - 05.2016
Marketing Assistant
ILG Logistics S.A
05.2012 - 10.2013
Certificate -
Business Digitalization With Google Tools
Marketing and advertising - 6th semester
Universidad Americana UAM
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