STEPHANIE M. FERRER TIRADO
JBLM,WA
Summary
Operations and administrative professional with 8+ years of experience in high-volume customer service, team supervision, and employee support. Proven experience in team management, coaching, and performance improvement in KPI-driven environments. Hands-on experience supporting Customer Relationship Management (CRM) processes and providing HR support using Workday. Known for strong leadership, adaptability, and the ability to support team success in fast-paced environments.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Supervisor → Promoted from Senior Customer Service Advisor
LUMA Energy
Puerto Rico
01.2021 - 01.2025
- Supervised 25+ employees and supported operations impacting 200+ staff
- Managed KPI performance including First Call Resolution (FCR), Average Speed of Answer (ASA), Average Handle Time (AHT ≤ 7 minutes), Service Level, and Quality Assurance (QA)
- Provided coaching and development support to improve employee performance and meet operational targets
- Supported Customer Relationship Management (CRM) processes and service strategies
- Coordinated with operations, dispatch, and field crews to handle emergency and high-priority cases
- Communicated with external agencies when required to support critical situations
- Used Workday (HRIS) for timekeeping, payroll support, and training assignments
- Delivered training, policy updates, and operational guidance to employees
- Recognized as a go-to resource supporting team members beyond assigned responsibilities
Customer Service Representative → Team Lead
PREPA (Puerto Rico Electric Power Authority)
Puerto Rico
01.2017 - 01.2021
- Promoted to Team Lead in a 24/7 high-volume emergency call center environment
- Supported team performance, compliance, and daily operations
- Handled emergency-related calls and coordinated with operations, dispatch, and field crews
- Communicated with police and external agencies during critical situations
- Managed and escalated urgent service cases to ensure proper resolution
- Provided guidance and basic coaching to employees
Education
Expert Electrician Assistant - Electrical Systems Certification
ADTEC COLLEGE
01-2023
Bachelor of Science - Microbiology & Aviation Principles
INTERAMERICAN UNIVERSITY
01-2019
Associate of Applied Science - Food Processing & Agriculture
UNIVERSITY OF PUERTO RICO
01-2015
Skills
- HR Support
- HRIS (Workday)
- Training Coordination
- KPI Management
- Team Leadership
- Microsoft Teams
- Excel & Word
- Customer Relationship Management (CRM)
- Process Improvement
- Military Spouse
- Basic IT Troubleshooting
Certification
Emergency Management IS-100-C
Emergency Management IS-200-C
Homebuyers Assistance Program
Quality Excellence
Languages
Spanish
Native or Bilingual
English
Professional Working
Timeline
Supervisor → Promoted from Senior Customer Service Advisor
LUMA Energy
01.2021 - 01.2025
Customer Service Representative → Team Lead
PREPA (Puerto Rico Electric Power Authority)
01.2017 - 01.2021
Expert Electrician Assistant - Electrical Systems Certification
ADTEC COLLEGE
Bachelor of Science - Microbiology & Aviation Principles
INTERAMERICAN UNIVERSITY
Associate of Applied Science - Food Processing & Agriculture
UNIVERSITY OF PUERTO RICO