Waleska Oquendo
Deltona
Summary
Dynamic Customer Service Team Lead at Foundever Deland with proven leadership and communication skills. Expert in enhancing customer satisfaction through effective training and quality assurance. Bilingual and proficient in data analysis, I consistently drive team performance and operational excellence, ensuring high standards in service delivery and client relations.
Overview
35
35
years of professional experience
1
1
Certification
Work History
Customer Service Team Lead
Foundever Deland
DeLand
2024.01 - Current
- Trained new team members on service methods and evaluated service delivery through quality assurance program, ensuring consistent high standards.
- Resolved escalated issues, ensuring quick and effective solutions for customers.
- Implemented feedback processes to improve customer satisfaction levels consistently.
- Trained new staff on company policies and customer interaction techniques, enhancing team readiness to deliver quality service.
Retail Sales Team Manager
Sprint Corporate
Orlando
1999.07 - 2019.01
- Recruited, hired, trained, developed, and directed retail sales team for Sprint Corporate.
- Designed and executed strategies to meet customer demands and drive profitability.
- Managed client relations, developed new accounts, and ensured high-quality customer service.
- Facilitated staff development and created personal growth plans for employees.
- Supervised administrative functions inventory, cash flow, merchandising, and operations.
- Obtained significant business by delivering presale presentations on demonstrating new phone features.
- Evaluated past successes and failures within the organization's CRM system in order to improve future results.
- Mentored junior members of the sales team on best practices in lead generation tactics.
Gym Center Promoter
World Gym
Orlando
1997.09 - 2007.03
- Promoted gym center through targeted marketing initiatives, resulting in increased membership and usage.
- Managed recruitment, training, and performance monitoring of staff to ensure high service standards.
- Monitored patron activities, enforced rules and regulations, and distributed recreational equipment to enhance user experience.
- Handled customer complaints with care.
- Promoted products at events and retail locations to increase brand visibility.
- Engaged customers through product demonstrations and interactive experiences.
- Handled customer inquiries and provided information about products and services.
- Assisted in organizing promotional events and managing logistics for setup.
- Distributed marketing materials to attract potential customers during events.
Leasing Agent
Arbour Village Apts
Orlando
1991.08 - 1993.01
- Developed and implemented sales and marketing strategies to optimize occupancy.
- Generated and handled traffic, leasing apartments, qualifying prospects, and prepared lease documentation.
- Engaged with prospective and current residents to maintain high occupancy rates.
- Managed apartment rentals, move-ins, and lease renewals to ensure smooth occupancy transitions.
- Coordinated administrative and clerical functions to support leasing operations.
- Managed lease agreements and ensured compliance with company policies.
- Conducted property tours for prospective tenants and showcased apartment features.
- Coordinated open house events to attract potential renters and promote listings.
- Assisted residents with maintenance requests and resolved tenant issues promptly.
- Processed applications by conducting background checks and verifying references.
Education
License - General Studies
Cosmetology
Skills
- Guest services
- Leadership
- Communication skills
- Data analysis
- Documentation review
- Microsoft Excel
- Microsoft Word
- Computer literacy
- Bilingual
Languages
Spanish
Professional
English
Professional
Certification
Team leader
Timeline
Customer Service Team Lead
Foundever Deland
2024.01 - Current
Retail Sales Team Manager
Sprint Corporate
1999.07 - 2019.01
Gym Center Promoter
World Gym
1997.09 - 2007.03
Leasing Agent
Arbour Village Apts
1991.08 - 1993.01
License - General Studies
Cosmetology