YAMIRELIX SEPULVEDA DE LEON
Orlando,United States
Summary
I would work for a company who can bring me opportunities to grow and expand my knowledge, giving me the trust and the tools to make it. I have very good leadership skills and the ability to learn fast.
Offering strong foundation in leadership and team coordination, with passion for learning and developing in supportive environment. Contributes proactive approach to problem-solving and conflict resolution, combined with ability to quickly grasp new concepts and procedures.
Overview
6
6
years of professional experience
Work History
Supervisor Customer Support SPA
JetBlue Airlines
05.2024 - Current
- Supervised and mentored a team of 25 full and part-time employees, driving enhanced performances across both digital and voice customer support channels, ensuring seamless customer interactions and satisfaction
- Diligently monitored adherence and performance metrics, and implementing corrective actions proactively to uphold the highest standards of customer service quality.
- Spearheaded the implementation of targeted coaching methods, resulting in a significant improvement in team efficiency, as measured by reduced average handle time metrics
- Strategically contributed to an increase in customer support revenue by training crewmembers on best practices for accurately charging service fees and upselling ancillaries
Customer Support Bilingual PT
JetBlue
06.2021 - Current
- Responsible for providing excellent customer service through various channels, and meet the customer's needs through prompt responses to the inquiries
- Answer continuous calls and digital messages regarding general information about airline travel on JetBlue
- Perform activities including navigate and toggle between multiple screens, talk and type at the same time, and navigating multiple programs at once
- CRO: Complaints Resolution Official
- Trained in ACAA disability policies and assists with accessibility related complaints to help resolve Customer concerns throughout the travel ribbon
- JBU Liaison: assist in the training and development of new Business Partners crewmembers, by presenting class modules, provide feedback and assist with questions regarding the different processes
- Handle out-bound and in-bound calls
- Set-up payment need it
- Counsel the cardholders on their financial situations
- Use communication and influencing skills to figure out why a payment is late and how to fix the situation
Bilingual Customer Service Representative
Synchrony
12.2020 - 02.2021
- Handle out-bound and in-bound calls
- Set-up payment need it
- Counsel the cardholders on their financial situations
- Use communication and influencing skills to figure out why a payment is late and how to fix the situation
Store Manager
EXPRESS
07.2019 - 10.2020
- Build a store environment that is sharply focused on consistently delivering exceptional, positive in-store customer experience
- Lead consistent focus on delivering an intimate customer experience
- Ensure implementation of company selling strategies
- Ensure visual standards
- Coach, develop and maximize the success of all associates
- Analyze the business and create/communicate clear action plans that optimize results and ensure effective execution of all operational activities
- Continuous training and development for existing associates in order to keep an optimum customer service experience
Education
Bachelor's degree - Criminal Justice
Universidad De Puerto Rico
01.2015
Skills
- Customer Experience
- Customer Support
- Training and Development
- Use of metrics/KPI's
- Coaching
- Highly ethical
- Goal oriented
- Attention to detail
- Complex Problem-solving
- Processes and procedures
- Process monitoring and improvement
Languages
Spanish
Native or Bilingual
English
Full Professional
Timeline
Supervisor Customer Support SPA
JetBlue Airlines
05.2024 - Current
Customer Support Bilingual PT
JetBlue
06.2021 - Current
Bilingual Customer Service Representative
Synchrony
12.2020 - 02.2021
Store Manager
EXPRESS
07.2019 - 10.2020
Bachelor's degree - Criminal Justice
Universidad De Puerto Rico
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