Habbad Mendoza
Bogotá
Summary
Highly experienced in delivering exceptional customer service and serving as a competent leader and floor support. Continually analyzing customer feedback to improve processes and elevate service levels. Proficient in implementing strategies that enhance customer satisfaction and effectively supervise the agency's retention process. Skilled in driving sales through the cross-sale program, resulting in increased customer service satisfaction and reduced cancellations. Adept at training new agency staff on the EZLynx program, covering notes, tasks, reports, and procedures.
Overview
4
4
years of professional experience
Work History
Customer service Team Lead
Metropolitan Insurance
03.2019 - 05.2019
- Personal trainer at EZLynx Program, Supervise Retention process of the agency, customer service care representative
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Promoted to team lead of customer service for displaying outstanding enthusiasm and remaining calm in extremely trying situations.
- Coached new team members on service techniques and provided scoring through quality assurance program.
- Managed high-performing customer service team, consistently exceeding company performance benchmarks.
Supervisor
GLOBAL INSIGHTS SAS
10.2016 - 02.2019
- Enhanced customer satisfaction through timely responses to inquiries and effective problem-solving concerns, and finding effective solutions.
- Identified operational inefficiencies and implemented corrective measures to increase effectiveness.
- Collaborated with other departments to achieve organizational goals, fostering teamwork across various functions.
- Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
- Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
- Developed effective improvement plans in alignment with goals and specifications.
Customer service Rep
Metropolitan Insurance Agency
08.2015 - 10.2016
- Customer service representative, commercial team leader
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Implemented and developed customer service training processes.
- Responded to customer requests for products, services, and company information.
Education
Bilingual Assistance -
Institute Meyer
06.2011
Skills
- Teamwork
- Leadership
- Empathy
- Confidence
- Commitment
- Responsibility
- Willing to change
- Feedback
- Planning
- Listening
- Problem solving
- EZLynx Program
- Outlook
- Skype
- Microsoft Office
Languages
Spanish
Native language
English
Advanced
C1
Timeline
Customer service Team Lead
Metropolitan Insurance
03.2019 - 05.2019
Supervisor
GLOBAL INSIGHTS SAS
10.2016 - 02.2019
Customer service Rep
Metropolitan Insurance Agency
08.2015 - 10.2016
Bilingual Assistance -
Institute Meyer
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