Yolwin Chirinos
Customer Serivice Manager
Barranquilla,ATL
Summary
- Hybrid Team Leadership: Proven experience managing on-site, remote, and international teams (Nicaragua & USA).
- Performance Optimization: Expert in boosting agent KPIs and exceeding vendor performance benchmarks.
- Omnichannel Support Supervision: Specialized in managing high-volume Chat, Email, and Customer Service operations.
- Client Relations: Experience coordinating directly with US-based clients to identify growth opportunities and campaign improvements.
- Coaching & Development: Skilled in training agents to improve soft skills and technical proficiency.
- CRM & Databases: Salesforce, Oracle, and RMS systems.
- Office Suite: Microsoft Office Specialist (Advanced Excel, Word, Outlook, and Teams).
- Technical Platforms: Extensive experience in system administration and data management.
Overview
7
7
years of professional experience
2
2
Languages
Work History
Team Leader
Primo Brands
2024.05 - 2026.04
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Virtual Team Management: Successfully led and supervised a remote team of 16 native English-speaking agents. Orchestrated direct meetings with clients in Sunrise, Florida, to identify strategic areas of opportunity for both agent development and campaign optimization.
- On-site Collaboration: Traveled to the company’s headquarters in Sunrise, Florida, to strengthen professional ties and align operational go
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Led a diverse team of 15 members, including 2 remote agents in Nicaragua and a 13-member in-office chat support team. Maintained high-performance standards through virtual workflows similar to those established with the Sunrise, Florida, operations.
- Significantly boosted team KPIs and productivity metrics, consistently outperforming other external vendors. Focused on agent coaching and strategic monitoring to achieve top-tier campaign results
Chat and Email Customer Service Represantative
Primo Water
2023.08 - 2024.04
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Handled 3 chats at the same time, guiding the customer to navigate over the the website.
- Working over email department worked from SalesForce, we should response at least 60 emails per day, providing the correct resolution to the customer or drill down to a second department in case is needed.
- Based on the customer requested or concerns, we should follow the company policies, and QA requirements.
- Educated customers about billing, payment processing and support policies and procedures.
Customer Service Representative
American Airlines
2021.12 - 2023.02
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
- Schedule and reschedule flights for customer around the world. Managing the package department.
- Track flights, educating the customer about possible delays or change of airplane.
Technical Support Representative
Acer
2019.01 - 2021.10
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Schedule tickets in case the issue neede to be escalated to a higher department.
Education
Bachelor of Science - Technology Education
Nuestra Senora Del Valle
Venezuela 2001.05 -
Skills
Team supervision
Teamwork and collaboration
Work planning
Team motivation
Leading team meetings
Timeline
Team Leader
Primo Brands
2024.05 - 2026.04
Chat and Email Customer Service Represantative
Primo Water
2023.08 - 2024.04
Customer Service Representative
American Airlines
2021.12 - 2023.02
Technical Support Representative
Acer
2019.01 - 2021.10
Bachelor of Science - Technology Education
Nuestra Senora Del Valle
2001.05 -