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Work Background
ThryvClient Success Manager
Aug. 2024United StatesAs Client Success Manager at Thryv, I take full ownership of the client journey, from onboarding through ongoing strategic support, ensuring a seamless integration of our solutions into their business operations. My role involves collaborating with clients to define clear expectations and align our platform’s capabilities with their specific business objectives, both short and long-term. I provide tailored guidance, proactively address product-related needs, and serve as the key liaison for issue resolution. By leveraging cross-functional teams, I ensure clients experience sustained success, while continuously driving innovation, client confidence, and digital transformation through Thryv’s comprehensive suite of solutions.
TeleperformanceOperations Supervisor
Jul. 2021 - Jul. 2024Responsible for overseeing and guiding a team of CSR with different assignments. Managing and developing people performance, key tasks include monitoring daily operations, ensuring adherence to company policies and quality, resolving escalated customer issues, and providing performance feedback. Additionally, tasked with training and developing staff, analyzing customer service metrics, and implementing strategies to improve customer satisfaction and efficiency, streamline KPIs compliance, aiming to outstanding results. Evaluate outcomes to mesurare individual’s opportunities and getting the Root Cause for improvement. Responsible for team payroll assumptions and administrative needs. Constant follow up and coaching for development and improvement, including creating learning plans, role plays, process of improvement, skills transfer, DFM, Etc.
TeleperformanceCustomer Service Specialist
Dec. 2019 - Jul. 2021Bilingual Customer Service Representative with a strong background in effectively managing customer inquiries and resolving issues. Skilled in communication, problem-solving, and maintaining a high level of customer satisfaction.
Total Life Changes, LLCFreelancer
Jan. 2019 - Jun. 2019
Atal CaribeElectrical Specialist
Mar. 2018 - Aug. 2019Electrical Specialist responsible for installing, maintaining. Tasks include troubleshooting electrical issues, ensuring compliance with safety standards, and conducting regular inspections. Proficient in reading blueprints and technical diagrams, performing wiring, and upgrading electrical systems. Committed to delivering high-quality work and ensuring the reliability and safety of electrical operations.
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