Experienced Team Leader with 8 years of experience in a fast-paced customer service environment and able to prioritize and delegate tasks effectively. Bilingual (Spanish-Reading/Writing). Dedicated to providing excellent customer service and making operational and procedural improvements. Action-oriented with strong ability to communicate effectively with technology, executive, and business audiences.
• Tracked, resolved and responded to mediated complaints from customers and government entities. Played an essential role in the development of compliance documents such as terms and conditions, contract summaries, customer enrollment forms and new markets. Ran management reports that measured team performance to ensure compliance with the companies. KPI matrix Monitored inbound and outbound calls for both inside and outside sales channels and customer service. Directed a team of six to establish a comprehensive compliance program. Monitored third party verifications from outside vendors to ensure compliance with company and regulatory requirements.
