Experience

Color

• United States
• Public Health
• 300 - 400 Employee

• Support Team Manager

  • Nov 2021 - Present

  - Lead a team of 15 to 20 direct reports overseeing their training, development, and monitoring to deliver white glove customer service.- Collaborate directly with internal teams to provide customer insights and assist with product enhancements to provide the best customer experience using our platforms-Manage customer support contact center such as updating IVR flows as necessary based on product launches and program requirements

• Operations Support Lead

  • Dec 2020 - Nov 2021

  - Collaborated in the creation, review, and updates of SOPs.- Planned and executed training of support agents for product launches.- Participated in the interview, onboarding, and training process of new customer support agents as the team was scaled- Assisted with the translation of website content to Spanish to be used on external pages. - Managed and resolved escalations triaged by S1/S2 support agents.

• Partner Operations Specialist

  • Jun 2018 - Dec 2020

  - Collaborated with the sales team with the implementation of Color products and continued education for domestic and international partners- Own various projects and product initiatives pertaining to education of new product launches- Closely followed SOPs and other process documentation while identifying opportunities for changes and improvements

• Customer Support Agent

  • Aug 2017 - Jun 2018

  - Provided prompt email and phone support to a variety of customers from direct consumers to international partners.- Resolved customer and operational issues by collaborating and triaging (when necessary) across all departments by working with the operations, engineering, and lab teams.- Handled order processing including order entry, fulfillment, assisting in account creation, and supporting relationships with offices and clinics.- Communicated customer experiences to the broader Color team as part of continuous improvement efforts. Show less



T-Mobile

• United States
• Telecommunications
• 700 & Above Employee

• Sales Associate

  • May 2015 - Aug 2017

  - Provided outstanding customer service to individuals in need of support with mobile devices. Informed, advised, and offered customers cellular services based on their needs. Tracked and met personal KPIs, and administrated personal and business accounts. - Delivered outstanding customer service by following proper SOPs and maintaining an NPS score above 90. - Solved any problems relating to customer's monthly billing statements, current plans and cellular devices. - Worked with other departments within the company to fulfill customer requests and to find solutions to their problems. - Collaborated with the retail store team to meet and exceed different metrics month-to-month. Advised customers about cellular devices and plans concluding with selling them such devices and services. Show less



Santa Clara Unified School District

• United States
• Education Administration Programs
• 700 & Above Employee

• Spanish Interpreter

  • Aug 2014 - May 2015

  Assisted in the translation of teacher lead meetings to support Spanish-speaking parents and guardians of students. Assisted in the translation of teacher lead meetings to support Spanish-speaking parents and guardians of students.