Google Workspace
Jimena Rodríguez
Customer Service And Sales Team Leader
San José, Costa Rica
Summary
Personable customer service and sales team leader with 3 years of experience in customer experience, sales and people management. Passionate about providing outstanding customer experience and leading people towards success.
Overview
3
3
years of professional experience
3
3
Languages
Work History
Inbound Sales Team Leader
Movate for Domestic & General
05.2025 - Current
- Lead a team of sales representatives focused on upselling, providing regular coaching and strategic guidance to maximize customer satisfaction and retention.
- Monitor team KPIs and individual metrics, identifying areas for improvement and implementing data-driven strategies to optimize results.
- Analyze performance trends to guide decision-making, process enhancements, and sales initiatives.
- Conduct interviews for new team members and contribute to hiring decisions.
Customer Service and Sales Team Leader
Infosys BPM for Verizon
02.2023 - 11.2024
- Supervised a team of 15 agents on average, driving performance through regular coaching, quality monitoring, and KPI reviews.
- Delivered technical and procedural support to team members, ensuring accurate and efficient resolution of customer issues.
- Conducted one-on-one sessions and implemented performance improvement plans to foster professional development and accountability.
- Served as weekly product presentation leader to drive knowledge sharing and collaboration.
- Managed administrative responsibilities including payroll, real-time schedule adherence, and attendance tracking.
- Led change adoption initiatives related to new tools, policies, and workflows, promoting engagement and alignment across the team.
- Designed and coordinated team engagement activities to drive motivation and boost sales performance.
Subject Matter Expert (SME)
Infosys BPM for Verizon
08.2022 - 02.2023
- Provide floor support for training, nesting and production teams.
- Support Team Lead for KPI analysis, areas of improvement and success and direct involvement in action plans for outliers.
- Review credit requests and follow up with customers for escalated scenarios.
Customer Service Representative
Infosys BPM for Verizon
04.2022 - 08.2022
- Handled inbound and outbound calls for personal postpaid wireless accounts, providing technical support mobile devices and phone services including activation for new devices.
- Assisted customers with billing inquiries, explaining charges and resolving disputes.
- Promoted products and services tailored to customer needs.
In-Store and Sales Assistant
Attila Colectiva
12.2021 - 04.2022
- Designed and managed social media content to promote products and engage customers.
- Delivered excellent customer service both in person and through social media channels.
- Received merchandise and coordinated with suppliers to ensure timely inventory replenishment.
- Recorded and maintained inventory levels to support accurate stock management.
- Handled sales transactions, issued invoices, and managed the cash register.
Education
Licentiate Degree - Industrial Engineering
Universidad Latina De Costa Rica
Rincón De Sabanilla, Heredia 05.2001 -
High School Diploma -
Los Angeles School
Sabana Norte, San José 05.2001 -
Portuguese Complete Study Program -
Centro De Difusión Y Estudios Brasileños
Santa Ana, San José 05.2001 -
Skills
- Positive and motivational team leadership
- Effective and cross-functional communication
- Coaching, training & mentoring
- Customer-focused service delivery
- KPI tracking & goal achievement
- Process implementation & optimization
- Detail-oriented
- Problem-solving
Software
Microsoft Office
Timeline
Inbound Sales Team Leader
Movate for Domestic & General
05.2025 - Current
Customer Service and Sales Team Leader
Infosys BPM for Verizon
02.2023 - 11.2024
Subject Matter Expert (SME)
Infosys BPM for Verizon
08.2022 - 02.2023
Customer Service Representative
Infosys BPM for Verizon
04.2022 - 08.2022
In-Store and Sales Assistant
Attila Colectiva
12.2021 - 04.2022
Licentiate Degree - Industrial Engineering
Universidad Latina De Costa Rica
05.2001 -
High School Diploma -
Los Angeles School
05.2001 -
Portuguese Complete Study Program -
Centro De Difusión Y Estudios Brasileños
05.2001 -
Similar Profiles
Leona PaulLeona Paul
Outbound Customer Service Sales/ Administration at Domestic & GeneralOutbound Customer Service Sales/ Administration at Domestic & General
Saul BrookSaul Brook
Sales Advisor at Domestic and generalSales Advisor at Domestic and general
Samantha Suzette DiasSamantha Suzette Dias
Service Support Lead at Domestic & GeneralService Support Lead at Domestic & General
Sebastian MurilloSebastian Murillo
Lead Recruiter at MicrosoftLead Recruiter at Microsoft
Allan Ramirez CAllan Ramirez C
Information Security Lead at PHILIPSInformation Security Lead at PHILIPS