Hubspot
Jose Hernan
Customer Success
San Pedro Sula,Cortes
Summary
Experienced in Supervisor bringing over 8 years of quality performance in customer support supervisory roles. Skilled in mentoring team members to deliver exceptional service and building team morale through effective communication and positive performance feedback. Accustomed to defusing customer dissatisfaction and managing competing priorities with superior results.
Overview
9
9
years of professional experience
3
3
Certifications
2
2
Languages
Work History
Customer Service Supervisor
Itel
05.2023 - 03.2024
- Facilitated cross-functional initiatives between teams for improved coordination in addressing complex customer needs.
- Collaborated with other departments to address recurring customer concerns, improving overall service quality.
- Demonstrated exceptional problem-solving abilities in navigating challenging customer scenarios and finding solutions that met their needs as well as aligned with company policies.
- Managed escalated calls with diplomacy, successfully deescalating situations while ensuring satisfactory resolutions for both parties involved
Tech Support Supervisor
Washify LLC
06.2020 - 12.2022
- Led the Tech Support team remotely for the most advanced POS system for the car wash industry, responsible for managing client accounts worth $7M in annual revenue; in 2020, Engaged with customers by email, live chat, phone, and social media
- Met with clients to maintain communication to enhance teams' execution of new products and delivered training reports
- Demonstrated communication and relationship management skills by identifying customer account needs, setting goals and success measurables, and delivering positive outcomes
- Anticipated, managed, and resolved conflicts by empathizing and listening to customers and paying close attention to each account
- Built and managed ongoing relationships with customers by listening to concerns, managing expectations, and proactively finding solutions, achieving a customer satisfaction rate of 95%
- Engaged in the recruitment and training process for the Tech Support Team expansion of 30% in 2022
- Introduced better customer care procedures to increase satisfaction levels
- Streamlined team's customer handling processes
- Managed remote software deployments and updates to a 100% customer database.
Subject Matter Expert
Zero Variance
04.2019 - 05.2020
- Utilized conflict management skills to listen and empathize with customers, maintaining an NPS rate of 94%
- Conducted comprehensive assessments of organizational needs, identifying areas for improvement and implementing targeted solutions.
- Established best practices for knowledge sharing, fostering a culture of continuous learning and improvement.
- Optimized subject matter content by conducting extensive research and incorporating industry trends.
Customer Service & Sales Supervisor
Alorica
09.2015 - 10.2018
- Awarded Top Notch 2 years consecutively in 2016 and 2018, and Reward for Best Sales Supervisor.
- Mentored junior staff members, fostering professional development and career progression within the organization.
- Drove direct reports to exceed KPIs by a 12% average.
- Contributed to implementing new inbound Queues to channel customer escalation by providing feedback and engaging in remote testing with the Engineering Team.
Education
CEUTEC - Business Administration -
Universidad Tecnológica De Honduras
San Pedro SulaHigh School Diploma - undefined
Academia Americana
Skills
Performance Management
Customer Relations
Account Management
Strategic Planning
Certifications Courses
- ADEN International Business School Leadership, Administration, and Production
- AT &T - Leadership
- PMI - Six Sigma Foundations
- PMI - Strategic Planning
Software
Salesforce
Zendesk
Aloware
Freshdesk
Team Viewer
Certification
ADEN International Business - Leadership, Administration and Production
Timeline
Customer Service Supervisor
Itel
05.2023 - 03.2024
Tech Support Supervisor
Washify LLC
06.2020 - 12.2022
Subject Matter Expert
Zero Variance
04.2019 - 05.2020
Customer Service & Sales Supervisor
Alorica
09.2015 - 10.2018
CEUTEC - Business Administration -
Universidad Tecnológica De Honduras
High School Diploma - undefined
Academia Americana