Grayce Castañeda
Account Manager Apprentice
Panama
Summary
Enhance team performance and maximize customer satisfaction by strategically managing calls and implementing process improvements. Talented leader offering top-notch abilities in program management, interpersonal communication and administrative oversight. Successful at training and mentoring employees to promote culture of collaboration and continuous improvement.
Overview
6
6
years of professional experience
Work History
Customer Service Manager
Foundever (Sitel) Panama
05.2024 - Current
- Developed strong relationships with key clients, ensuring their needs were met consistently and promptly.
- Facilitated clear communication between departments, ensuring seamless resolution of customer concerns in a timely manner.
- Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.
- Resolve clients request and find and close gaps in a timely manner.
Customer Service Supervisor
Foundever (Sitel) Panama
09.2020 - 05.2024
- Work together with the Operation to meet the client´s expectations.
- Coached team members to deliver hospitable, professional service while adhering to set service models.
- Managed escalated calls with diplomacy, successfully deescalating situations while ensuring satisfactory resolutions for both parties involved.
- Evaluated individual performance metrics to identify areas of improvement, providing targeted coaching to boost results.
Customer Service Representative
Foundever (Sitel) Panama
06.2018 - 09.2020
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
Education
Bachelor of Administrative Studies - Operations Ingeneering And Bussiness Logistics
Universidad De Panama
Panama City, Panama 05.2001 -
High School Diploma -
The Hun School of Princeton
Princeton, NJ 05.2001 -
Skills
Customer Service
Complaint resolution
Customer Relationship Management (CRM)
Problem-Solving
Workflow Management
Team Management
Languages
Spanish
Native or Bilingual
English
Full Professional
Timeline
Customer Service Manager
Foundever (Sitel) Panama
05.2024 - Current
Customer Service Supervisor
Foundever (Sitel) Panama
09.2020 - 05.2024
Customer Service Representative
Foundever (Sitel) Panama
06.2018 - 09.2020
Bachelor of Administrative Studies - Operations Ingeneering And Bussiness Logistics
Universidad De Panama
05.2001 -
High School Diploma -
The Hun School of Princeton
05.2001 -
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