Customer support professional with extensive experience in managing support teams and driving customer satisfaction. Known for fostering teamwork and adaptability in dynamic environments. Recognized for problem resolution and communication skills.
Overview
11
11
years of professional experience
Work History
Global Customer Support Manager
Pole Star Global
10.2023 - Current
Lead the global customer support team to ensure seamless service delivery and client satisfaction
Align support strategies with company culture to optimize operations and efficiency
Provide leadership to team members and mentor for continued growth
Utilize bilingual proficiency to manage support across diverse international markets
Regional Support Lead – LATAM
Pole Star Global
03.2021 - 10.2023
Led the regional LATAM support team, ensuring consistent, high-quality customer service
Collaborated with cross-functional teams to identify areas for operational improvement
Delivered client solutions tailored to the unique needs of the LATAM market
Senior Customer Support Representative
Pole Star Global
02.2020 - 03.2021
Provided premium customer support by addressing inquiries and resolving issues efficiently
Developed problem-solving solutions while maintaining high customer satisfaction standards
Acted as a mentor to junior team members and helped streamline internal processes
Customer Support Representative
Pole Star Space Applications
09.2014 - 02.2020
Managed escalated calls with professionalism, ultimately resolving complex issues to the satisfaction of both the client and company.
Resolved customer complaints by distinguishing, prioritizing and reporting technical issues.
Balanced multiple priorities while maintaining a focus on excellent communication skills and attention to detail.
Participated in ongoing training to learn new products and enhance skills to optimize customer support delivery.
<ul><li>Company Overview: Loggerhead is a premier Florida property insurer that offers a user-friendly process, transparent claim handling, and prompt solutions for policyholders, creating a world-class customer experience.</li><li>Responsible for creating, directing, and managing the Customer Service, Internal Sales, and Agency Support functions for a new Homeowners' Insurance Company in Florida by overseeing the short and long-term strategies of the organization's customer success journey. This may include, but is not limited to, providing strategic recommendations regarding concepts and routines that drive efficiency and empower employees.</li><li>Work closely with the CEO and COO on all aspects of delivering service to customers and agents.</li><li>Provide strategic oversight and guidance to the operational leadership team.</li><li>Work closely with other department heads to support projects or procedures that have a direct impact on customers.</li><li>Responsible for the selection and implementation of the CSAT platform as well as the Customer Relationship Management (CRM) software currently in use with the organization.</li><li>Responsible for building out all operational teams, including job development, standard operating procedures, quality management, and the like.</li><li>Work in an integrated fashion with third-party vendors to provide "world-class" customer service to Policyholders, Agents, and other customers both in and out of inbound and outbound settings.</li><li>Collaborate with business units throughout the organization to design, develop, and implement consumer-focused business practices, procedures, and Corporate Policies.</li></ul> at Loggerhead Reciprocal Interinsurance Exchange<ul><li>Company Overview: Loggerhead is a premier Florida property insurer that offers a user-friendly process, transparent claim handling, and prompt solutions for policyholders, creating a world-class customer experience.</li><li>Responsible for creating, directing, and managing the Customer Service, Internal Sales, and Agency Support functions for a new Homeowners' Insurance Company in Florida by overseeing the short and long-term strategies of the organization's customer success journey. This may include, but is not limited to, providing strategic recommendations regarding concepts and routines that drive efficiency and empower employees.</li><li>Work closely with the CEO and COO on all aspects of delivering service to customers and agents.</li><li>Provide strategic oversight and guidance to the operational leadership team.</li><li>Work closely with other department heads to support projects or procedures that have a direct impact on customers.</li><li>Responsible for the selection and implementation of the CSAT platform as well as the Customer Relationship Management (CRM) software currently in use with the organization.</li><li>Responsible for building out all operational teams, including job development, standard operating procedures, quality management, and the like.</li><li>Work in an integrated fashion with third-party vendors to provide "world-class" customer service to Policyholders, Agents, and other customers both in and out of inbound and outbound settings.</li><li>Collaborate with business units throughout the organization to design, develop, and implement consumer-focused business practices, procedures, and Corporate Policies.</li></ul> at Loggerhead Reciprocal Interinsurance Exchange