Microsoft office
Gustavo Gazel Piedra
Moravia,C
Summary
Experienced Supervisor with a proven track record of managing teams and achieving exceptional results. Demonstrated ability to identify and resolve issues quickly and efficiently, while maintaining a high level of customer satisfaction. Proactive, energetic, highly committed detailed oriented and reliable with extensive background in customer service relations and leadership who is seeking to maintain a full-time position that offers professional challenges utilizing interpersonal, problem solving and management skills.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Customer Service Supervisor
Westgate Resorts
01.2019 - 07.2023
- Enhanced team productivity through regular coaching, feedback, and performance evaluations.
- Streamlined workflow processes for increased efficiency in handling customer inquiries and complaints.
- Collaborated with other departments to address recurring customer concerns, improving overall service quality.
- Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
- Evaluated individual performance metrics to identify areas of improvement, providing targeted coaching to boost results.
- Monitored call center data to assess trends, proactively implementing solutions for identified issues.
- Built highly-efficient administrative team through ongoing coaching and professional development opportunities.
- Trained team members on new hotel services and products to support promotional efforts.
- Oversaw appointment scheduling and itinerary coordination for both clients and personnel.
- Optimized organizational systems for payment collections, AP/AR, deposits, and recordkeeping.
- Maintained up-to-date knowledge of company products and services, effectively communicating changes to the team for seamless customer support.
- Managed escalated calls with diplomacy, successfully deescalating situations while ensuring satisfactory resolutions for both parties involved.
Specialty Agent
Westgate Resorts
01.2017 - 01.2019
- Enhanced client satisfaction by promptly addressing inquiries and providing accurate information on products and services.
- Expanded customer base through effective networking, cold calling, and relationship-building strategies.
- Streamlined internal processes for improved efficiency and productivity within the agency.
- Spearheaded team training initiatives, equipping agents with essential skills to excel in their roles.
- Generated reports as required in Five9/Tableau/SAMS, assisted and maintained all necessary reports.
- Delivered exceptional customer service by proactively addressing concerns and fostering a positive experience throughout all interactions.
- Maintained accurate records of client communications, transactions, policies, and other relevant documentation for seamless operations within the agency.
- Mentored junior agents within the team, sharing insights and best practices to support their professional growth and contributions to the agency''s success.
- Generated leads for sales and rental properties through cold calls and referrals.
- Collaborated with stakeholders to complete property sales and purchases.
Marketing Coordinator Service Agent
Westgate Resorts
01.2015 - 01.2017
- Enhanced customer satisfaction by efficiently resolving inquiries and addressing concerns.
- Maintained a high level of professionalism when interacting with customers, ensuring positive experiences.
- Contributed to achieving company goals by consistently meeting or exceeding performance metrics.
- Effectively managed escalations from dissatisfied customers, working closely with management to ensure timely resolutions that maintained brand reputation.
- Responded to customer calls and emails to answer questions about products and services.
- Collaborated with sales team members to stay current on inventory levels, complete accurate orders, and resolve item issues.
Client Services Advocate
Bank Of America
02.2012 - 01.2015
- Enhanced client satisfaction by addressing inquiries and resolving issues promptly.
- Streamlined communication channels for improved client relations and timely response to requests.
- Implemented efficient processes for managing client accounts, ensuring accuracy and organization.
- Collaborated with cross-functional teams to deliver exceptional service and meet clients'' expectations.
- Monitored account activity, proactively addressing potential issues before they escalated into problems.
- Managed a high volume of inbound calls while maintaining professionalism and efficiency under pressure.
- Communicated with clients regarding account services, statements, and balances.
Customer Service and Technical Support Agent
Dish Network
03.2009 - 02.2012
- Improved customer satisfaction by providing timely and efficient technical support to clients.
- Resolved complex technical issues for better client experience and smoother operations.
- Assisted colleagues in troubleshooting cable and software and hardware problems, enhancing team productivity.
- Diagnosed system errors with meticulous attention to detail, ensuring accurate solutions were provided.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
Education
No Degree - Computer Engineering
Universidad Fidelitas
San Jose, Costa RicaMechanics -
Instituto Nacional De Aprendizaje
San Jose, Costa Rica04.2007
High School Diploma -
Colegio Teresiano San Enrique De Osso
Costa Rica12.2004
Skills
- Performance Evaluation
- Team Development
- Performance Evaluations
- Records Management
- Decision-Making
- Workflow Management
- Team Building and Leadership
- Work Prioritization
- Call Center Operations
- Continuous Improvement
- Positive and Constructive Feedback
- Account Authorizations
- Time Management
- Problem-Solving
- Leading Team Meetings
- Handling Escalations
- Quality Assurance
- Account Management
- Performance Management
- Call Monitoring
- Training and Mentoring
- Customer Relations
- Team Leadership
- Technical Support
- Active Listening
Accomplishments
Specialty agent of the year award, 2018
Certification
● Westgate Resorts Marketing and Customer Service Training Certification
● Use of Tableau, EPRO system, Microsoft office
● Certification of Customer Service Specialist for Bank of America ● Customer Service and Technical Troubleshooting Training Certification for Dish NetworkSoftware
Tableau
EPRO
Languages
English
Bilingual or Proficient (C2)
Spanish
Bilingual or Proficient (C2)
References
References available upon request.
Timeline
Customer Service Supervisor
Westgate Resorts
01.2019 - 07.2023
Specialty Agent
Westgate Resorts
01.2017 - 01.2019
Marketing Coordinator Service Agent
Westgate Resorts
01.2015 - 01.2017
Client Services Advocate
Bank Of America
02.2012 - 01.2015
Customer Service and Technical Support Agent
Dish Network
03.2009 - 02.2012
No Degree - Computer Engineering
Universidad Fidelitas
Mechanics -
Instituto Nacional De Aprendizaje
High School Diploma -
Colegio Teresiano San Enrique De Osso
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