Customer Success/Retention Team leader, Sales Representative , Bookkeeper & Data

With over 5 years of experience in customer service, consistently recognized for delivering exceptional support and driving customer retention while meeting Average Handle Time (AHT) goals. Frequently acknowledged for balancing efficiency with quality service, ensuring customer satisfaction and loyalty. Skilled in identifying opportunities to discuss additional agendas with customers, including upselling and account transfers, contributing to overall business growth. Adept at building rapport, resolving concerns effectively, and aligning customer needs with company objectives.

Experienced Team Leader with a proven track record of managing 15–28 agents, both tenured and new hires. Successfully transformed underperforming agents into high-performing team members within 1–2 months, tailoring coaching approaches to individual learning capabilities. Skilled at motivating teams by connecting performance outcomes to personal growth and benefits. Strong expertise in sales strategies, lead generation, customer success, and retention—both client and agent. Goal-oriented with a problem-solving mindset, able to drive results while fostering engagement and accountability. Highly adaptable to new tools and technologies, with hands-on experience in CRM systems, AI applications, and productivity platforms including Tableau, Maestro, Asana, Slack, Discord, Salesforce, Workday, and payroll systems such as eStart Editing.

Worked with a company handling multiple sales accounts, receiving training across diverse product lines to ensure consistent achievement of sales targets. Served as a Sales Reliever, transitioning between accounts once initial product sales goals were met, demonstrating adaptability and versatility in different market segments. Recognized as a “Buzzer Beater” for consistently meeting and exceeding targets under tight deadlines. Developed strong product knowledge and sales acumen, enabling quick ramp-up and effective contribution across varied accounts.

Recognized as MVP Assistant Processor for a company specializing in student loans. Ensured customers were consistently updated on new government implementations and process changes, providing clear guidance on requirements and next steps. Demonstrated strong awareness of compliance procedures and operational workflows, contributing to improved customer understanding and satisfaction.

Received C1 Certification in Spanish, currently continuing development to reach full professional fluency and maximize potential in multilingual communication.