Customer Service Support

ISAIAS IGLESIAS

786-***-**** *********@*******.*** Miami, Fl

SUMMARY

Over 10 years of experience leading high-touch customer support teams while improving risk management for escalated issues.

Achieved over 80% first call resolution at Chewy Inc., driving enhanced operational efficiency through strategic workflow optimization.

Directed cross-functional initiatives, producing actionable reports and ensuring compliance to boost overall customer satisfaction.

WORK EXPERIENCE

Chewy Inc. Plantation, FL

Escalated Customer Service Supervisor Jan 2020 - Present Resolved escalated high-touch customer issues by promptly engaging leadership, reducing repeat incidents and reinforcing risk management protocols.

Delivered outstanding customer service with over 80% first call resolution, enhancing team performance through effective CRM utilization.

Optimized team workflows to reduce response times by 20%, leveraging CRM systems for seamless operations. Barton G – The Villa (former Versace Mansion)/Barton G The Restaurant Miami Beach . Miami Beach, FL Guest Relations Manager Jan 2013 - Jan 2019

Delivered flawless guest experiences by analyzing feedback and instituting strategic improvements that elevated overall ratings by 15%.

Assisted in transitioning to a cloud-based platform, increasing operational efficiency by 25%. Collaborated with cross-functional teams to refine customer service strategies using CRM data insights. Townhouse Hotel Miami Beach, FL

Front Desk Supervisor/Reservations Agent/Concierge Jan 2010 - Jan 2015 Directed customer service staff by assigning tasks, providing training, and conducting appraisals, thereby streamlining workflow efficiency.

Reduced employee turnover and boosted customer satisfaction by 35% through strategic team development. Integrated workforce management protocols, resulting in more efficient scheduling and enhanced service quality. EDUCATION

UCF Orlando, FL

Associates in Sciences, Computer Science

SKILLS

Customer Support & Service: Customer Service, Customer Support, Crisis Handling, Risk Management Operational Excellence: Workflow Optimization, Operational Efficiency, Workforce Management, Compliance Analytical & Reporting: Data Analysis, Reporting, CRM Leadership & Collaboration: Stakeholder Management, Employee Development, Training & Development

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