Customer Service Manager

JOSE DIAZ

Orlando, FL ***** 939-***-**** ************@*****.***

• Customer service

• Problem-solving

• Microsoft outlook, word, and Excel

• Customer focused

• Customer relations

• Decision-making

• Cash handling

• Exceptional interpersonal communication

• Team building and leadership

• Relationship building

• New hire training

• Policy enforcement

Customer Service Manager

Caguas Auto Rental

• Managed customer inquiries and complaints, ensuring timely resolutions and enhanced satisfaction.

• Developed training materials for team members to improve service delivery and product knowledge.

• Oversaw scheduling of staff, optimizing service coverage during peak operational hours.

• Implemented feedback systems to gather customer insights, driving continuous improvement initiatives.

• Coordinated vehicle maintenance schedules, maintaining fleet readiness for customer rentals. Established strong relationships with customers, enhancing loyalty through personalized service experiences.

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• Resolved customer complaints while prioritizing customer satisfaction and loyalty.

• Took ownership of customer issues and followed problems through to resolution. Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.

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• Reduced customer complaints, proactively addressing issues and implementing effective solutions. Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.

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• Followed through with client requests to resolve problems. Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.

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PROFESSIONAL SUMMARY

SKILLS

WORK HISTORY

Collaborated with upper management to improve customer service processes and support structures company-wide.

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Security Host, 08/2019 - Current

Walt Disney World Resort – Orlando, FL

• Monitored guest behavior to ensure safety and compliance with park regulations.

• Provided assistance during emergencies, coordinating with security teams to maintain order.

• Conducted regular safety inspections of designated areas, identifying potential hazards.

• Collaborated with team members to execute crowd control measures during peak times.

• Responded promptly to incidents, documenting details for further investigation and reporting.

• Engaged with guests to foster a welcoming environment while ensuring security presence.

• Trained new security hosts on company protocols, contributing to a knowledgeable and skilled team.

• Provided exceptional customer service to guests while maintaining strict adherence to security protocols. Interpreter, 04/2017 - 10/2018

Language Line Services

Facilitated real-time language interpretation for diverse client interactions, ensuring clear communication and understanding.

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Collaborated with clients to determine specific language needs, adapting services accordingly for optimal support.

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• Utilized advanced interpretation technologies to enhance accuracy and efficiency during sessions. Maintained confidentiality and professionalism while managing sensitive information across various sectors.

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• Utilized active listening skills and cultural sensitivity to convey accurate interpretations. Interpreted remotely through video conferencing or phone to facilitate communication between parties unable to meet in person.

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Enhanced communication between clients and non-English speakers by providing accurate translations in real-time conversations.

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Improved patient outcomes in healthcare settings by facilitating clear communication between medical professionals and non-English speaking patients.

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Respiratory Therapy, 09/2008

Huertas Coleege - Caguas PR

EDUCATION

BILINGUAL

English Spanish, some Portuguese

Spanish

Native or Bilingual

LANGUAGES

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