Customer Support Leadership Professional
Resume:
NANCY SUERO
*** ********* **** ******* **, *****
Email · ***************@*****.***
Obtain a position with a company where I can offer and maximize my current skills in team leadership, quality assurance, customer service, product knowledge and training.
DATES FROM – 2015-2024
MANAGER, CUSTOMER SUPPORT/FL SUPPORT ENGINEERS VERITAS TECHNOLOGIES
Managed multi-lingual Customer Care team (13-15), who served as the first point of contact for Customers and Partners, with inquiries regarding various issues related to products and services.
Maintained call distribution schedule and coordinated work schedules for specialist
Monitoring Service levels/Abandoned rates, tracked KPIs and NPS to ensure targets and goals were met
Monitored survey feedback and tool corrective action to improve customer experience.
Interviewed and hired new talent to improve Team performance
Conducted Mock quality evaluations
Provided assistance with inquiries and comprehensive resolution concerning, but not limited to, product licensing, activation, upgrades, and renewals
Ensured high quality customer service
Delegated tasks, prepared written appraisals for the team
Identified areas that improved efficiency and productivity
Held regular one on one’s with the team and provided coaching
Collaborated closely with other Team Managers and Enablement team
DATES FROM –2014-2015
TEAM LEADER, VERITAS TECHNOLOGIES
Assisted agents with QA tips and escalated cases
Monitored Queues and availability of staff
Monitored the escalation emails and assist as needed
Provide team with information on policy and procedures
Work with Veritas internals (Tech support, renewals and sales etc)
Provide my supervisors with input for Team meetings
Work with my supervisor with coaching tips for the team
Helped with providing training tips for CSS and EV.cloud customers
Assist agents with QA tips
DATES FROM-2013-2014
GLOBAL CUSTOMER CARE AGENT, VERITAS TECHNOLOGIES
Serve as the first point of contact for Customers and Partners across the globe, who have inquiries, requests or issues relating to Veritas products or services; as needed, responsible for engaging the appropriate individuals or teams to provide guidance/resolution.
Deliver a high level of service and provide prompt resolution to ensure customer satisfaction - Support ongoing customer retention activities, including researching what may be the root cause of a customer issue or problem
Manage customer inquiries and troubleshoot customer issues using appropriate reference materials and internal knowledge documents.
Responsible for routing incoming calls globally based on customers request
Provide first level quality Customer Service, resulting in 100% customer satisfaction
Assist customers with their license files and downloads, for product activation
DATES FROM 2011-2013
TEAM LEADER ERS CUSTOMER ADVOCATE & DISPATCHER, AAA AUTO CLUB SOUTH
Communicated system and procedural changes to my team.
Assisted team with understanding new policies and procedures and training.
Monitored calls and made sure everyone was signed on at their scheduled times.
Monitored daily SLA’s at End of shift and Ran reports for Team Stats.
Handled escalations when necessary.
DATES FROM 2010-2011
DISPATCHER, AAA AUTO CLUB SOUTH
Helped customers who were broken down on the road with their locations.
Had to call and dispatch calls to our contractors and follow up with calls and provide ETA’s to our customer’s.
Had multiple job duties, took incoming calls from customer’s calling in for updates on their calls, and followed up with contractors to make sure they get to their destination in a timely matter.
DATES FROM 2009-2010
ERS CUSTOMER ADVOCATE, AAA AUTO CLUB SOUTH
Provide a high level of customer service in a professional call center environment.
Had to multi-task, using a variety of computer software applications.
Identified geographical locations and read maps in order to help customers with their locations.
DATES FROM 2006-2008
TEAM COORDINATOR (AMERICAS CC), SYMANTEC CORP.
Serve as a subject matter expert on Symantec’s Internal Business systems and processes and provide feedback on team issues.
Track trends and apply root-cause analysis to find long-term, scalable solutions to resolve core issues. Inter-team and inter-department communication and information sharing. Monthly call monitoring to ensure each agent receives adequate mentoring.
Implement skills analysis to ensure all agents assigned OLS responsibilities meet Symantec writing standards.
Assist agents with escalated cases and calls and worked closely with sales representatives on resolving customer issues for them.
Phone queue management: Make schedule and queue coverage changes on own judgment if manager is not available, as well as Train New Hires
DATES FROM 2002-2006
OSG SPECIALIST ORDER SERVICES GLOBAL OPERATION- SYMANTEC CORP
Order processing, handled all VIP orders and some Latin American orders within the Order Management Group
Communicated and reported daily with managers, account managers, legal and revenue accounting
Worked closely with distributors and resellers to ensure orders were processed correctly
Trained new hires for their new roles in the OSG Department
Updated daily spreadsheets for orders coming in from distributors
Was responsible for my own team, which consisted in 9 individuals making sure their job duties were completed in a timely matter
DATES FROM 1996-2002
IMPORT TRAFFIC SPECIALIST, RECOTON CORP
Obtaining, monitoring and organizing loading results and supplier invoices by entering all information into our SAP system. Issuing in-transit numbers and forwarding to Inventory Control Dept.
Receiving documents from our carriers and examining for errors then forwarding to designated brokers for custom clearance and subsequent delivery, preparing container deliveries as scheduled
Providing our affiliate Canada office with incoming freight documentation
Preparing claims on damaged or missing goods and general clerical duties
EDUCATION
EDWARD R MURROW HIGH SCHOOL, BROOKLYN NY
BUSINESS EDUCATION
ADDITIONAL QUALIFACATIONS
FLUENT IN ENGLISH AND SPANISH
REFERENCE FURNISHED UPON REQUEST!
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