Francisco Ynoa
Santiago De Los Caballeros
Summary
Experienced Customer Care Supervisor bringing 8 years of quality performance in customer support and supervisory roles. Skilled in mentoring team members to deliver exceptional service and building team morale through effective communication and positive performance feedback. Accustomed to defusing customer dissatisfaction and managing competing priorities with superior results.
Overview
13
13
years of professional experience
Work History
Client Service Representative
P2P.org
02.2025 - Current
- Handled sensitive client information with discretion, ensuring confidentiality at all times.
- Delivered outstanding customer service by maintaining a professional demeanor during high-pressure situations.
- Managed incoming chats and emails, providing prompt and accurate information to clients about products and services.
- Maintained accurate record-keeping with proactive attention to client information updates.
- Assisted clients with navigating online platforms and tools, enhancing their overall experience with the company''s resources.
- Coordinated with operations staff to resolve service problems and boost client satisfaction.
- Investigated and resolved customer inquiries and complaints quickly.
- Followed up with customers about resolved issues to maintain high standards of customer service.
Customer Care Supervisor
Sewn Products, Inc
05.2019 - 01.2024
- Perform duties and provide service in accordance with established operating procedures and company policies.
- Recruit, interview and hire employees to maintain work balance.
- Collaborate with upper management to implement continuous improvements and exceed team goals.
- Provide real-time coaching, guidance and feedback to customer service agents to achieve development goals.
- Evaluate data to identify trends and determine customer service needs.
- Lead team meetings to review performance, set targets and motivate staff.
- Communicate best practices among on-site personnel to align efforts and goals.
Team Leader
Sewn Products, Inc
05.2019 - 10.2019
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Assisted in recruitment of new team members, hiring highest qualified to build team of top performers.
- Held weekly team meetings to inform team members on company news and updates.
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Managed leave requests and absences and arranged covers to facilitate smooth flow of operations.
Order Entry Clerk
Sewn Products, Inc
11.2018 - 04.2019
- Completed accurate order entry and data verification.
- Processed customer orders in line with established policies and procedures.
Technical Support Representative
United Nearshore Operations | Brother International
09.2016 - 06.2018
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Responded to customer inquiries and provided technical assistance over phone.
- Translated complex technical issues into digestible language for non-technical users.
- Assisted customers in identifying issues and explained solutions to restore service and functionality of printers.
Customer Service Representative
Xerox Corporation
01.2016 - 07.2016
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Bilingual Customer Care Specialist
Premium Outsourcing Services
02.2012 - 12.2015
- Contacted customers to offer free samples and baby stuff.
- Provided scripted information about the products.
Education
Bachelor of Business Administration - Business Administration
UAPA
High School Diploma -
Liceo Apolinar Pena
Skills
- Customer Service
- Performance Management
- Customer Experience
- Follow-up skills
- Order processing
- Complaint handling
- Escalation management
- Customer service
- Data entry
- Teamwork and collaboration
- Computer skills
- MS office
Workshops and Diplomas
- (CAPEX - 2020) Completed program "Desarollo de Liderazgo Intergral"
- (CAPEX - 2021) Completed program "Las Completencias Estrategicas y Conductuales" de Escuela de Gerentes.
- (Google - 2024) Foundations of Project Management.
- (Coursera - 2024) Business Analysis & Process Management
- (Udemy - 2025) Emotional Intelligence (EQ).
- (Udemy - 2025) Blockchain.
Languages
English
Bilingual or Proficient (C2)
Spanish
Bilingual or Proficient (C2)
Timeline
Client Service Representative
P2P.org
02.2025 - Current
Customer Care Supervisor
Sewn Products, Inc
05.2019 - 01.2024
Team Leader
Sewn Products, Inc
05.2019 - 10.2019
Order Entry Clerk
Sewn Products, Inc
11.2018 - 04.2019
Technical Support Representative
United Nearshore Operations | Brother International
09.2016 - 06.2018
Customer Service Representative
Xerox Corporation
01.2016 - 07.2016
Bilingual Customer Care Specialist
Premium Outsourcing Services
02.2012 - 12.2015
High School Diploma -
Liceo Apolinar Pena
Bachelor of Business Administration - Business Administration
UAPA
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