Freiky Delgado
Summary
Dedicated and results-driven professional with extensive experience in customer service, human resources, and team leadership. Proven track record at ERC in resolving customer issues, supervising teams, and supporting HR functions. Skilled in communication, conflict resolution, and maintaining high service standards in fast-paced environments. Passionate about delivering exceptional customer experiences and contributing to team success.
Overview
6
6
years of professional experience
Work History
Supervisor of Operations
ERC International
03.2023 - 11.2024
- Supervised a team of 15+ customer service agents, providing coaching, performance reviews, and daily operational support.
- Monitored team metrics and implemented strategies to improve productivity and service quality.
- Acted as a liaison between management and staff, contributing to stronger workplace morale and accountability.
HR Representative
ERC International
03.2022 - 02.2023
- Supported recruitment, onboarding, and employee relations for multiple departments.
- Addressed employee concerns, maintained confidentiality, and ensured HR compliance.
- Assisted in developing and improving internal HR processes and documentation.
Sales Representative
ERC International
07.2021 - 02.2022
- Promoted services and products to prospective and existing clients through inbound and outbound channels.
- Met and exceeded monthly sales goals, maintaining a strong closing ratio through personalized customer interaction.
- Used upselling and cross-selling strategies to increase customer lifetime value and satisfaction.
- Built rapport with clients, identified their needs, and tailored product recommendations to suit them.
Customer Service Representative
ERC International
03.2019 - 07.2021
- Handled high-volume inbound and outbound customer calls with a focus on issue resolution, product support, and billing inquiries.
- Consistently met and exceeded KPIs related to call handling time, customer satisfaction, and first-call resolution.
- Provided clear and empathetic communication, earning positive feedback from customers and supervisors.
Education
English Classes
English Immersion Program At Mescyt
Santo Domingo02-2018
High School Diploma -
Liceo Taiwan
Santo Domingo 08-2016
Skills
- Customer service and support
- Team Leadership & Supervision
- Human Resources Support
- Conflict Resolution
- Communication & Interpersonal Skills
- Call Center Operations
- Time Management
- Microsoft Office & CRM Tools
- Quick Learner
Languages
Spanish
First Language
English
Advanced (C1)
C1
Timeline
Supervisor of Operations
ERC International
03.2023 - 11.2024
HR Representative
ERC International
03.2022 - 02.2023
Sales Representative
ERC International
07.2021 - 02.2022
Customer Service Representative
ERC International
03.2019 - 07.2021
English Classes
English Immersion Program At Mescyt
High School Diploma -
Liceo Taiwan
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