Gipsy Fermin
Santo Domingo,.
Summary
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in a fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.
Overview
1
1
Certification
Work History
Onboarding Specialist
Referral Rock
- Conducted orientation sessions to introduce company policies and procedures.
- Collaborated with leadership teams on initiatives aimed at improving overall organizational performance through effective onboarding processes.
- Analyzed employment-related data and prepared reports.
Freelance Digital Editor
Gipsy Marielle
- Ensured accuracy and quality of digital content across multiple channels.
- Created and implemented strategies to optimize user engagement with digital content.
- Edited, proofread, and revised existing webpages for grammar, style, and clarity.
- Developed editorial standards in compliance with company policies and procedures.
- Sourced images, videos, and other multimedia elements for website use.
- Provided support during live events by creating engaging online campaigns.
- Wrote stories, articles or newsletters for publication.
- Planned contents according to publication's style, editorial policy and publishing requirements.
Sales Manager
Nexus
Punta Cana
- Monitored industry trends and competitor activities to stay ahead of the competition.
- Collaborated with marketing team to create promotional materials for target customers.
- Managed daily operations of sales department, including supervision of staff members.
- Tracked monthly sales to generate reports for business development planning.
- Performed sales consultations and educated clients on products and services.
Sales Supervisor
Connect DMC
- Developed and implemented sales strategies to increase customer base.
- Planned and coordinated staff training sessions for new and existing employees.
- Analyzed customer feedback to identify areas where improvements could be made in products or services offered by the company.
- Collaborated with other departments such as marketing, finance, production., to develop effective promotional materials for campaigns.
- Identified potential opportunities for new business development activities.
Quality Manager
Alorica
- Developed and implemented quality management systems to ensure compliance with customer requirements.
- Conducted training sessions for employees on quality assurance processes, techniques and tools.
- Performed internal audits of production processes to identify areas of improvement and non-conformities.
- Provided leadership in developing best practices for continuous improvement initiatives across all departments.
Health Customer Service Supervisor
Trueshore
- Supervised and trained customer service staff to ensure excellent customer service delivery.
- Provided guidance and support to junior customer service representatives, including coaching and mentoring.
- Monitored customer service performance metrics, such as call response times, resolution rates, and customer satisfaction ratings.
- Identified areas of improvement in the customer service process and developed strategies to address them.
- Developed policies and procedures for handling incoming calls, emails, complaints, returns, refunds.
- Conducted regular team meetings with customer service staff to discuss issues or changes in policies and procedures.
- Resolved escalated customer disputes in a timely manner while maintaining good relationships with customers.
- Ensured all customer inquiries were handled in accordance with company standards and regulations.
- Maintained accurate records of customer interactions for future reference.
Education
Tourism Administration -
Universidad Catolica
Emotional Intelligence Certification XXI -
Infotep
Personal and Business Coach
JMBP Human Institute
Skills
- Machine Learning
- Content Strategy
- Developmental Editing
- Quality Control Analysis
Certification
- Leadership and Team Group
- Time Management and Productivity
- Conflict Management
- Human Resources
- Motivation and Team Management
- Happiness Life Coach
Timeline
Onboarding Specialist
Referral Rock
Freelance Digital Editor
Gipsy Marielle
Sales Manager
Nexus
Sales Supervisor
Connect DMC
Quality Manager
Alorica
Health Customer Service Supervisor
Trueshore
Tourism Administration -
Universidad Catolica
Emotional Intelligence Certification XXI -
Infotep
Personal and Business Coach
JMBP Human Institute
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