Juan Peguero
Santo Domingo,01
Summary
Dynamic leader with a proven track record at True Shore, enhancing team cohesion and fostering professional growth. Excelled in escalation management and Microsoft Excel, significantly improving customer satisfaction. Expert in client relationship building, consistently exceeding service level agreements. Achieved notable success in staff motivation and performance enhancement without relying on numerical percentages.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Senior Customer Service Supervisor
True Shore
Santo Domingo
06.2023 - Current
- Addressed and resolved interpersonal conflicts within the team, maintaining a harmonious work environment.
- Assigned work and monitored performance of project personnel.
- Trained new employees on company policies, job duties, and performance expectations.
- Conducted regular performance evaluations, providing constructive feedback and setting individual goals.
- Created an environment that fosters professional growth among employees.
- Conducted regular departmental meetings with staff to ensure effective communication and collaboration.
Tech Support Supervisor
Conduent
Santo Domingo
07.2017 - 10.2022
- Reported concerns and recommendations from clients and employees to senior management.
- Led weekly review sessions with Support staff to assess individual job performance and provide constructive feedback.
- Supervised and evaluated performance of Support staff, providing training and feedback as necessary.
- Analyzed data to identify opportunities for improving support levels.
- Researched and prepared reports required by management or governmental agencies.
Customer Service Representative
Xerox
Santo Domingo, Dominican Republic
05.2011 - 06.2017
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Contacted customers about potential service upgrades, new services and account changes.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
Education
Universal Technician - HVAC Technician
Bay State School of Technology
Canton, Massachusetts07-2008
High School Diploma -
Hyde Park High School
Hyde Park Massachusetts06-2004
Skills
- Escalation management
- Client relationship building
- CRM software proficiency
- Reporting and documentation
- Customer satisfaction
- Service level agreements
- Staff motivation
- Excel tracking
- Microsoft Excel proficiency
Accomplishments
- Promotion from supervisor to senior supervisor
Certification
- Leadership courses and team developement
Languages
English
First Language
Spanish
Advanced (C1)
C1
References
References available upon request.
Timeline
Senior Customer Service Supervisor
True Shore
06.2023 - Current
Tech Support Supervisor
Conduent
07.2017 - 10.2022
Customer Service Representative
Xerox
05.2011 - 06.2017
Universal Technician - HVAC Technician
Bay State School of Technology
High School Diploma -
Hyde Park High School