KERLT PIMENTEL
Virtual Client Services Coordinator
Santo Domingo, Rep. Dom.
Summary
Experienced Customer Service Professional | 10 Years of Leadership & Operational Excellence
Dynamic and results-driven customer service professional with a decade of experience in leading high-performing teams and delivering exceptional customer support. Demonstrated success in improving client satisfaction, optimizing workflows, and driving revenue growth through efficient service strategies. Known for a proactive approach, strong leadership, and a passion for creating positive customer experiences.
Overview
13
13
years of professional experience
2
2
Languages
Work History
Engagement Specialist
VETA Virtual
09.2023 - Current
- Administrative Support: Handling emails, scheduling appointments, managing calendars, and organizing files.
- Communication: Answering phone calls, responding to inquiries, and managing correspondence.
Operations Manager
Contact Center Dominicana
10.2021 - 05.2023
- Directed day-to-day operations by spearheading implementation of short-term and long-term strategies to achieve business plan and profitability goals.
- Recruited, hired and trained crew members on application of projects, customer relations and customer service.
- Built strong operational teams to meet process and production demands.
Operations Supervisor
Contact Center Dominicana
04.2020 - 09.2021
- Trained, mentored and motivated employees to maximize team productivity.
- Oversaw implementation of procedures, goals and objectives within operations.
- Identified areas for improvement and implemented new processes to enhance overall company quality and performance.
Quality Analyst
Contact Center Dominicana
01.2019 - 03.2020
- Maintained quality assurance procedure documentation.
- Monitored completed work and provided feedback to improve team member performance.
- Maintained policy, procedures, work instructions and projects for quality and continuous improvement agendas.
Patient Care Representative
Contac Center Dominica
05.2017 - 06.2019
- Scheduled evaluations and procedures for patients.
- Obtained patient address, insurance information, contact information and medical history.
- Categorized and labeled medical documents and documented work processes.
Customer Service Representative
Nearshore Telecommunications
01.2015 - 10.2015
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Answered inbound calls, chats and emails to facilitate customer service.
Pollster
OAD
06.2012 - 12.2013
- Contacted interviewees to be interviewed at home, place of business or field location by telephone, mail or in person.
- Verified that interviewees completed survey fully before concluding interview.
Education
Bachelor of Science - Industrial And Organizational Psychology
05.2001 -
Skills
Customer engagement
Timeline
Engagement Specialist - VETA Virtual
09.2023 - Current
Operations Manager - Contact Center Dominicana
10.2021 - 05.2023
Operations Supervisor - Contact Center Dominicana
04.2020 - 09.2021
Quality Analyst - Contact Center Dominicana
01.2019 - 03.2020
Patient Care Representative - Contac Center Dominica
05.2017 - 06.2019
Customer Service Representative - Nearshore Telecommunications
01.2015 - 10.2015
Pollster - OAD
06.2012 - 12.2013
UAPA - Bachelor of Science, Industrial And Organizational Psychology
05.2001 -
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