Kervens Tinor
Santiago De Los Caballeros
Summary
Adept at problem-solving and CRM software, I significantly enhanced customer satisfaction and loyalty at United Nearshore Operations through effective complaint handling and relationship management. My proactive approach in optimizing QA processes and mentoring teams spurred notable operational improvements, showcasing my ability to lead and innovate.
Overview
10
10
years of professional experience
Work History
Customer Support Specialist
The Instant Group
06.2023 - Current
- Developed strong relationships with clients, resulting in repeat business and positive feedback.
- Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
- Managed a high volume of emails while maintaining excellent call quality standards and adhering to established procedures.
- Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
Multilingual Patient Engagement Specialist
Caremax Medical Centers
10.2022 - 12.2023
- Scheduled appointments for the patients to see their PCP
- Served as a liaison between patients and healthcare providers, ensuring effective communication of pertinent information.
Operations Supervisor
United Nearshore Operations
06.2017 - 04.2022
- Managed daily operations for optimal performance, ensuring smooth workflows and timely completion of tasks.
- Maintained open lines of communication with upper management to provide regular updates on operational progress and challenges faced by the team.
- Conducted regular performance evaluations for direct reports, identifying areas for improvement and setting development goals accordingly.
- Enhanced team productivity by providing ongoing training, coaching, and mentoring to staff members.
Quality Assurance Specialist
United Nearshore Operations
08.2016 - 06.2017
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
- Ensured product compliance with industry regulations by staying up-to-date on relevant standards and guidelines, implementing necessary changes to maintain conformance.
- Enhanced customer satisfaction by addressing reported issues promptly and providing effective solutions.
- Optimized workflow efficiency by introducing automation tools into the QA process where appropriate.
Customer Service Representative
United Nearshore Operations
02.2015 - 08.2016
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
Education
Associate of Diplomatic Interpreting - Language Interpretation And Translation
Universite Internationale D'Haiti
Haiti01-2015
Skills
- Problem-solving
- Complaint handling
- Customer relationship management (CRM)
- CRM software
Languages
Haitian Creole, French
Native language
English
Proficient
C2
Spanish
Proficient
C2
Timeline
Customer Support Specialist
The Instant Group
06.2023 - Current
Multilingual Patient Engagement Specialist
Caremax Medical Centers
10.2022 - 12.2023
Operations Supervisor
United Nearshore Operations
06.2017 - 04.2022
Quality Assurance Specialist
United Nearshore Operations
08.2016 - 06.2017
Customer Service Representative
United Nearshore Operations
02.2015 - 08.2016
Associate of Diplomatic Interpreting - Language Interpretation And Translation
Universite Internationale D'Haiti
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