MISAEL MASSANET
Customer Satisfaction
Santo Domingo
Summary
Positive, collaborative, and detail-focused individual with a strong foundation in quality analysis principles and a keen eye for identifying process improvements. Well-versed in industry standards and methodologies, with practical knowledge of customer service processes. Dedicated to contributing to team success and enhancing product quality through rigorous effort, educational abilities, and insightful feedback.
Overview
10
10
years of professional experience
Work History
Quality Analyst
Luminello
08.2023 - 07.2024
- Conducted thorough root cause analyses on recurring areas for improvement, resulting in the implementation of effective corrective actions.
- Provided regular updates to team leadership on quality metrics by communicating consistency problems and areas of opportunity for improvement.
- Evaluated and held coaching sessions to help customer satisfaction representatives with the quality and performance.
- Led meetings to provide updates in new methods and ways to implement updated workflows for the customer satisfaction team.
Customer Service Representative
Luminello
12.2021 - 08.2023
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team and company policies, procedures, and best practices.
Customer Services Representative
Outplex
08.2017 - 12.2021
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
- Maintained up-to-date knowledge of product and service changes.
Customer Services Representative
Laurus International
02.2014 - 04.2017
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
Education
American Language Studies
Dominico Americano
Santo Domingo, Dominican Republic12-2012
High School Diploma -
COLEGIO PRE-UNIVERSITARIO UNPHU
Santo Domingo, Dominican Republic 05.2001 -
Skills
Customer Services Representative
Personal Information
Date of Birth: 01/29/94
Dominican Id Number
402-0058945-1
Timeline
Quality Analyst
Luminello
08.2023 - 07.2024
Customer Service Representative
Luminello
12.2021 - 08.2023
Customer Services Representative
Outplex
08.2017 - 12.2021
Customer Services Representative
Laurus International
02.2014 - 04.2017
High School Diploma -
COLEGIO PRE-UNIVERSITARIO UNPHU
05.2001 -
American Language Studies
Dominico Americano
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