Sergio G. Email & Phone Number

New York, Ny, Us

New York, United States

As a Customer Advocate and Manager at GVS Vision Insurance Company, I lead a dedicated team of six call center agents. Over the past months, I have spearheaded significant initiatives to enhance both operational efficiency and customer satisfaction. By reducing average talk time, increasing call volume, minimizing errors, and streamlining processes, I have cultivated a more agile and responsive team that consistently delivers exceptional service.Key achievements:• Mitigated Risks and Ensured Compliance. Successfully navigated complex HIPAA and PII regulations to minimize risks and ensure rigorous compliance, safeguarding sensitive customer information.• Leadership and Team Management.Effectively led a team of 6 Customer Advocate Executives, fostering a collaborative environment that drove high performance and achievement of key objectives.• Training and Development. Expertly trained, coached, and directed the Customer Advocate Team, aligning their efforts with the company’s strategic priorities and enhancing overall team effectiveness.• Continuous Improvement. Identified and addressed areas for improvement to deliver exceptional service and support, elevating the customer experience to a world-class standard.• Process Design and Implementation. Designed and implemented streamlined processes, CRM solutions, and best practices across the Customer Service team, resulting in increased operational efficiency and customer satisfaction.• Escalation and Resolution Management. Served as a critical escalation point for sensitive customer situations, directly engaging with customers to ensure smooth and effective resolutions.

New York, New York

My work involves ensuring that our company provides exceptional customer experiences at every touchpoint. I start by understanding customer needs, analyzing feedback and data to identify areas for improvement. Collaborating with different departments, I align processes with our customer-centric goals and drive a positive and consistent customer experience. I guide our customer service teams and establish key performance indicators. I leverage technology to optimize customer interactions and enhance overall satisfaction. My commitment to fostering strong relationships between our company and its customers contributes to long-term loyalty and business success.Key achievementsEffective Escalation Resolution - Developed and implemented an escalation process, ensuring timely and satisfactory outcomes for customers while complying with regulations.International Team Leadership - Provided direction and support to the India and Mexico Team for alignment with global customer experience goals.Process Optimization - Identified and implemented improvements for efficient complaint resolution, using data analytics and feedback to optimize the overall customer experience.Cross-Functional Collaboration - Worked closely with legal, compliance, and quality assurance teams to address customer issues. Conducted training sessions for the team on industry updates and resolution techniques.Metrics and Reporting - Implemented metrics to track complaint resolution and customer satisfaction KPIs. Provided regular updates to senior leadership for data-driven decision-making and strategic planning.Starting with verifying card transactions, I progressed to become a Team Leader. Later, I played a crucial role in the CX department, managing regulatory compliance and handling difficult complaints. I ensured industry standards and enhanced customer satisfaction while improving the company's reputation for delivering exceptional customer service.

Mexico

As the 10th employee of a start-up company in Mexico, I was responsible for leading and successfully implementing multiple comprehensive onboarding projects, two small contact centers in Mexico, consisting of 20 inbound call agents and 20 data entry specialists each. I introduced innovative typing techniques, able to speed up provider payments, improve customer service standards, and ensure network retention. My efforts also extended to the Contact Center, where I implemented strategic initiatives such as continuous training, call monitoring, and agent feedback. These efforts significantly reduced average call time and increased the volume of answered inbound calls, leading to a boost in outbound sales calls. Overall, my operational efficiency helped the company achieve notable success.Key Achievements:Maintained an impressive 2% Inbound Abandoned Calls rate, fostering positive interactions as 98% of customers engaged with a live agent.Slashed Average Call Time per agent from 15 to 6 minutes, resulting in a 50% reduction in Average Call Waiting, enabling each agent to attend to 5 more customers per hour.Achieved a 2% reduction in customer complaints, ensuring 8 out of 10 calls concluded with a satisfied customer and minimizing the need for escalated supervisor intervention.Successfully reduced employee tardiness from 15% to 5%, resulting in a 10% increase in operational productivity and fostering a more stress-free work environment.In addition to my core responsibilities, I took on the role of managing the company website, overseeing performance, and handling photo editing. This multifaceted approach showcased my commitment to enhancing overall organizational efficiency.

India & México

I began my career as a Lost Baggage Representative where I quickly learned how to handle difficult situations with finesse. I then transitioned to a Reservations Representative, where I excelled in first-call resolution and exceeded the team´s average answered calls.As I progressed, I took on the pivotal role of a Customer Relations Specialist, where I was responsible for maintaining exceptional service standards. In this capacity, I not only addressed customer concerns effectively but also played a crucial role in improving the overall quality of agent calls. I then shifted to becoming a Quality Assurance Subject Matter Expert overseeing the quality of service through constant call and work monitoring.Driven by my commitment to excellence, I smoothly transitioned into the role of a Training Facilitator. I participated in implementing a comprehensive onboarding project of a 100-member Call Center in India. Prior to this, I trained and coached about 60 new hires in Mexico. Given the growing need for skillful customer complaint resolution, I crafted and implemented comprehensive training programs, empowering the teams to tackle complex scenarios with confidence and proficiency.

Av. Rio San Javier No. 262- 264, Gustavo A. Madero, Acueducto De Guadalupe 07270

I served as an English teacher at an elementary school, instructing students ranging from 4th to 6th grade.

Privada De Horacio 10, Polanco, 11560 Ciudad De México, México

In charge of translating electric product manuals from English to Spanish.

Bachelor Of Business Administration - Bba, Business Administration And Management, General

High School

2000 S Otterbein Ave, Rowland Heights, CA 91748

Education record

1901 SOUTH DESIRE AVENUE, ROWLAND HEIGHTS, CA 91748