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Jetzabel Q. — Mid-Level Customer Service Supervisor from Dominican Republic

Jetzabel Q.

Mid-Level Customer Service Supervisor

Dominican Republic 6+ years 10 - 15 USD per hour
Open to offersNew to Platform
Languages
EnglishSpanish
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About

Jetzabel Q. is a skilled Customer Service Supervisor with a solid track record in guiding teams and handling escalated cases to enhance customer satisfaction and operational efficiency. At MGS Inc, she adeptly resolved customer inquiries and complaints, coaching her team to provide exceptional service while adhering to established models. Previously with Hutchbug Solutions, she improved customer feedback by addressing issues swiftly and employing data-driven quality improvements, also keeping exhaustive QA records to streamline departmental communication. Additionally, as a Proposal Analyst for Global Energy Efficiency, she spearheaded post-submission evaluations and collaborated closely with cross-functional teams to support sales with data-rich proposals. Her background also includes key roles as a Sales Executive at PBS and a Technical Support Representative at United Nearshore Operations, leveraging her time management and multitasking skills to achieve sales targets and improve technical support outcomes.

Experience

  • Customer Service Supervisor

    MGS Inc · 2024 — 2026
    Handled customer inquiries and resolved complaints to build trust and enhance satisfaction. Guided team members to provide professional service while following established service models. Addressed escalated calls with diplomacy to ensure satisfactory outcomes for involved parties. Reviewed individual performance metrics to pinpoint improvement areas and offered focused coaching for better results. Kept informed of company products and services and communicated updates to the team for efficient customer support.

  • Quality Assurance/ Supervisor

    Hutchbug Solutions · 2017 — 2024
    Improved customer satisfaction by quickly addressing issues, examining root causes, and implementing corrective measures. Oversaw testing procedures including test development and user acceptance testing. Interpreted data from quality metrics to find trends and opportunities for enhancement, initiating action plans based on analyses. Fostered team development by providing ongoing training, feedback, and assistance to Quality Assurance personnel. Maintained thorough documentation of QA processes to enable effective interdepartmental communication and support process advancements.

  • Proposal Analyst

    Global Energy Efficiency · 2014 — 2017
    Performed evaluations after proposal submissions to identify improvement areas. Worked with cross-functional teams to obtain necessary data for thorough proposals. Assisted the sales team by creating tailored presentations that emphasized key proposal elements during client discussions. Contributed to contract negotiations by providing supporting documentation for proposed pricing structures.

  • Sales Executive

    PBS · 2013 — 2014
    Met sales objectives and service goals by establishing and nurturing new customer relationships. Showcased in-depth product knowledge during client engagements, addressing inquiries confidently and presenting tailored solutions.

  • Recepcionist

    Unitabac · 2012 — 2013
    Welcomed visitors and customers with professionalism, offering knowledgeable and friendly assistance. Responded to inquiries from callers seeking information and efficiently directed incoming calls to the appropriate offices.

  • Technical Support Representative

    United Nearshore Operations · 2010 — 2012
    Provided exceptional customer service by addressing concerns promptly and delivering clear, concise explanations of technical solutions. Resolved complicated technical issues through effective troubleshooting methods, thereby enhancing the overall user experience. Contributed to customer satisfaction by offering timely and accurate support for various software and hardware problems.

  • Customer Service Representative

    Data Vimenca · 2008 — 2010
    Effectively managed escalated calls, finding satisfactory resolutions for both customers and the company. Maintained comprehensive records of customer interactions to ensure proper follow-up and resolution of issues.

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