Michael N.
Senior Customer Service Specialist
Open to offersNew to PlatformLanguages
EnglishSpanish
Video Introduction
No video introduction yet
The candidate has not added a video.
Contact information and social networks are private. Connect to unlock.
About
Michael N. is a seasoned Customer Service professional with 15 years of diversified experience in customer support, technical support, billing, and administrative roles. Based in the Dominican Republic, he has effectively managed client relationships and enhanced operational efficiencies in various fast-paced sectors including property management and healthcare logistics. His role as a Client Operations Specialist at Premium Bronx (2024-2026) showcased his skills in coordinating patient transport services, optimizing service reliability, and enhancing client satisfaction metrics. Previously, as a Personal Virtual Assistant, Michael provided expert administrative support and meticulous calendar management. As a Property Manager, he excelled in maintaining high occupancy rates and improving tenant retention using CRM systems like AppFolio and Yardi. His command of tools such as Salesforce, HubSpot, and Zoho CRM complements his ability to facilitate processes across multichannel support environments, ensuring outstanding customer retention and resolution performance.
Experience
Client Operations Specialist
Premium Bronx · 2024 — 2026Coordinated daily operations for patient transport services, ensuring reliable scheduling and assigning vehicles and drivers. Managed logistics and client communication to confirm appointments while responding to cancellations or changes. Monitored transport queues and key performance indicators such as on-time performance and service reliability. Utilized dispatch and scheduling systems for resource allocation and trip status updates. Collaborated with drivers and healthcare facilities to enhance patient experience and address service concerns.Personal Virtual Assistant
Confidential · 2022 — 2024Provided high-level administrative support, achieving a client satisfaction rate of 100%. Managed complex calendars and priority scheduling using Google Calendar and Outlook. Handled international travel coordination and expense management with TravelPerk and Expensify, resulting in a 12% reduction in travel costs. Prepared confidential documentation and reports with complete accuracy through Microsoft Office and Google Workspace. Served as the primary point of contact between executives and stakeholders, reducing response times by 30%.Property Manager
Confidential Company · 2019 — 2022Oversaw the daily operations of residential and/or commercial properties, ensuring tenant satisfaction and high occupancy rates. Managed rent collection and budgeting, maintaining 98% on-time rent payments while supporting financial reporting. Coordinated maintenance and repairs using property management platforms, which improved service request resolution time by 25%. Conducted tenant screening, lease administration, and move-in/move-out inspections while maintaining detailed records in CRM systems.Client Service Agent
Advensus · 2018 — 2019Provided high-quality inbound and outbound support for customer inquiries through multiple channels, focusing on first-call resolution and customer satisfaction targets. Addressed escalations and complex issues while adhering to service standards in a contact center environment. Accurately documented all interactions in CRM and contact center systems, and employed support tools to ensure reliable information delivery and timely solutions.Appointment Setter
Advensus · 2017 — 2018Conducted outbound outreach to potential customers for appointment scheduling and new business opportunities. Contributed to pipeline growth by meeting conversion targets and qualifying leads through persistent follow-ups. Tracked outreach outcomes using CRM tools and maintained detailed records including call logs and follow-up reminders. Collaborated with sales and operations teams to facilitate seamless transitions and support business development efforts.Tech Support
Alorica · 2016 — 2017Delivered tier-1 technical support to customers experiencing product or service issues, troubleshooting problems via phone and email. Resolved or escalated issues based on documented procedures, contributing to technical resolution KPIs and minimizing repeat contacts. Logged and tracked cases using support platforms and assisted customers in diagnosing software and hardware issues.Sales Specialist
Alorica · 2015 — 2016Engaged in inbound and outbound customer interactions to promote client products and finalize sales in a high-volume call center. Consistently met sales conversion goals through consultative selling techniques and effective objection handling. Recorded sales activities in sales tools and provided upsell and cross-sell recommendations while maintaining service quality.Tech Agent
Teleperformance · 2014 — 2015Assisted customers with technical issues in a contact center environment by diagnosing and resolving problems according to client guidelines. Maintained high resolution rates and low callback frequency to meet quality assurance targets. Utilized ticketing tools and knowledge bases for logging issues and monitoring resolution status.Sales Agent
Teleperformance · 2013 — 2014Initiated customer interactions to promote and sell client products or services, consistently achieving sales quotas. Maintained sales logs in CRM systems to support reporting and pipeline tracking. Demonstrated product knowledge and upselling skills to maximize order value while ensuring compliance with standards.Customer Service Agent
Teleperformance · 2012 — 2013Managed inbound customer inquiries with active listening and empathy, ensuring prompt resolution. Achieved key metrics including call quality scores and customer satisfaction by adhering to operational procedures. Utilized contact center tools to document interactions and escalated issues as necessary.Guest Service Agent
Barceló Palace Deluxe · 2010 — 2012Provided high-quality front desk services for luxury resort guests by managing check-ins, check-outs, and reservations. Responded promptly to inquiries and complaints to support high guest satisfaction levels. Used hotel property management systems efficiently to manage room assignments and payments, while also coordinating with other departments for seamless operations.
Interested in this professional?
Sign in as an employer to save this profile or invite Michael N. to a job.
Sign in as an employer