Sergio D.

Sergio D. is a proficient Operations and Customer Support Professional with over eight years of extensive experience across contact center operations, team leadership, billing management, and dispatch coordination. He has a robust track record in managing customer service teams and enhancing operational efficiency in dynamic environments. Sergio is adept in using CRM platforms like Salesforce and Verint for workforce management and process documentation. Within the logistics domain, he coordinated effectively with warehouses, dispatch teams, and drivers to ensure PCI-compliant billing and efficient service delivery. In his tenure at Conduent Outsourcing for UPS Customer Service, Sergio consistently achieved a 95%+ CSAT and played a crucial role in training new hires on platforms such as Salesforce and Verint. His expertise in developing standard operating procedures and quality assurance frameworks significantly supported rapid team scaling, making him an invaluable asset to any organization looking to bolster their operational processes.