Summary
Overview
Work History
Education
Skills
Languages
Personal Information
Timeline
StoreManager
Pedro Estrada

Pedro Estrada

Supervisor Customer Care/ Clinical Psychologist
Mexico,ROO

Summary

To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.

Seasoned Customer Service Supervisor with unmatched customer service record and successful strategic development. Develops strong working relationships with teams to boost performance and meet objectives. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.

Overview

15
15

Years of professional experience, as a clinical psychologist

12
12

Years as supervisor, customer, Care

8
8
years of professional experience

Work History

Customer Service Supervisor

Marketing 4 Sunset
Quintana Roo
11.2021 - Current
  • Actively supported service associates by quickly responding to questions via phone and email and finding appropriate solutions to customer issues.
  • Coached team members to deliver hospitable, professional service while adhering to set service models.
  • Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
  • Monitored metrics and developed actionable insights to improve efficiency and performance.
  • Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
  • Assessed team performance through regular reporting, identifying opportunities for further skill development and training initiatives.
  • Developed and maintained strong relationships with customers to maintain loyalty and satisfaction.
  • Coached employees through day-to-day work and complex problems.

Agent/Supervisor

Telvista
CDMX
01.2018 - 11.2021
  • Captured reservations on computer-based reservations system.
  • Worked closely with fellow team members to support on-time vessel departures.
  • Assisted guests in person and on phone with information about tours and services.
  • Assisted in supervision of Guest Service Agents as directed.
  • Resolved customer issues quickly to close deals and boost client satisfaction.
  • Coached and counseled sales personnel, assisting with individual selling efforts and helping sales representatives reach targets.
  • Reduced employee turnover rates by implementing supportive coaching methods and offering career advancement opportunities.
  • Boosted sales revenue with efficient monitoring of agent performance and providing constructive feedback for continuous improvement.
  • Conducted regular performance evaluations for agents, setting clear expectations for improvement or promotion eligibility.

Education

Masters In Psychology - Clinical Psychology

St Thomas University
05.1991

High School Diploma - High School

Jersey Village High School
05.1984

Skills

  • CRM
  • Training and mentoring
  • Customer Relations
  • Team Building
  • Sales proficiency
  • Strategic planning
  • Staff Management
  • Policy and procedure modification
  • Scheduling
  • Documentation and control
  • Workflow planning
  • Payroll and budgeting

Languages

English
Bilingual or Proficient (C2)
Spanish
Upper intermediate (B2)

Personal Information

Title: Customer Service: Always Eager to Assist and Ready to Respond!

I am enthusiastic about ensuring every customer leaves satisfied! I'm prepared to tackle any situation that arises, ensuring a seamless experience and escalating any issues to guarantee there happiness. Let's make every interaction a positive one!.

Timeline

Customer Service Supervisor

Marketing 4 Sunset
11.2021 - Current

Agent/Supervisor

Telvista
01.2018 - 11.2021

Masters In Psychology - Clinical Psychology

St Thomas University

High School Diploma - High School

Jersey Village High School

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Pedro EstradaSupervisor Customer Care/ Clinical Psychologist