Luiggi Jose Pineda Sauceda
Tegucigalpa
Summary
Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively.
Knowledgeable and dedicated customer service professional with extensive experience in BPO industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
9
9
years of professional experience
2
2
Languages
Work History
Customer Service Representative
Teleperformance
02.2024 - Current
Operations Manager
StarTek
07.2021 - 01.2023
- Oversaw facility maintenance, ensuring optimal functionality of equipment and infrastructure at all times.
- Analyzed data trends to identify potential bottlenecks in operations workflow, implementing strategies to mitigate risks accordingly.
- Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.
- Facilitated smooth collaboration between departments through clear communication channels.
- Create action plans for continuous growth, improvement, and development at different levels within the organization such as recruiting, training, and support functions to ensure optimization and implementation of processes.
- Drive results with specific goals provided on a weekly, monthly, quarterly, and yearly basis adhering to specific standard operating procedures while ensuring service level agreements are met.
- Support and drive the partner and enterprise work culture, adhering to policies and procedures, while motivating and inspiring teams.
- Managing up to 8 headcount direct reports and 105+ headcount indirect reports.
- Organize, distribute, and ensure effective completion of leadership staff tasks while providing constant and constructive feedback to ensure leadership development.
- Utilize reports, data, and updates to drive results on different key performance indicators and being able to effectively communicate the areas of improvement, actions plans, and goals by leading with example.
- Maintain a close auditing cadence through reporting, observations, and triad sessions to ensure high quality work and accurate- time completion of tasks. Run constant quality, security, and assurance checks of privacy-industry standards.
- Empowering and building a trusted-base environment at different organization levels.
Call Center Supervisor
StarTek
08.2018 - 07.2021
- Improved customer satisfaction by effectively resolving escalated issues and providing timely support.
- Ensured compliance with industry regulations and company policies through regular audits and ongoing agent education.
- Enhanced team performance with consistent coaching, feedback, and development opportunities.
- Created an inclusive work environment that embraced diversity while maintaining professionalism at all times.
Customer Service Representative
StarTek
01.2016 - 08.2018
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Participated in cross-functional initiatives aimed at enhancing overall business operations and customer satisfaction levels.
- Fostered a customer-centric culture within the team by consistently reinforcing the importance of empathy, understanding, and patience in all interactions with clients.
Sales Manager
Clario Suites
02.2015 - 12.2015
- Managed key accounts with strategic planning and relationship building, resulting in increased customer loyalty and repeat business.
- Created compelling presentations that highlighted product features/benefits to potential clients while addressing their pain points directly.
- Developed comprehensive product knowledge, enabling tailored solutions for clients'' specific needs.
- Facilitated cross-functional communication between sales, marketing, and product development teams to ensure cohesive efforts towards shared goals.
Cashier
Petrosun
12.2014 - 02.2015
- Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
- Enhanced customer satisfaction by providing efficient and accurate cash transactions.
- Streamlined checkout process for increased efficiency and reduced waiting times.
- Assisted customers with inquiries and provided exceptional service, resulting in positive feedback from shoppers.
Education
Bachelor of Journalism - Journalism
CEUTEC
Tegucigalpa, Honduras 05.2001 -
High School Diploma -
Seventh Day Adventist Bilingual Institute
Roatan, Bay Islands 05.2001 -
Skills
Workflow Optimization
Timeline
Customer Service Representative
Teleperformance
02.2024 - Current
Operations Manager
StarTek
07.2021 - 01.2023
Call Center Supervisor
StarTek
08.2018 - 07.2021
Customer Service Representative
StarTek
01.2016 - 08.2018
Sales Manager
Clario Suites
02.2015 - 12.2015
Cashier
Petrosun
12.2014 - 02.2015
Bachelor of Journalism - Journalism
CEUTEC
05.2001 -
High School Diploma -
Seventh Day Adventist Bilingual Institute
05.2001 -
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