Victoria

KYC Verified AI Support

Customer Support Manager | Salesforce, Zendesk, CSAT, NPS, Team Leadership & Customer Experience

Santo Domingo, Dominican Republic Full-Time

Marketplace protected

About

Customer Support and Operations professional with 9+ years of experience leading teams and driving customer satisfaction. Experienced in Salesforce, Zendesk, KPI management, including CSAT, Net Promoter Score (NPS), Adherence (ADH), SLA, and Quality Assurance. Proven track record of implementing process improvements that increased customer satisfaction and operational performance

SalesforceZendeskJiraChatGPTClickUpGoogle Sheets

Core Experience

Industry experience

Education & Training
Financial Services
Professional Services
Transportation & Logistics

Business challenges

High virtual assistant turnover
Low customer satisfaction
Missed upsell opportunities
Lack of actionable feedback
High customer churn

Success metrics

Faster response times
Higher customer service satisfaction
Documented processes

Jobs to be done

Project Manager
Customer Service
Virtual Receptionists

Software Certifications

EF - SET C1 - English Proficiency

EF SET

2026-02-01

Golden Wrench Award

Teleperformance

2025-11-01

Availability & Logistics

Availability

Full-Time, Part-Time

Work arrangement

Remote

English level

Professional Fluency (B2/C1)

Languages

Spanish

Roles Qualified For

Administrative Coordinator

Executive Assistant

Virtual Assistant

Client Support Coordinator

Customer Support Manager

Work Experience

Customer Support Manager

https://www.tp.com/en-us/ · Jan 2021 – Present

Led teams of 15–25 agents supporting US-based customers in the financial services industry, ensuring operational excellence and meeting key performance indicators, including CSAT, NPS, ADH, SLA, and QA. Supported Lease-to-Own financing programs by overseeing customer service operations, escalations, and account-related inquiries while maintaining compliance and service standards. Conducted coaching sessions and performance reviews, led weekly client calibrations, and hosted Monthly Business Reviews with Director-level stakeholders. Utilized Salesforce, Zendesk, and reporting tools to monitor performance, reduce escalations, improve customer satisfaction, drive customer retention, and protect revenue through effective service delivery and process improvements.

Customer Support Representative

https://www.tp.com/en-us/ · Jun 2016 – Jan 2021

Provided customer support through phone, email, and chat for US-based customers across the streaming, logistics, and financial services industries. Assisted with account inquiries, billing and payment concerns, Lease-to-Own (LTO) financing accounts, shipment tracking, service issues, and technical support while delivering exceptional customer experiences. Consistently achieved performance goals related to CSAT, quality scores, adherence, and productivity while managing a high volume of customer interactions. Utilized CRM platforms to document cases, resolve escalations, improve customer satisfaction, support client retention, and protect revenue. Awarded Top Performer recognition on four occasions for consistently exceeding performance targets and delivering outstanding customer service.

Executive Assistant

https://www.casadecampo.com.do · Mar 2014 – Jun 2016

Provided executive and administrative support to senior leadership in the luxury hospitality industry, managing calendars, meetings, travel arrangements, and daily operations. Coordinated corporate events, prepared reports, maintained confidential records, and facilitated communication between departments and external partners. Assisted with VIP guest relations and service recovery efforts, helping retain high-value clients by resolving customer dissatisfaction, protecting revenue, and maintaining exceptional customer satisfaction. Utilized Microsoft Office Suite and scheduling tools to improve operational efficiency and support executive productivity.