Motivated and creative Customer Service Trainer with leadership experience as a Backup Team Lead and a strong background in client satisfaction, fraud prevention, and logistics coordination. Skilled in instructional design, coaching, and performance optimization. Bilingual (Spanish-English B2+), adaptable, tech-savvy, and passionate about helping teams and individuals grow.
Work for the Interport account in a truck logistics company.
Coordinate logistics operations and ensure timely deliveries and documentation.
Communicate with drivers, dispatch, and clients to guarantee service quality.
Designed and delivered training programs for new customer service agents.
Created interactive training materials, simulations, and refresher courses.
Improved onboarding efficiency by standardizing training agendas.
Delivered support for online orders, returns, and store coordination across the U.S.
Maintained high-quality service aligned with Home Depot’s 4 customer pillars.
Supervised a team of 10 agents; conducted 1:1s and performance evaluations.
Implemented individual development plans and monitored KPIs.
Contributed to exceeding customer satisfaction targets.
Investigated suspicious financial activity, including fraud and money laundering.
Analyzed critical data and escalated high-risk cases to appropriate authorities.
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