Jonathan Coto
Customer Service Supervisor
Nejapa
Summary
Dynamic customer service leader with a proven track record at EzCater, excelling in team management and problem-solving. Enhanced efficiency through automated systems, achieving significant reductions in customer wait times. Committed to fostering collaboration and delivering exceptional service, while mentoring team members to drive performance and satisfaction.
Overview
13
13
years of professional experience
1
1
Language
Work History
Amazon CS Support Supervisor
EzCater
Av. Las Magnolias 206, San Salvador (Remote)
05.2022 - Current
- Streamlined support processes for increased efficiency and improved response times.
- Mentored junior team members, providing guidance on best practices and professional development opportunities.
- Reduced customer wait times by implementing automated ticketing systems and prioritizing urgent requests.
- Collaborated with other departments to address customer needs holistically and provide comprehensive solutions.
- Analyzed performance metrics to identify areas for improvement and implement targeted strategies.
- Facilitated regular meetings to discuss ongoing challenges, share successes, and foster teamwork among staff members.
- Implemented a knowledge management system to centralize information resources for easy access by the support team.
- Increased first-call resolution rates by developing troubleshooting guides tailored specifically towards common technical issues faced by users.
- Reviewed customer feedback regularly, identifying trends in common issues and recommending product enhancements accordingly.
- Conducted regular performance evaluations for team members, offering constructive feedback and opportunities for growth within the organization.
- Enhanced customer satisfaction by promptly addressing and resolving support issues.
- Created a supportive environment where employees felt empowered to make decisions independently while still receiving guidance when needed.
- Managed a team of support professionals, fostering an environment of collaboration and growth.
- Established clear performance expectations for the support team, resulting in improved accountability and measurable results.
- Coached employees through day-to-day work and complex problems.
- Analyzed customer service data to identify trends, identify solutions and improve customer experience.
- Monitored employee and customer interactions to assess quality of service.
- Monitored customer service metrics and provided feedback to team members, upholding quality standards.
Dental Insurance Customer Service Agent
Guardian Life Insurance
PQ5Q, Blvr De Los Heroes, San Salvador, El Salvado
11.2018 - 04.2022
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Maintained a high level of professionalism when interacting with customers, ensuring positive experiences.
- Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
- Contributed to achieving company goals by consistently meeting or exceeding performance metrics.
- Utilized strong problem-solving skills to quickly identify and address customer issues.
- Addressed customer account discrepancies and concerns.
- Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
- Responded to customer requests for products, services, and company information.
- Investigated and resolved customer inquiries and complaints quickly.
- Educated customers about billing, payment processing and support policies and procedures.
- Maintained up-to-date knowledge of product and service changes.
- Delivered prompt service to prioritize customer needs.
- Promptly responded to inquiries and requests from prospective customers.
- Met customer call guidelines for service levels, handle time and productivity.
Customer Service Supervisor
Cricket Wireless
Carr. Panamericana, Santa Tecla, El Salvador
08.2014 - 09.2018
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Coached team members to deliver hospitable, professional service while adhering to set service models.
- Managed escalated calls with diplomacy, successfully deescalating situations while ensuring satisfactory resolutions for both parties involved.
- Evaluated individual performance metrics to identify areas of improvement, providing targeted coaching to boost results.
- Enhanced team productivity through regular coaching, feedback, and performance evaluations.
- Maintained up-to-date knowledge of company products and services, effectively communicating changes to the team for seamless customer support.
QA Analyst
Cricket Wireless
Carr. Panamericana, Santa Tecla, El Salvador
03.2013 - 07.2014
- Collaborated with cross-functional teams to ensure seamless integration of new features and bug fixes.
- Contributed to the establishment of performance benchmarks, tracking QA metrics over multiple development cycles.
- Expanded team knowledge base, mentoring junior QA analysts on best practices and industry standards.
- Promoted a culture of continuous improvement, regularly reviewing and refining QA processes and methodologies.
- Identified opportunities for automation, implementing script-based tests to minimize manual effort and increase accuracy.
Customer Service Agent
Choice Hotels
Carr. Panamericana, La Libertad, El Salvador
05.2012 - 02.2013
- Clearly communicated product features and benefits, helping customers make informed decisions about their purchases.
- Effectively managed escalations from dissatisfied customers, working closely with management to ensure timely resolutions that maintained brand reputation.
- Streamlined communication processes for improved information exchange between customers and team members.
- Assisted in training new hires, sharing best practices for effective customer service delivery.
- Followed up with customers about resolved issues to maintain high standards of customer service.
Education
No Degree - System Engineering
Universidad De El Salvador
Final, 25 AV Norte, San Salvador, El Salvador 05.2001 -
High School Diploma -
Liceo Cristiano Reverendo Juan Bueno Central
31 Calle Poniente, San Salvador, El Salvador 05.2001 -
Skills
Team management
Task delegation
Feedback delivery
Teamwork and collaboration
Problem-solving
Timeline
Amazon CS Support Supervisor
EzCater
05.2022 - Current
Dental Insurance Customer Service Agent
Guardian Life Insurance
11.2018 - 04.2022
Customer Service Supervisor
Cricket Wireless
08.2014 - 09.2018
QA Analyst
Cricket Wireless
03.2013 - 07.2014
Customer Service Agent
Choice Hotels
05.2012 - 02.2013
No Degree - System Engineering
Universidad De El Salvador
05.2001 -
High School Diploma -
Liceo Cristiano Reverendo Juan Bueno Central
05.2001 -