Kenneth Soto
Isabela
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
8
8
years of professional experience
Work History
Call Center Team Lead
Capitol Bridge
10.2023 - Current
- Handled advanced issues with calm, knowledgeable and professional approach.
- Generated reports detailing metrics such as call times and satisfaction ratings.
- Responded to team support questions quickly to maintain call center efficiency.
- Motivated employees to increase productivity and maximize service quality with hands-on leadership style.
- Delivered prompt service to prioritize customer needs.
Golf Cart Attendant
Royal Isabela
05.2022 - 10.2023
- Prepared golf carts daily by stocking pencils, tees, scorecards, and towels.
- Shut down facility daily by turning off lights, storing equipment and locking doors.
- Maintained records of daily operations using Light Speed.
- Maintained records of daily operations using Light Speed.
Sales Team Leader
Claro
01.2019 - 05.2022
- Led regular team meetings to keep sales personnel motivated with tips, techniques and relevant information.
- Worked closely with high-profile customers needing special assistance to resolve complaints and develop customized solutions meeting unique requirements.
- Built strong team by recruiting and developing top sales talent.
- Set ambitious sales goals and motivated strong performance to keep team growing effectively.
Call Center Representative
Spectrum
01.2016 - 08.2017
- Responded to customer calls and emails to answer questions about products and services.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
Education
BBA - Human Resources Management
Universidad Ana G. Mendez
Carolina06.2023
Skills
- Account Management
- Customer Communication
- Quality Control
- Information Updates
- Staff Training
- Daily Workflow Improvement
- Safety Processes
- Verbal and Written Communication
- Teamwork and Collaboration
- Customer Service Optimization
- Training Programs
- Business Operations
Timeline
Call Center Team Lead
Capitol Bridge
10.2023 - Current
Golf Cart Attendant
Royal Isabela
05.2022 - 10.2023
Sales Team Leader
Claro
01.2019 - 05.2022
Call Center Representative
Spectrum
01.2016 - 08.2017
BBA - Human Resources Management
Universidad Ana G. Mendez
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