Summary
Overview
Work History
Education
Skills
Additional Information
Languages
Timeline
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Luis A. Diaz Diaz

San Juan

Summary

Bilingual Customer Service Supervisor with 10+ years of experience in customer support and operations management. Proven track record in building high-performing teams and effectively resolving escalations. Expertise in enhancing customer satisfaction and driving operational efficiency. Aiming to contribute leadership skills and customer service knowledge to a growth-oriented organization.

Overview

16
16
years of professional experience

Work History

Bilingual Customer Service Supervisor

Enphase Energy
12.2022 - 04.2025


  • Evaluated weekly performance by reviewing 28+ agent calls and providing actionable feedback and coaching.
  • Resolved high-level customer escalations promptly, contributing to improved customer satisfaction.
  • Monitored real-time team metrics to ensure adherence to service-level targets.
  • Managed and approved agent timecards with a focus on accuracy and compliance.
  • Conducted weekly 1:1 performance meetings to review progress, address concerns, and set improvement goals.
  • Played a key role in implementing a strategic shift bid system, reducing average wait time by 40%
    Fostered a supportive team culture while upholding company standards and driving continuous improvement.
  • Attend and lead meetings to address business needs and develop strategies that support the company's goals.


Customer Service Representative

Uva!
10.2021 - 11.2022
  • Ensured quality service between clients, drivers, and merchants.
  • Handled customer inquiries and resolved service issues promptly.

Customer Service Representative

Jose Santiago
02.2021 - 10.2021
  • Sold food products to various companies and managed daily office projects.
  • Assisted in training new sales managers and supported the sales team.

Customer Service Manager

Libre by Nexus
03.2019 - 12.2019
  • Resolved customer complaints while prioritizing customer satisfaction and loyalty.
  • Took ownership of customer issues and followed problems through to resolution.
  • Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
  • Reduced customer complaints, proactively addressing issues and implementing effective solutions.
  • Processed payments, sold services, and handled customer communications.

Customer Service Representative / Team Leader

AT&T
02.2012 - 11.2018
  • Managed customer accounts, billing, and provided in-person support to store visitors.
  • Promoted to Team Leader after consistently exceeding performance targets and demonstrating leadership skills.
  • Supervised a team of customer service representatives, providing coaching, support, and performance feedback.
  • Handled complex customer issues and escalations, ensuring prompt and effective resolution.
  • Assisted in the training and onboarding of new employees, improving overall team productivity.

Office Assistant

Municipio of Caguas
06.2009 - 07.2009
  • Organized office documents and supported administrative tasks.

Education

No Degree - Business Administration

Ana G. Méndez University
Caguas, Puerto Rico

High School Diploma -

Academia Cooperativa De Integración Social
Caguas, Puerto Rico
05-2009

Skills

  • Team Leadership & Development
  • Performance Management
  • Strategic Planning
  • Training & Onboarding
  • Time Management
  • Excel
  • Conflict Resolution
  • Training & Onboarding
  • Email etiquette
  • Communication
  • CRM Proficiency
  • Process Improvement

Additional Information

References: Available upon request

Languages

English
Bilingual or Proficient (C2)
Spanish
Bilingual or Proficient (C2)

Timeline

Bilingual Customer Service Supervisor

Enphase Energy
12.2022 - 04.2025

Customer Service Representative

Uva!
10.2021 - 11.2022

Customer Service Representative

Jose Santiago
02.2021 - 10.2021

Customer Service Manager

Libre by Nexus
03.2019 - 12.2019

Customer Service Representative / Team Leader

AT&T
02.2012 - 11.2018

Office Assistant

Municipio of Caguas
06.2009 - 07.2009

No Degree - Business Administration

Ana G. Méndez University

High School Diploma -

Academia Cooperativa De Integración Social

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Luis A. Diaz Diaz