Marta Lassalle
Isabela
Summary
Dynamic Customer Service Supervisor with a proven track record at Liberty Cable Vision, enhancing team performance through effective training and process improvements. Skilled in problem-solving and fostering group unity, I successfully resolved escalated issues, boosting customer satisfaction and loyalty while managing payroll and recruitment processes.
Knowledge and handling of multiple platforms and operating systems like: CSG, Intraway, Servassure, Salesforce, ADP, Cisco Finess, Aspect Real Time, Verint, Genesys, Alvaria, NPS Dashboard, Live Person (Messaging Platform)
Computer system managment (word, powerpoint, excel)
Bilingual
Overview
16
16
years of professional experience
1
1
Certification
Work History
Customer Service Supervisor
Liberty Cable Vision
06.2011 - 07.2025
- Supervised daily operations, ensuring adherence to customer service standards and policies.
- Developed training programs for new staff, enhancing team performance and knowledge retention.
- Implemented process improvements that increased customer satisfaction through streamlined service delivery.
- Resolved escalated customer issues, fostering positive relationships and promoting loyalty.
- Work on the payroll of employees in charge, verify their records, absences, tardiness and close the payroll for biweekly payment.
- Recruitment process, contacting potential candidates, scheduling virtual or in person interviews, selecting the best candidates for the position applied for.
- Team motivator, doing frequent huddles to provide guidance on new processes, Recognize and celebrate employee achievement. Discuss weekly results, monitoring, areas of strength and opportunity.
- Technical Support Tier 1- solving technical issues related to cable TV, internet and phone services.
- Quarterly touchpoints to see growth or areas to be worked on, for each employee in charge.
Customer Service Representative
Choice Cable TV
12.2009 - 06.2011
- Delivered exceptional customer service by addressing inquiries and resolving issues efficiently.
- Managed customer accounts, ensuring accurate information and timely updates.
- Trained new staff on company policies, procedures, and customer engagement techniques.
- Implemented process improvements to enhance service delivery and customer satisfaction.
Education
BBA - Accounting Administration
Universidad Interamericana
Aguadilla06-2004
Skills
- Problem-solving
- Time management
- Customer service
- Multitasking and organization
- Lead
- Foster group unity
- Motivator
Certification
Certification in Supervision
Timeline
Customer Service Supervisor
Liberty Cable Vision
06.2011 - 07.2025
Customer Service Representative
Choice Cable TV
12.2009 - 06.2011
BBA - Accounting Administration
Universidad Interamericana
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