Customer Service Manager with over 10 years of experience in customer support and 5+ years leading service teams. Proven ability to drive performance, resolve complex issues, and improve customer satisfaction in high-volume, dynamic environments. Skilled in agent coaching, performance monitoring (KPIs), and cross-functional collaboration with eCommerce and operations. Strong communicator with a hands-on leadership style and a passion for customer excellence.
Work History
Property Manager
3 Months
Cyber Investigations | 04.2026 - 07.2026
Supervised and managed cleaning and landscaping teams, ensuring daily tasks were completed efficiently and according to established standards.
Conducted regular inspections to verify the quality of cleaning, landscaping, maintenance, and other property-related works.
Recruited, interviewed, and evaluated candidates for various positions, including construction workers, landscapers, electricians, cleaners, and general laborers.
Assessed candidates’ skills, experience, and suitability for specific job requirements.
Coordinated staff assignments, work schedules, and daily operational activities.
Monitored employees’ performance, productivity, and adherence to safety and quality standards.
Sales Representative
8 Months
Business Tickets | 06.2025 - 02.2026
Managed ticket sales pipeline, prioritizing inquiries and converting prospects into confirmed bookings.
Maintained accurate client records, updating CRM notes, preferences, and follow-up activity.
Negotiated pricing and package options to match customer needs and support revenue goals.
Coordinated with operations teams to confirm availability, resolve issues, and protect service quality.
Customer Service Manager
1 Year
Crunchyroll | 05.2024 - 05.2025
Led a customer service department handling high-volume inquiries via email, chat, and social media.
Oversaw team performance: monitored KPIs, ensured SLAs, conducted weekly team reviews.
Collaborated daily with the eCommerce department on logistics, stock, returns, and disputes.
Managed reporting: generated performance dashboards for senior leadership.
<ul><li>Company Overview: Loggerhead is a premier Florida property insurer that offers a user-friendly process, transparent claim handling, and prompt solutions for policyholders, creating a world-class customer experience.</li><li>Responsible for creating, directing, and managing the Customer Service, Internal Sales, and Agency Support functions for a new Homeowners' Insurance Company in Florida by overseeing the short and long-term strategies of the organization's customer success journey. This may include, but is not limited to, providing strategic recommendations regarding concepts and routines that drive efficiency and empower employees.</li><li>Work closely with the CEO and COO on all aspects of delivering service to customers and agents.</li><li>Provide strategic oversight and guidance to the operational leadership team.</li><li>Work closely with other department heads to support projects or procedures that have a direct impact on customers.</li><li>Responsible for the selection and implementation of the CSAT platform as well as the Customer Relationship Management (CRM) software currently in use with the organization.</li><li>Responsible for building out all operational teams, including job development, standard operating procedures, quality management, and the like.</li><li>Work in an integrated fashion with third-party vendors to provide "world-class" customer service to Policyholders, Agents, and other customers both in and out of inbound and outbound settings.</li><li>Collaborate with business units throughout the organization to design, develop, and implement consumer-focused business practices, procedures, and Corporate Policies.</li></ul> at Loggerhead Reciprocal Interinsurance Exchange<ul><li>Company Overview: Loggerhead is a premier Florida property insurer that offers a user-friendly process, transparent claim handling, and prompt solutions for policyholders, creating a world-class customer experience.</li><li>Responsible for creating, directing, and managing the Customer Service, Internal Sales, and Agency Support functions for a new Homeowners' Insurance Company in Florida by overseeing the short and long-term strategies of the organization's customer success journey. This may include, but is not limited to, providing strategic recommendations regarding concepts and routines that drive efficiency and empower employees.</li><li>Work closely with the CEO and COO on all aspects of delivering service to customers and agents.</li><li>Provide strategic oversight and guidance to the operational leadership team.</li><li>Work closely with other department heads to support projects or procedures that have a direct impact on customers.</li><li>Responsible for the selection and implementation of the CSAT platform as well as the Customer Relationship Management (CRM) software currently in use with the organization.</li><li>Responsible for building out all operational teams, including job development, standard operating procedures, quality management, and the like.</li><li>Work in an integrated fashion with third-party vendors to provide "world-class" customer service to Policyholders, Agents, and other customers both in and out of inbound and outbound settings.</li><li>Collaborate with business units throughout the organization to design, develop, and implement consumer-focused business practices, procedures, and Corporate Policies.</li></ul> at Loggerhead Reciprocal Interinsurance Exchange