Juan Pablo Martinez Charry Operations Supervisor I Team Leader I Customer

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Benefits Associate Administrator

VENSURE HR

Apr 2024 - Current (2 years 4 months)

In my role as a Benefits Associate Administrator, I served in a full client-facing capacity at a human resources company, working directly with various clients across the United States. This position required me to effectively address client inquiries and provide tailored benefits solutions, ensuring high levels of customer satisfaction. Additionally, I applied Agile methodologies to identify the most efficient ways to resolve customer requests while maintaining optimal customer satisfaction (CSAT) levels, demonstrating my commitment to continuous improvement in service delivery.

Customer Service Supervisor

zara

Jul 2022 - Mar 2023 (9 months)

As a Customer Service Supervisor, I managed escalated client issues in the U.S., ensuring high KPI results and customer satisfaction. I scheduled teams and conducted weekly coaching sessions to enhance performance. Additionally, I oversaw a team responsible for managing over 50,000 customer accounts and addressing numerous daily post-purchase requests, utilizing marketing operations to streamline processes and improve service delivery. I also implemented Agile methodologies to maintain optimal KPIs, fostering a responsive and efficient customer service environment.

Customer Service Supervisor

Optimum

Mar 2021 - Jul 2022 (1 year 5 months)

As a Customer Service Supervisor at a telecommunications company, I progressed from a customer service agent and billing consultant in the northeast region of the United States to an operations supervisor, certified in Six Sigma. In this role, I managed a diverse team of customer service, technical support, and billing agents, ensuring that we consistently achieved key performance indicators (KPIs) such as Customer Satisfaction (CSAT), Average Handling Time (ATH), and First Contact Resolution. Additionally, my experience in managing operations has provided me with insights into marketing operations, Agile methodologies, and project management, which are essential for optimizing team performance and enhancing customer service delivery.

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Store Manager

New Balance.

Dec 2019 - Mar 2021 (1 year 4 months)

As a store manager for a renowned international apparel company, I led and motivated a team of sales associates to achieve outstanding results. I was responsible for managing a team of 15 salespersons, ensuring they met minimum sales targets while delivering exceptional customer service. Additionally, I applied marketing operations strategies to enhance our promotional efforts and drive sales, and I utilized agile methodologies to adapt quickly to changing retail environments, fostering a responsive and efficient team dynamic.

Juan Pablo Martinez Charry

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