M

Michael Nunez

About

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Nacional, Dominican Republic

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work
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Résumé

Jobs verified_user 0% verified
  • P
    Client Operations Specialist
    Premium Bronx
    Jan 2024 - Current (2 years 10 months)
    Coordinated daily operations for patient transport services, ensuring reliable scheduling and assignment of vehicles and drivers. Managed client communication and logistics to confirm appointments and respond to changes or cancellations. Monitored transport queues and operational KPIs like on-time performance and service reliability. Utilized dispatch and scheduling systems to assign resources and update trip status. Collaborated with drivers, healthcare facilities, and internal teams to optimize patient experience and resolve service issues.
  • Confidential
    Personal Virtual Assistant
    Confidential
    Jan 2022 - Jan 2024 (2 years 1 month)
    Delivered high-level executive and personal administrative support with a 100% client satisfaction rate. Managed complex calendars, inboxes, and priority scheduling using Google Calendar, Outlook, and Calendly. Coordinated international travel and expense management via TravelPerk and Expensify, reducing travel costs by 12%. Prepared confidential documentation and reports using Microsoft Office and Google Workspace with 100% accuracy. Acted as primary liaison between executives and stakeholders, reducing response times by 30%.
  • Confidential company
    Property Manager
    Confidential company
    Jan 2019 - Jan 2022 (3 years 1 month)
    Oversaw daily operations of residential and/or commercial properties, ensuring high occupancy rates, tenant satisfaction, and compliance with lease agreements and local regulations. Achieved 95%+ occupancy rate and improved tenant retention by 20% through proactive communication, timely issue resolution, and service quality improvements. Managed rent collection, budgeting, and expense control, maintaining 98% on-time rent payments and supporting accurate monthly and annual financial reporting. Coordinated maintenance, repairs, and vendor relationships using property management platforms such as reducing service request resolution time by 25%. Conducted tenant screening, lease administration, move-in/move-out inspections, and documentation w
  • Advensus
    Client Service Agent
    Advensus
    Jan 2018 - Jan 2019 (1 year 1 month)
    Delivered high-quality inbound/outbound support for customer inquiries across multiple channels (phone, email, chat) in a nearshore contact center environment focused on first-call resolution and CSAT targets. Achieved or exceeded performance metrics such as First-Call Resolution (FCR) and Customer Satisfaction Score (CSAT) (typically measured against company KPIs). Handled escalations and resolved complex issues, maintaining professionalism and adherence to service standards in a fast-paced BPO setting. Documented all interactions accurately in CRM and contact center systems. Trained on product/service knowledge and leveraged support tools to provide correct information and timely solutions, contributing to service reliability.
  • Advensus
    Appointment Setter
    Advensus
    Jan 2017 - Jan 2018 (1 year 1 month)
    Managed outbound outreach to prospective customers to schedule appointments and engage new business opportunities for client campaigns. Met or exceeded appointment conversion targets and contributed to pipeline growth through persistent follow-ups and lead qualification. Utilized lead data from CRM tools to track outreach outcomes and update statuses. Maintained call logs, notes, and follow-up reminders to ensure accurate tracking and conversion analysis. Collaborated with sales and operations teams to enable seamless hand-offs and support business development initiatives.
  • Alorica
    Tech Support
    Alorica
    Jan 2016 - Jan 2017 (1 year 1 month)
    Provided tier-1 technical support to customers experiencing product/service issues, troubleshooting problems over phone/email while maintaining service standards. Resolved or escalated issues based on documented procedures, contributing to technical resolution KPIs and minimizing repeat contacts. Used support platforms and ticketing systems to log, track, and resolve cases efficiently. Assisted with software/hardware diagnostics and provided customers with step-by-step guidance to fix common problems. Communicated technical information clearly to non-technical customers to improve understanding and satisfaction.
  • Alorica
    Sales Specialist
    Alorica
    Jan 2015 - Jan 2016 (1 year 1 month)
    Engaged inbound/outbound customer interactions to promote client products and close sales in a high-volume call center environment. Achieved or surpassed sales conversion goals and revenue targets consistently through consultative selling and objection handling. Recorded sales activity and pipeline progress in sales tools. Provided upsell and cross-sell recommendations to maximize customer value while ensuring service quality. Reinforced product knowledge and leveraged real-time reporting dashboards to monitor performance metrics and optimize sales techniques.
  • Teleperformance
    Tech Agent
    Teleperformance
    Jan 2014 - Jan 2015 (1 year 1 month)
    Supported customer technical issues in a contact center setting by diagnosing and resolving problems according to client guidelines. Achieved quality assurance targets by maintaining high resolution rates and low callback frequency. Utilized company systems (ticketing tools, remote support software, knowledge bases) to log issues and monitor resolution status. Escalated complex technical cases to higher-level support teams while providing detailed documentation. Delivered friendly, professional interactions aligned with customer experience standards and performance KPIs.
  • Teleperformance
    Sales Agent
    Teleperformance
    Jan 2013 - Jan 2014 (1 year 1 month)
    Initiated customer engagements to promote and sell client products or services, consistently meeting sales quotas and performance indicators. Maintained sales logs and customer data in CRM systems to support reporting and pipeline tracking. Demonstrated product knowledge and upselling skills to maximize order value and retention. Met performance targets such as conversion ratio, average order value (AOV), and adherence to compliance standards. Participated in ongoing training to refine sales techniques and maintain competitive knowledge of offerings.
  • Teleperformance
    Customer Service Agent
    Teleperformance
    Jan 2012 - Jan 2013 (1 year 1 month)
    Handled inbound customer inquiries with active listening and empathy, ensuring timely resolution and positive service outcomes. Achieved key metrics like call quality scores, CSAT, and average handle time (AHT) through adherence to operational procedures. Used contact center tools and CRM platforms to document customer interactions and follow up on outstanding issues. Escalated issues effectively when required while maintaining ownership and accountability for service delivery. Provided accurate product/service information and guided customers through solutions.
  • B
    Guest Service Agent
    Barceló Palace Deluxe
    Jan 2010 - Jan 2012 (2 years 1 month)
    Delivered high-quality front desk and guest relations services for luxury resort guests, managing check-ins, check-outs, reservations, and billing processes with accuracy and professionalism. Ensured exceptional guest satisfaction by promptly responding to inquiries and resolving complaints, consistently supporting high CSAT and service quality targets typical in 4-5 star hospitality environments. Used hotel property management systems and communication tools to manage room assignments, payments, and guest records efficiently. Provided concierge assistance and local information, including recommendations for activities, dining, and services, enhancing guest experience and promoting additional property offerings. Coordinated with housekeepin