Open to opportunities

ALake User

@alakeuser

Message

I lead bilingual customer service and sales teams to exceed KPIs and revenue targets.

United States

Message

What I'm looking for

I’m looking for a KPI-driven customer service and sales leadership role where I can use SQL/Tableau and CRM tools to improve performance, mentor teams, and grow revenue—while maintaining strong customer satisfaction and operational compliance.

I’m a bilingual Customer Service & Sales leader with a proven record managing remote, hybrid, and on-site teams of up to 20+ agents. I focus on operational efficiency and measurable results, consistently helping teams meet and exceed sales targets while maintaining elite customer satisfaction.

I’m expert at leveraging data analytics and contact-center technology—SQL, Tableau, Salesforce CRM, Zendesk, and Avaya CMS—to extract operational metrics and build dashboards that improve agent performance. I also mentor staff, scale account headcount, and reduce average handle times (AHT) through targeted coaching and performance management.

In my roles, I directed teams handling high-volume, compliance-heavy customer and account workflows, including disputes, reservations, billing issues, contract saves, and inbound sales conversion. Whether supervising retention, leading account operations, or supporting technical teams, I bring a hands-on, KPI-driven approach that strengthens quality, speed, and profitability.

Experience

Work history, roles, and key accomplishments

Current

Customer Service Representative

Current

Synchrony Financial

Jul 2024 - Present (1 year 11 months)

Manage high-volume financial inquiries and handle credit account updates and end-to-end account management in a remote environment. Resolve client disputes using Salesforce CRM and Microsoft Teams while meeting daily operational KPIs and maintaining regulatory compliance.

Customer Service Accounts Management Salesforce CRM Microsoft Teams Dispute Resolution Compliance KPI Tracking

Sales Consultant

Kane’s Furniture

May 2024 - Jul 2024 (2 months)

Provide high-touch customer service while driving direct retail sales of home furnishings and promotional financing options. Build client relationships and use upselling techniques to consistently exceed monthly sales quotas.

Retail Sales Customer Service Upselling Sales Quota Relationship Building Objection Handling

Account Supervisor

Sonder Hospitality

Jan 2024 - Apr 2024 (3 months)

Lead a remote support team of 20 agents handling guest reservations and billing disputes. Monitor real-time Zendesk queues to maintain consistent service quality and strict compliance with global SLAs.

Remote Team Management Account Supervision Zendesk SLA Management Billing Disputes

Retention and Sales Supervisor

Charter Communications

Aug 2021 - Nov 2023 (2 years 3 months)

Supervise a hybrid team of 20+ retention agents focused on contract saves and inbound sales conversion. Run performance reviews, analyze queue metrics via Avaya CMS, and coach teams on advanced objection handling, service delivery, and cross-selling.

Retention Sales Performance Reviews Avaya Customer Retention Strategy Objection Handling Cross Selling

Supervisor, Internet Repair

Convergys

Aug 2020 - Aug 2021 (1 year)

Manage daily operations, quality control, and technical performance for a team of 20 internet repair support agents on the Charter account. Conduct live call monitoring with Avaya CMS and coach agents to decrease average handle time (AHT) and improve first-contact resolution.

Technical Support Operations Quality Control Avaya Coaching KPI Tracking First Contact Resolutions

Customer Service Representative

Kemper Auto

Jan 2020 - Aug 2020 (7 months)

Support policyholders with auto insurance inquiries, processing coverage updates, payments, and initial claims tracking. Maintain high data accuracy while navigating complex legal policy minimums and guidelines.

Customer Service Coverage Payment Processing Claims Intake Policy Compliance

Operations Manager

Call Center Pros

Mar 2017 - Nov 2019 (2 years 8 months)

Direct site operations for a rapidly scaling hospitality account, driving account profitability and operational efficiency. Pull queue data to build training curriculum, maximize quality assurance, and oversee localized budget tracking and payroll.

Operations Management Quality Assurance Budgeting