Byron Villatoro

• Processed sales orders, equipment removal requests, and finance modifications for a Xerox account supporting approximately 18,000 devices for the County of Los Angeles.• Reviewed requests and supporting documentation for accuracy and completeness, ensuring compliance with established procedures and requirements.• Coordinated with Sales, Compliance, and other internal departments to resolve discr

• Supervised a team of approximately 15 customer service agents, monitoring performance, providing coaching, and ensuring adherence to established procedures and service standards.
• Selected to support a dedicated group of 20 underperforming agents, providing individualized coaching, call monitoring, constructive feedback, and accountability to help improve performance.
• Conducted performance re

• Monitored customer service calls and provided agents with constructive feedback to support quality standards and improve call handling.
• Helped identify opportunities for improvement in communication, process adherence, and customer interactions.
• Supported frontline operations by reinforcing procedures and sharing feedback to help agents deliver consistent service.

• Handled inbound customer service calls for Citibank USAs Home Equity and Second Mortgage services.
• Assisted customers with account-related inquiries while following established procedures and service guidelines.
• Communicated professionally with U.S. customers in English, providing clear information and courteous support.
• Followed verification procedures, documented customer interactions, a

• Provided customer service support for shipping and package tracking inquiries across the Shipping and Universal accounts.
• Assisted customers with shipment-related questions, tracking requests, and service issues while following established procedures.
• Used internal systems to retrieve shipment information, document interactions, and provide accurate customer support.
• Developed strong commu

• Supervised customer service agents, supporting daily operations and reinforcing established service procedures and performance expectations.
• Monitored team performance and provided guidance to help agents maintain service quality and follow operational standards.
• Supported agents with questions, helping address customer service issues and maintain consistent operations.
• Built on previous e

• Monitored customer service interactions to assess call quality, communication, and adherence to established procedures.
• Identified opportunities for improvement and provided feedback to support consistent service standards.
• Helped reinforce quality expectations and accurate process execution in a customer service environment.

• Provided customer service support for Norwegian Cruise Line (NCL), assisting customers with inquiries and service requests, booking, paying or upgrading reservations.
• Communicated with customers professionally, followed established procedures, and documented interactions accurately.• Developed strong customer service, communication, problem-solving, and call-handling skills in a fast-paced cal