Open to opportunities

Daniel Monestel Yubank

@danielmonestelyubank

Message

I resolve customer issues and build retention across bilingual support channels.

Nicaragua

Message

What I'm looking for

I'm seeking a remote customer support or customer success role where I can resolve complex client needs, strengthen retention, improve support workflows, and lead or coach teams in English and Spanish.

At Diamond Property Rentals, I support 300+ international and domestic clients in English and Spanish, managing guest onboarding, booking adjustments, escalations, and B2B co-hosting operations across 10+ rental listings.

I've handled high-volume support at Teleperformance using Salesforce CRM, Zendesk, and Amazon Connect, maintaining QA scores above 90% and CSAT above 85%. After progressing from Customer Service Representative to Team Leader, I coached up to 25 agents on FCR, quality standards, and escalated-case handling; I also built operational workflows and SOPs for a growing 60-to-122-person team at Tuanis Resto Bar.

Experience

Work history, roles, and key accomplishments

Current

Customer Experience Specialist

Current

Diamond Property Rentals

Aug 2025 - Present (1 year)

Delivered omnichannel support in English and Spanish to 300+ B2C clients and managed B2B relationships for 10+ rental listings, ensuring SLA compliance and smooth guest onboarding.

Meta Business Suite Email Support B2B Support B2C Support SLA Escalation Management Client Onboarding

Human Resources & Operations Manager

Tuanis Resto Bar

Dec 2024 - Aug 2025 (8 months)

Structured operational workflows and established SOPs to support a team expanding from 60 to 122 employees, managing internal query resolution and workforce scheduling.

SOP Development Workforce Scheduling Internal Communications Operations Management Human Resources

Customer Service Representative

Teleperformance Nicaragua

Nov 2023 - Jan 2024 (2 months)

Managed high-volume email support ticket queues using Zendesk, resolving customer inquiries in English for e-commerce customers during peak seasonal operations.

Zendesk Email Support Customer Support Case Documentation

Team Leader

Teleperformance Nicaragua

Jan 2022 - Feb 2023 (1 year 1 month)

Guided and coached an inbound support team of up to 25 representatives toward First Contact Resolution and CSAT targets. Audited agent interactions, reviewed escalated cases, and conducted 1-on-1 coaching sessions.

Team Leadership Coaching Quality Auditing Escalation Management Performance Monitoring

Property Administration Coordinator

Discover Real Estate

May 2019 - Jul 2021 (2 years 2 months)

Coordinated administrative and operational support for 25 residential properties, managing maintenance requests and owner communications to ensure high client satisfaction. Supervised a field operations team of 25 employees.

Property Management Team Supervision Client Communication Operations Coordination