Open to opportunities

S gomez

@sgomez

Message

Customer service leader focused on operational efficiency and team performance.

India

Message

What I'm looking for

I seek a role where I can lead customer service teams, improve operations and processes, and drive measurable customer satisfaction and business outcomes.

I am a results-driven Customer Service Specialist with over 10 years of experience in customer service leadership and logistics administration, adept at reducing escalations and improving customer satisfaction through process improvements and cross-functional collaboration.

I have led remote customer service operations, managed employee records and compliance, trained high-performing teams, and coordinated service and collections efforts to deliver consistent, measurable business results.

Experience

Work history, roles, and key accomplishments

Customer Service Manager

Steps Logistics

May 2015 - Oct 2023 (8 years 5 months)

Directed remote customer service operations for a multicultural client base, implemented policies that reduced complaint escalations by 40% and improved customer satisfaction, and streamlined cross-functional communication to support marketing initiatives.

Customer Relationship Management Complaint Handling Team Leadership CRM (Salesforce)Cross Functional Collaboration

Customer Service Assistant

IBM

Aug 2004 - Apr 2005 (8 months)

Managed high-volume inbound calls, coordinated between customer care and collections to ensure timely issue resolution, and documented customer interactions to support compliance and data accuracy.

Customer Support Documentation Time Management Communication Quickbooks Trello