Open to opportunities

Siria Olivero

@siriaolivero

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HR Customer Service Representative & Bilingual Customer Success 10 YEARS experience.

United States

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What I'm looking for

Seeking a leadership role to inspire and support teams, ensuring exceptional customer experiences and achieving company objectives.

Based in Clifton, NJ, she has a strong track record of resolving complex issues, improving service delivery, and fostering effective communication in both English and Spanish. Siria’s expertise spans various CRM and ticketing systems, including Zendesk and ServiceNow, where she has successfully managed escalations and driven performance improvements. With a commitment to client satisfaction and a focus on remote team collaboration, Siria is poised to contribute significantly to any organization seeking to enhance its HR functions and customer support services.

Experience

Work history, roles, and key accomplishments

Current

Overnight Customer Success Manager

Current

Olla Beauty Supplies

Mar 2020 - Present (5 years 2 months)

Led a remote team of 15+ customer service representatives, focusing on performance improvement and customer satisfaction. Successfully reduced escalations to upper management by 30% and improved client retention rates by 15%. Developed training programs and mentored team members for career growth.

Team Leadership Training Client Relationship Management Remote Team Management Performance Monitoring CRM Systems Conflict Resolution Time Management

Employee Relations Specialist

Safestreets USA LLC

Aug 2012 - Feb 2020 (7 years 6 months)

Served as the primary liaison for over 1,200 employees, managing payroll processing and resolving employee inquiries with a 95% first-contact resolution rate. Improved response times and employee satisfaction through effective cross-departmental collaboration and training initiatives.