Wilson Caicedo

I am a Customer Service Supervisor with nearly 20 years of progressive experience leading customer support operations in manufacturing and distribution environments. I consistently enforce service policies, manage escalations, and partner cross-functionally to resolve order, shipping, and warranty issues.

I lead, coach, and develop teams through onboarding, training, performance feedback, and accountability measures, while monitoring service levels and documentation accuracy to support operational efficiency. I have served as a subject-matter resource for policies and procedures and have a track record of identifying recurring service issues and contributing to process improvements that enhance customer satisfaction.

My background includes frontline roles as a Senior Customer Service Specialist and additional leadership and operations experience across account management, live broadcast operations, training, fraud prevention, and team leadership. I bring a strong leadership presence, accountability, and a continuous improvement mindset to every role.