Luisa Yolanda Perez Guerra

Freelance Customer Service Manager

Managed inbound, outbound, scheduling and support teams for a plastic surgery practice, resolving escalations and coordinating patient service operations. Led recruitment, onboarding, and training, and built Asana workflows and automation rules.

AsanaRingCentralRingCXGoogle WorkspaceZoho CRMDrChronoDeelClockifyRecruitmentOnboardingTrainingPayroll ReportingKPI ReportingQuality Assurance

Operations Supervisor

Coached agents, evaluated performance, and delivered actionable feedback to improve service quality and productivity. Managed scheduling, escalations, and day-to-day operations.

CoachingPerformance EvaluationSchedulingEscalation ManagementOperations Management

Operations Supervisor

Led multichannel teams for customer support accounts including T-Mobile, Grubhub, Amazon, Walmart, and Comcast. Monitored service metrics, coached agents, and prepared time reports in AsureForce for payroll.

Multichannel SupportKPI MonitoringCoachingAsureForcePayroll Reporting

Quality Assurance

Audited calls, emails, and tickets, identified trends, and delivered feedback on billing, service issues, sales, and food delivery support. Facilitated calibration sessions and created training materials.

Quality AssuranceAuditFeedbackTrainingCalibration

Customer Service Representative

Provided customer service support, handling inquiries and resolving issues for clients.