Lina Brinez

Experience

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  SALUDCOOP

  Feb 2001 - Mar 2007

  Commercial Manager

  1. Led recruiting and training efforts for new employees.2. Developed and implemented effective campaigns with the communities in the area.3. Track sales and customer feedback.3. Produced a service-oriented attitude and dedication to the customer experience.4. Exercised adaptability and excellent problem solving skills.

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  Banco W

  Jun 2007 - Sept 2013

  Customer Service Manager

  1. Spearheaded team leadership to around 16 offices in different areas by providing ongoing performance feedback, conducting training sessions, offering coaching, fostering motivation, and supporting professional development.2. Developed customer service policies and procedures.3. Ensured compliance with policies and processes related to customer service and information security standards in the Caribbean Region.4. Cultivated lasting partnerships in various internal sectors of the company, fostering unwavering customer satisfaction.5. Implement improvements in after-sales services by applying satisfaction surveys and complaint management.6. Built ongoing relationships with various internal areas to ensure customer satisfaction. Show less

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  E credit

  Sept 2013 - Mar 2016

  Customer Service Manager

  1. Led training and provided support to commercial teams in 12 offices in different cities, enabling them to acquire new clients and effectively maintain existing relationships.2. Develop and review customer service procedures and processes; and when necessary, adjustments to ensure the maintenance of customer service standards that allow the efficiency of the operation.2. I contributed to the recruitment process for this team. Proactively collaborated with other departments to optimize service alignment, identifying opportunities to improve customer experiences and devising actionable plans.3. Ensure that the customer service team complies with the KPIs, also implement processes to monitor customer satisfaction through surveys.4. Proactively manage service adjustments with other areas in order to identify service opportunities and define effective action plans to ensure customer satisfaction.5. Develop strategies to consistently deliver customer satisfaction and effective problem solving. Show less

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  Banco de las Microfinanzas - Bancamia S.A.

  Jun 2017 - Sept 2018

  Customer Experience Manager

  1. Ensure compliance with productivity and customer service benchmarks, including request, complaint and retention metrics.2. Fostered strong collaboration with various internal departments, such as commercial, credit analysis, and legal, to efficiently address customer needs.3. Focus key strategy to build policies and procedures to maintain trusted relationships with customers to ensure customer satisfaction.4. Orchestrated team development, training, and motivation, fostering exceptional customer service, product expertise, and effective cross-selling strategies.5. Provided constructive feedback and guidance to staff within a positive environment, facilitating optimal resolution of customer needs and cultivating customer satisfaction. Show less

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  RC MIGRATION

  Oct 2018 - now

  Customer Service Manager

  1. Supported the commercial team in the sale of migration services in more than 10 countries, covering sponsorship visas, qualified migration in general, tourist and family visas for individual and corporate clients.2. Proactively identify opportunities for improvement within the process and by creating customer service policies and procedures.3. Ensure high standards of customer service, working collaboratively with internal channels such as Migration Operations and the legal department to meet customer expectations.4. Lead the recruitment, training and motivation of staff for the customer service team, encouraging them to provide exceptional customer service.5. Actively improve the customer experience by analyzing satisfaction surveys to make adjustments where necessary.6. Oversee a comprehensive customer query and complaint resolution service. Show less