Arlaine Melendrez

I am highly experienced professional with a strong background in team leadership, technical support, customer service, and administrative operations, built through over a decade of progressive roles in the BPO industry. I have demonstrated expertise in leading diverse teams, managing complex customer concerns, and delivering high-quality service across security systems, telecommunications, warranty processing, and order management environments.

My leadership experience is extensive, as I served as a Team Leader since 2022, where I guide technical support agents handling security system products. In this role, I oversee my team's key performance metrics, conducts coaching sessions, and ensures adherence to quality standards to improve team productivity. I am skilled at conflict resolution, mediating both customer and inter-team issues to reduce escalations and maintain a harmonious work environment. I also analyze performance data to interpret trends and recommend strategic improvements, demonstrating strong analytical and decision-making abilities. Additionally, I collaborate with cross-departmental leaders to create unified goals and operational alignment. My responsibilities include performance evaluations, providing structured feedback, and identifying development opportunities for my team members. I am also adept at email and time management, ensuring urgent concerns are prioritized effectively.

Prior to my leadership role, I served as a Senior Subject Matter Expert, where I validated and recorded warranty claims for security system products, handled serial numbers and defect details, and managed escalations efficiently. I am responsible for preparing end-of-day reports on approved claims, highlighting my accuracy, documentation skills, and ability to work independently in a back-office environment.

My earlier experience includes several years as a Technical Support Representative, delivering troubleshooting assistance for internet and security system services and coordinating field technician appointments for onsite repairs. I also worked as an Order Entry Representative, accurately entering cable, phone, and internet service orders while assisting technicians and sales teams during service activations—further strengthening her multitasking, system navigation, and customer handling capabilities.

I began my BPO career as a Customer Service Representative, where she practiced active listening, empathy, and effective communication. My foundation in customer-facing roles, combined with technical knowledge and leadership experience, makes me adaptable, detail-oriented, and capable of handling diverse operational tasks.

I am proficient in multiple CRM systems, productivity tools, and communication platforms, enabling me to succeed in remote, hybrid, or on-site work environments with efficiency and professionalism.