Javier Dubon

Background

About Javier Dubon

With over 7+ years of experience in customer specialist in different positions (Trainer assistant, team lead, temporary supervisor) I am currently serving as a Customer Service & Team Lead at Conduent, focusing on customer relationship management, Cx metrics, and workflow optimization. With a strong bilingual proficiency in Spanish and English, contributed to creating and modifying cruise reservations while generating and analyzing key performance reports to enhance team efficiency and customer satisfaction. Collaborated with teams to refine operational workflows, address customer escalations, and support agents through coaching and payroll reviews. Dedicated to fostering a positive team environment, improving performance metrics like CSAT and NPS, AHT, QA and aligning team goals with organizational objectives, while bringing diverse perspectives and a results-driven approach. Experienced in leading customer service operations with strong focus on process optimization, continuous improvement, and positive leadership. Committed to empowering teams, strategically enhancing customer experience, and driving meaningful business result through effective management and collaboration. Actively seeking management roles where I can leverage these skills to contribute to organizational success.