Experienced customer service leader with a strong background in team supervision, KPI management, and process improvement. Skilled in coaching, motivating teams, and ensuring high service standards to enhance customer satisfaction.
Led customer service teams, facilitating coaching and performance improvement initiatives.
Monitored and used KPIs like AHT, QA, and CSAT to assess and improve team performance.
Managed payroll and incentive schemes to motivate staff and align with company goals.
Delivered high-quality customer interactions, resolving issues efficiently and effectively.
Advensus Contact Centers
Supervised teams of 13 to 21 customer service agents., Managed payroll and performance-based incentive programs., Monitored and analyzed KPIs including AHT, QA, FCR, CSAT, Hold, ACW, and Supervisor Transfers., Provided coaching, feedback, and continuous performance improvement.
Call Center Pros
Delivered high-quality customer service and issue resolution., Met and exceeded quality, productivity, and compliance standards.
Giuseppe's Ritrovo
Cazuelas Mexican Cantina
High School Diploma
Primary Education
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Handled customer and team conflicts to maintain a positive work environment.
