Results-driven senior operations professional with a strong background in contact center management, team leadership, and community initiatives. Skilled in optimizing performance and delivering measurable impact.
Expertise in managing contact center operations, ensuring high service quality and efficiency.
Proven ability to lead, motivate, and develop teams to achieve strategic goals and community impact.
Focused on enhancing CSAT scores through process optimization and quality assurance.
Experience leading youth initiatives aligned with global priorities, driving community impact.
Radius Global Solutions
Led multi-team contact center operations, consistently delivering 88–92% CSAT vs. 90% target with aligned FCR, Quality, and Service Level performance.. Achieved 80/20 service level through workforce planning, maintaining 95%+ adherence and reducing shrinkage by 10–15%.. Improved productivity by 15% through KPI-driven incentives and supervisor coaching.. Reduced AHT by 10–15% while maintaining quality and customer experience.. Ensured compliance in fraud detection, managed escalations, and maintained full FTE coverage through effective attendance and hiring strategies.
Lions Club International
Led and coached youth teams in delivering community initiatives aligned with global priorities (health, environment, and humanitarian efforts), ensuring goal achievement and measurable impact.. Developed emerging leaders by mentoring members in project management, communication, and event execution, building a strong leadership pipeline.. Oversaw planning and delivery of large-scale regional events, driving cross-team collaboration and stakeholder coordination.. Implemented structured tracking of goals and performance metrics, improving accountability and execution across initiatives.
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Law and Political Science
Customer service based on feedback, right? Describe how could you collaborate with team members to improve customer service based on feedback. Okay, as I mentioned before, I think communication is important, right? If I'm not in a lead role, I need to be very careful how I help my colleagues, right? If I'm in a leadership role, definitely I also need to be careful how I provide the feedback, right? Sometimes teaching is not just telling, it's, hey, come over, can you help me here? Can we do this this way or this way? You know, I know probably how to fix it, but I will ask you to come and see me or not see me, or I just ask you a question and say like, hey, do you know how can we fix this? And if it comes with an answer that I know it's not the right one, and I say like, oh, but you know what? That's a good thing. I thought that too, but I saw this article to try to read it and tell me what do you think about it, right? By that, that person probably will realize that, hey, this is the right one. So probably he did a mistake and now I know he will no longer fail on that because now he had another perspective on when it comes to that resolution, right? So sometimes it depends on the scenario. Feedback has different ways for someone to learn without us being negative or judgmental or anything related to that it's not positive for a conversation. But I will use a lot of techniques, depends on the scenario. But mostly, I will try to go humbly speaking like, hey, can you help me with this? And that will be the technique I will use to help someone that is at my same level because sometimes it's not that it's me, it's probably the person that don't want to get the feedback from someone at the same level as them because, you know, that's on any other person. But I mean, if I know that could cause an issue, I definitely avoid it, right? That has taught me a lot in how to communicate with people sometimes. So I will definitely help them improve customer service that way based on a feedback or a technique that I use.
to manage multiple customers' inquiries at once. Okay, so here's the thing. When I was an agent, um I had to manage a huge amount of calls when it comes to customer service, right? Tech support mostly because customers sometimes they don't have reception and I need to offer a callback, right? In order for me to manage um multiple customers' inquiries, the first thing first, I need to pay attention to the training, being cautious when it comes to nesting. If it happened, if it doesn't, I need to use my tools. I need to know the product. If I know the product, believe me, everything will go smoothly. Whenever as an agent, I used to do that. Now, when I became a supervisor to lead in a group of agents, my job is to lead them so they can know the product. If they don't know the product, then I will normally go around and help them, right? Because most of the time, we don't read the information. And if we don't read the information is where you get stuck. You get a lot of inquiries. The queue gets flooded basically is because we're not using our time in a timely manner. We are not handling average, average handle time. We are, we're basically going above that because we are not sticking to procedures. We are not using our call flow to prioritize when it comes to customers, right? So it depends on the scenario. I can share with you, I have been on both sides, so I know that it depends, but on my end as an agent, I know that I need to pay attention to details to avoid and ask probing questions so that I can understand real quick what's going on, what's the matter. Because sometimes the customer don't know, so in order for me to identify that, if I'm not getting it from the customer, my job is to do probing questions to understand and I will go right away handling those itineraries, inquiries at once and be able to resolve. And I don't have to wait for the customer to share with me what's missing. If I see it, I just fix it, right? And I share with him.
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Regularly, when it comes to customers, right, I can tell you that the only way to make sure you resolve a customer is by listening. We need to listen to our customers. Customers, most of the time, are confused about the information, and if we don't have any information that have them like on the same page as us because we are the experts, our job is to just listen to the customer, make sure we understand where they're coming from, right? And be able to listen to understand and not to just reply. When we listen to understand, what we do is basically make sure we guide them through the steps, offer solutions, definitely options, and explain the process behind so they can understand where we're coming from as a company, right? I have been able to resolve all challenges with customers whenever they're angry, yelling at you. I don't take it personal because I know they're just venting because they probably don't understand the process, how it goes. But my job has been able to listen. And those are the steps that I have completed when it comes to resolve a customer whenever they're angry. Most of the scenarios, they are not directly to me. They are probably if they're coming from a different agent that probably they're calling back and forth and there's no resolution, they're coming yelling at me. I just listen to them because I know it's not with me directly. So what I do is don't take it personal because I know it's not directly with me. It's just probably about the process, about the frustrations that are coming from because they have been on the phone waiting for someone to listen to them and be able to resolve their inquiries, right? So basically, those are the times I can share with you that I use as an example on how to resolve a customer complaint and definitely acknowledge their emotions. Empathy also works an important part of it. Empathy is everything. And how do you do empathy by just listening to the customer? We need to listen.
Hello, my name is Ariel, and I'm applying for the customer service position. I have 12 years in the industry, BPO industry, handling customers' inquiry in related fields such as tech support, customer service, collection, and I also have been leading roles for customer service, being a team lead, a supervisor, and a serial operations manager as well. So I know both ends of how to manage the customer, the agent, and the supervisor, and how to...
