Carlos - Customer Service Leader with 5+ years of team coaching and support

Santa Tecla, La Libertad Department, El Salvadoren

Led and coached a team to exceed KPIs including AHT, QA, FCR, and CSAT at Teleperformance.

Managed disputes and escalated customer issues efficiently, improving resolution times.

Published on CazVid

Summary

Experienced customer service representative with team leadership, dispute management, and technical support expertise, specializing in enhancing team performance and customer satisfaction.

Key Achievements

Provided high-level support using Salesforce and Talkdesk, enhancing customer satisfaction.

Skills

Customer ServiceAvanzado

Extensive experience in direct customer support and service quality management.

LeadershipAvanzado

Led teams and provided coaching to improve performance metrics.

CommunicationAvanzado

Effective in public relations and client interaction, ensuring clear information exchange.

Time ManagementIntermedio

Organized workload efficiently to handle multitasking under pressure.

Technical Support ToolsIntermedio

Experience

Customer service representative / Team Leader

Teleperformance (Chime Account)

2022 - 2023

Led and coached a team to exceed KPIs, including AHT, QA, FCR, and CSAT., Managing disputes experience to escalate customer’s issues and give them a resolution efficiently., Trainer and support managing experience for helping agents to improve their quality performance., Provide high-level customer...