Daniela - Customer Service & Team Coordination with 5+ years in BPO industry

Colombia, Huila Department, ColombiaRemoteen

Coordinated team performance improvements through metrics analysis and reporting

Provided coaching and training to enhance individual team member performance

Published on CazVidOpen to remote

Summary

Experienced professional specializing in customer support and team management with a strong focus on process adherence and continuous improvement.

Key Achievements

Handled escalated customer issues, ensuring resolution aligned with policies and standards

Skills

Customer ServiceAdvanced

Delivered prompt, efficient, and professional support via calls, chats, and emails.

Team Coordination & LeadershipAdvanced

Managed team performance metrics, workforce planning, and coaching to meet operational goals.

Performance ReportingIntermediate

Prepared and presented reports on team performance and improvement strategies.

Process Compliance & Quality StandardsAdvanced

Ensured adherence to SLAs, process guidelines, and regulatory requirements.

Technical Tools

Experience

Team Coordinator

Sutherland Global

December 2022 - September 2025

Coordinated team performance metrics to achieve weekly improvement goals., Provided individualized coaching to identify opportunities for growth among team members., Prepared and presented performance reports and improvement strategies to management and clients., Managed administrative tasks...

Customer service chats and voice agent

Sutherland Global

April 2021 - December 2022

Ensuring customer inquiries and issues are resolved promptly, efficiently, and professionally. Through calls, chats, and emails., Maintaining a positive customer experience by being empathic, proactive, and solution oriented., Minimizing wait times and resolving customer concerns quickly through...