Demonstrated experience with Performance management.
Demonstrated experience with root-cause analysis.
Demonstrated experience with schedule adherence.
Demonstrated experience with QA calibration.
Teleperformance Colombia
Led teams up to 20 CSRs supporting a US health insurance client; improved different customer oriented KPIs such as CSAT and NPS through leadership and coaching., Reduced AHT increased IR by implementing call-flow guides, targeted refresher training, and real-time support huddles., Reduced repeat-caller rate via root-cause analysis and process fixes (benefits, claims, Rx), lowering escalations., Improved schedule adherence in partnership with WFM; optimized staffing to stabilize SLA during peak season., Lowered monthly attrition by enhancing 1:1 coaching, recognition programs, and career pathing; reduced absenteeism., Owned client communications for escalations and weekly performance reviews; consistently met compliance/QA targets (≥95%)., In a dynamic client-facing role, consistently encountered situations where prompt attention to client concerns and escalations was imperative. The role demanded continual vigilance to ensure timely follow-up on any escalation or concern raised by the client, highlighting the need for proactive communication and effective resolution strategies to maintain a high level of client satisfaction.
Teleperformance Colombia
Resolved member inquiries on benefits, prescriptions, claims, and billing, consistently exceeding performance metrics (CSAT 90%+)., Delivered accurate, timely information that reduced repeat calls and supported SLA compliance., De-escalated complex situations with empathy, driving positive feedback and maintaining high customer retention., Partnered with internal teams to ensure issue resolution, contributing to improved first-call resolution rates.
PgD.
BS.
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Demonstrated experience with MS Excel (pivot tables).
Teleperformance Colombia
Assisted passengers with reservations, luggage, and itinerary changes across phone, email, and chat, sustaining top-tier service scores., Processed high-volume transactions with speed and accuracy, helping the team exceed AHT and QA targets., Resolved escalations effectively, contributing to reduced complaint volumes and improved customer satisfaction., Supported omnichannel operations that enhanced overall customer experience and streamlined workflows., In a high-volume customer service environment for an American Airline company, I regularly encountered situations where customers required assistance with their reservations, luggage information, itinerary changes, etc.
