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Customer Service Supervisor with 10+ years of operational leadership
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Competencies
Led and managed teams across customer service, operations, technical support, and quality assurance, ensuring high performance and continuous development.
Developed and implemented protocols for quality inspection and process optimization in manufacturing and logistics environments.
Provided technical support for systems, networks, and applications, ensuring prompt resolution of issues and improved system performance.
Automated reports, developed dashboards, and analyzed data for operational insights, supporting strategic decision-making.
Forecasted staffing needs, optimized schedules, and managed payroll to enhance productivity and resource utilization.
Education
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Summary
Dynamic professional with over 10 years of experience leading teams in customer support, operations, and quality assurance. Skilled in process optimization, data analysis, and technical troubleshooting. Adept at driving performance improvements, fostering team development, and ensuring operational...
Key Achievements
- Led technical support team at Guest-tek, improving issue resolution times and customer satisfaction.
- Managed a diverse team of 50 employees at Lean Solutions, achieving high performance through KPI-based strategies.
- Designed quality assurance protocols at Windset Farms, reducing shipment errors by 20% and enhancing compliance.
Experience
Supervisor
Lead a team in a high-demand customer service environment, overseeing day-to-day operations to ensure service levels are consistently met or exceeded., Manage scheduling, performance tracking, and workforce optimization, leading to an improvement in team productivity and customer satisfaction...
Supervisor / Operations Manager
Led and oversaw the entire operational framework in Guatemala, managing a diverse team of 50 employees across various departments., Responsible for strategic decision-making, process optimization, and ensuring high performance through the consistent achievement of key performance indicators...
Team Lead - Technical Support Analyst
Managed technical inquiries by providing solutions for systems, networks, and mobile apps. Demonstrated expertise in TV configurations, operating systems, and internet applications while delivering high-quality customer support., Directed a team responsible for troubleshooting technical issues...
Consultant - QA Analyst
Led a quality assurance team responsible for overseeing the inspection of imported and shipped products, ensuring compliance with rigorous industry standards., Designed and executed a comprehensive quality control framework, which included the development of new protocols and inspection processes,...
Workforce Management Lead
Spearheaded the design and automation of real-time workforce management reports, which provided senior leaders with actionable insights on performance, productivity, and resource allocation., Managed payroll processing and financial reporting for a large team, ensuring that billable hours were...
Quality Auditor Coordinator Supervisor
Led a cross-functional team of auditors and quality control specialists to ensure that production processes met or exceeded industry and client standards., Coordinated quality audits across multiple production lines, identifying key areas for improvement and implementing corrective actions that...
RTA Analyst
Led the development of statistical reports and dashboards that allowed for real-time monitoring of operations, providing senior management with the data needed to make informed decisions., Managed the payroll and billing processes for a large team, ensuring accurate invoicing and compliance with...
Sales Agent and Temporary Supervisor
Provided leadership and support to sales teams during supervisor absences, ensuring that performance targets were met and customer satisfaction remained high., Managed client relationships by explaining product details and billing issues, which improved customer retention rates and overall...