Eddie - Customer Service & Team Leadership Specialist with 5+ years in Call Center Operations

Nogales, Sonora, Mexicoen

Led a team of call center agents, improving performance metrics and achieving KPIs consistently.

Provided bilingual support, enhancing customer satisfaction and retention for US-based campaigns.

Published on CazVid

Summary

Dedicated bilingual professional with over 5 years in call center operations, skilled in team leadership, customer service, sales, and training. Proven ability to enhance team performance and deliver exceptional client support.

Key Achievements

Coached and trained new agents, reducing onboarding time and increasing team productivity.
Exceeded sales targets through effective upselling and customer engagement strategies.
Implemented performance monitoring systems to optimize agent efficiency and quality.

Skills

Bilingual CommunicationExpert

Fluent in English and Spanish, facilitating seamless communication and customer support across diverse markets.

Team Leadership & SupervisionAdvanced

Experienced in supervising call center teams, motivating staff, and ensuring KPIs are met consistently.

Customer Service & Issue ResolutionAdvanced

Skilled in delivering high-quality customer support, resolving issues efficiently, and maintaining customer satisfaction.

Sales & UpsellingIntermediate

Proven ability to meet and exceed sales targets through strategic communication and customer engagement.

Experience

Team Lead Supervisor

USA Plus

Supervised and managed outbound call center agents.. Monitored performance metrics and ensured KPIs were met.. Provided coaching, feedback, and performance improvement plans.. Assisted in training new hires.. Maintained quality standards and compliance.

Call Center Agent / Translator

Various U.S.-Based Campaigns

Handled inbound and outbound sales calls.. Provided real-time English–Spanish translation during calls.. Delivered high-level customer service and issue resolution.. Achieved and exceeded sales targets.