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Customer Support Lead with 4+ years in Team Management and Operations
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Competencies
Supervised and coordinated teams across multiple support and supervisory roles.
Provided coaching, feedback, and client follow-ups, ensuring clear and effective communication.
Handled content planning, event creation, and operational coordination in freelance work.
Designed social media content, trending research, and video editing for digital platforms.
Managed files, appointments, client calls, and coordinate operational tasks in an office environment.
Education
Languages
Summary
Experienced in team supervision, client coordination, and content creation, with a strong background in customer support and event planning.
Key Achievements
- Managed teams of up to 27 agents at Solvo Global, creating KPIs and performance reports.
- Led support operations for Amazon UK, providing guidance to achieve team metrics.
- Coordinated urban events and social media content creation as a freelancer.
Experience
Event planner/UGC creator/Assistant
Creation and execution of urban events., Creative process for social media content and trend research., Content planning., Video editing for social networks., Creation of content and events calendar.
Administrative assistant
Administrative support in file management., Health, pension and risk insurance affiliations., Follow up call to clients., Calendar scheduling., Book reservations and coordinate operations, including purchasing office supplies.
Specialist supervisor
Team management (27 agents avg)., Create KPI and performance report with clients and team members., Coaching sessions and 1on1., Create improvement plans whenever is needed to grow the headcount per account., Follow up on calls with clients and potential positions.
Support lead
Team management (15 agents avg)., Provide support to the agents and handle the team., Giving instructions so they can be on metric targets and team goals., Coaching sessions and 1on1., Novelties report., Manager calls., Listen to agents calls and provide feedbacks for bad behaviors and quality steps.