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Erik
Team Leader with 5+ years of customer service and operations
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Competencies
Applied customer service skills to educate clients and resolve issues effectively.
Coached and trained team members to improve performance and meet quality targets.
Managed scheduling, staffing, and monitored team metrics to optimize call center performance.
Utilized soft skills to handle customer complaints and escalations effectively.
Used productivity tools for report generation, performance tracking, and documentation.
Education
Languages
Summary
Bilingual professional with over 5 years in call center management, coaching, and customer service. Skilled in operations, staff development, and client relations, currently seeking remote dispatch roles.
Key Achievements
- Managed daily operations and staff development at Studykik call center.
- Coached team members to meet QA standards and improve customer service skills.
- Led performance evaluations and implemented strategies for team efficiency.
Experience
Team Lead
Assist the manager with the day-to-day operations of the call center, such as developing, analyzing, and implementing staffing, training, scheduling., Coached team members in techniques necessary to complete job tasks., Trained team members in customer service techniques and gave them feedback and...
Call Center Associate
Analyzed and escalated complaints, issues and grievances to designated departments for investigation and response., Customers were educated on billing, payment processing, and customer service policies and procedures., Customer questions about available services, sales, current prices, and upcoming...