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Operations Supervisor at Startek with 6 years in Customer Experience Management
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Competencies
Proven ability to lead teams and improve customer satisfaction through strategic coaching and process optimization.
Skilled in developing training programs and coaching staff to enhance performance and service quality.
Experienced in monitoring key performance indicators like CSAT and FCR to inform decision-making.
Capable of optimizing staffing levels to meet high-volume demands and ensure operational efficiency.
Effective in handling escalated issues to maintain customer satisfaction and resolve complex problems.
Education
Languages
Summary
Dedicated Operations Supervisor experienced in enhancing customer satisfaction, team leadership, and operational efficiency within call centers. Proven track record of improving KPIs and coaching teams to excel.
Key Achievements
- Enhanced CSAT scores from 20% to 35% through targeted coaching and process improvements.
- Increased First Call Resolution (FCR) from 50% to 64%, reducing repeat contacts and boosting customer satisfaction.
- Led a team of 15–18 CSRs, optimizing daily operations and maintaining high performance standards.
- Implemented KPI tracking and performance metrics that drove continuous improvement in service quality.
Experience
Operations Supervisor
Led daily operations for 15–18 CSRs in high-volume inbound environments.. Improved CSAT from approximately 20% to 35% and increased FCR from approximately 50% to 64% through structured coaching and call quality reviews.. Delivered onboarding, training, and continuous coaching for CSRs on call handling, documentation, customer experience, and service-related sales.. Developed and reinforced standard workflows, quality guidelines, and escalation procedures.. Coached agents on identifying upsell and retention opportunities without compromising service quality.. Managed escalations, staffing coordination, documentation standards, and ongoing performance reviews.
Customer Service Representative
Handled high-volume inbound calls for billing, account management, technical support, and service scheduling.. Served as the first point of contact and resolved issues on the initial interaction when possible.. Identified retention and upselling opportunities for internet, cable, and mobile services.. Accurately documented all customer interactions and managed escalations professionally.