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Fausto Smith's avatar
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Fausto Smith

Bogotá, Bogota D.C., Colombia

Operations Supervisor with 10+ years in Customer Service and Support

  • Led a team as Operations Supervisor, focusing on compliance, results analysis, action plans, coaching, and demonstrating leadership.
  • Conducted call monitoring, built quality reports, and provided coaching for a team of up to 20 agents at WebHelp OneLink.
  • Managed customer negotiations for bill explanations and payments, and participated in home warranties sales at WebHelp OneLink and Sitel Group.
Leadership
Advanced
Applied leadership skills to coach teams, analyze performance, and foster compliance within operations.
Analytical Skills
Advanced
Performed results analysis, monitored key indicators, and developed action plans to improve team performance.
Negotiation
Intermediate
Engaged in payment negotiations and customer interactions to facilitate payments and resolve issues.
Customer Service
Advanced
Provided technical support, explained billing, and managed customer inquiries effectively.
Office Tools
Expert
Utilized Outlook, Excel, Word, and PowerPoint proficiently to support reporting and documentation tasks.

Languages

English
Advanced
Spanish
Native
See Full Skillset on CazVid
May. 2021 - Present day
Operations Supervisor
WebHelp OneLink
Ensure key indicators compliance through results analysis, development and follow up of action plans, coaching and feedback sessions based on SMART goals model, and demonstrating leadership through example.
November 2019 - April 2021
Quality Analyst
WebHelp OneLink
Call monitoring, building of quality reports and analysis, coaching and feedback for a group of up to 20 agents.
April 2019 - November 2019
Customer service and sales representative
WebHelp OneLink
Provide bill explanations, negotiations to collect payments, and payment arrangements. Home warranties sales.
November 2017 - December 2018
Tech support and sales representative
Sitel Group
Provide tech support for home appliances, and home warranties sales.
View Complete Work History
🎓
Brigham Young University BYU-Idaho
Business management student
Completed Present day
🎓
Instituto Bolivariano Esdiseños
Highschool
Completed 2015
See Education & Certifications
✨

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2101 E Broadway Rd Ste 1
Tempe, AZ 85282, USA

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