Experienced in team leadership, quality analysis, customer negotiations, and technical support across call center environments.
Applied leadership skills to coach teams, analyze performance, and foster compliance within operations.
Performed results analysis, monitored key indicators, and developed action plans to improve team performance.
Engaged in payment negotiations and customer interactions to facilitate payments and resolve issues.
Provided technical support, explained billing, and managed customer inquiries effectively.
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.
WebHelp OneLink
Call monitoring, building of quality reports and analysis, coaching and feedback for a group of up to 20 agents.
WebHelp OneLink
Provide bill explanations, negotiations to collect payments, and payment arrangements. Home warranties sales.
Sitel Group
Provide tech support for home appliances, and home warranties sales.
Business management student
Highschool
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Utilized Outlook, Excel, Word, and PowerPoint proficiently to support reporting and documentation tasks.
