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Customer Service & Team Coach with 5+ years in BPO & Education
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Competencies
Applied coaching strategies to improve team performance and collaboration
Managed KPIs and created improvement strategies for customer service teams
Completed advanced financial training to support strategic operational decisions
Handled escalations and mediated conflicts within teams to maintain productivity
Built positive relationships with team members and customers to foster engagement
Education
Languages
Summary
Experienced in leading teams, performance management, and delivering high-quality customer support. Skilled in coaching, strategic thinking, and conflict resolution across BPO and educational settings.
Key Achievements
- Led multiple teams at Foundever Nicaragua, consistently meeting and exceeding performance metrics
- Delivered high-level coaching sessions that improved operational outcomes
- Developed performance metrics and personalized development plans, boosting service quality by 20%
Experience
Escalation and Core Voice Coach
Led multiple teams, consistently meeting and exceeding performance metrics., Conducted high-level coaching sessions, significantly improving operational outcomes., Led meetings, implemented process improvements, and fostered team collaboration., Completed advanced financial training courses to enhance strategic decision-making.
Supervisor Coach
Trained and mentored new agents, ensuring successful onboarding and skill development., Developed tailored coaching strategies, driving improvements in both individual and team performance., Managed KPIs and created personalized development plans for team members., Delivered performance reports and improvement strategies, boosting service quality by 20%.
Customer Service Representative (Banking Campaign)
Provided high-level customer support, resolving complex financial inquiries and issues., Consistently achieved top-tier customer satisfaction and performance metrics., Utilized CRM tools and security verification processes to enhance service efficiency.
English Teacher (Secondary Level)
Designed interactive lessons to improve students' language skills., Assessed student progress and tailored teaching strategies to meet individual needs., Facilitated a positive and engaging learning environment for students.
Educator and Activities Coordinator
Coordinated outreach programs focused on personal and spiritual development., Mentored fellow volunteers and led community events, fostering growth in multicultural settings., Promoted the development of interpersonal and leadership skills among participants.