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Jose David Padilla Lopez

Badalona, Catalonia, Spain

Customer Service & Operations Team Leader with 5+ years in BPO industry

  • Managed real-time operational issues, maintaining SLA adherence and ensuring customer satisfaction.
  • Led cross-department communication to streamline processes, improving operational efficiency in a fast-paced setting.
  • Supported bilingual customer service, resolving complex issues and maintaining high standards for quality and compliance.
Customer Experience & Issue Resolution
Advanced
Handled customer interactions, resolving issues efficiently while maintaining high satisfaction levels.
SOP & SLA Compliance
Advanced
Ensured adherence to organizational policies, SOPs, and SLAs during daily operations and escalations.
Ticketing & SaaS Platforms
Intermediate
Utilized systems like Salesforce, Zendesk, and Amazon Connect for documentation, tracking, and reporting activities.
Cross-Department Collaboration
Advanced
Coordinated communication among teams to maintain service continuity and operational efficiency.
Data Entry & Reporting
Advanced
Maintained accurate logs, reports, and updates supporting audits and operational decision-making.

Languages

Spanish
Native
English
Advanced (B2+)
See Full Skillset on CazVid
Apr 2024 - Nov 2025
Team Leader, Operations
Concentrix
Served as the central point of contact for real-time operational issues, prioritizing requests, managing escalations, and reporting urgent situations to leadership., Monitored live queues, performance dashboards, and schedules to ensure SLA adherence and timely resolution of customer-impacting...
Jun 2020 - Apr 2024
Advisor II | Back Office Dispatcher (EN–ES)
Concentrix
Acted as a first point of contact for customers experiencing service issues, delivering clear and professional support in English and Spanish., Utilized ticketing systems and multiple SaaS platforms to document, track, and resolve requests with high attention to detail., Dispatched and escalated...
View Complete Work History
🎓
Colegio Tercer Milenio
Bachelor Degree
Completed 2016
See Education & Certifications
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