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Juan
Call Center Team Leader with 2+ years in BPO and customer support
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Competencies
Led and coordinated teams to meet performance targets and improve productivity.
Handled inbound/outbound calls, resolved issues, and ensured customer satisfaction.
Designed and delivered training modules to new and existing employees in call center environments.
Managed overdue accounts, negotiated repayment plans, and tracked account performance.
Supported administrative tasks, documentation, and coordination within organizations.
Education
Languages
Summary
Dedicated team leader and trainer with over two years of experience in call centers, specializing in customer service, team management, and training development. Currently pursuing a Business Administration degree and skilled in handling customer accounts and operational workflows.
Key Achievements
- Led teams at Asurion, Concentrix, and Webhelp, improving operational efficiency.
- Developed and conducted training programs that enhanced team skills and performance.
- Managed customer accounts, orchestrated repayment plans, and maintained detailed performance records.
Experience
Team Leader
Leading work teams, fostering collaboration and efficiency., Making informed decisions and managing multiple tasks simultaneously.
Team Leader
Managed and coordinated team activities to meet performance targets., Provided support and guidance to team members., Ensured adherence to company policies and procedures., Worked on collections, managing overdue accounts and coordinating repayment plans., Conducted regular team meetings to address issues and improve performance., Tracked attendance and managed schedules to ensure adequate coverage., Implemented training programs to improve team skills and performance., Maintained detailed records of team performance and progress.
Trainer
Developed and conducted training programs for new hires and existing employees., Assessed training needs and implemented effective training strategies., Monitored and evaluated training effectiveness to improve performance., Assisted in the creation of training materials and documentation., Provided one-on-one coaching to employees to enhance their skills., Collaborated with management to identify training gaps and develop solutions., Organized and facilitated workshops and seminars for continuous learning., Prepared training reports and documentation to track progress and outcomes.
Agent
Provided customer service and resolved issues effectively., Handled inbound and outbound calls., Managed collections and account inquiries., Managed overdue accounts, contacting customers to arrange payment plans and settlements., Negotiated repayment terms and schedules with customers to ensure timely debt recovery., Monitored payment compliance and followed up on delinquent accounts., Maintained detailed records of customer interactions and payment agreements., Collaborated with the finance team to reconcile accounts and ensure accurate financial reporting., Implemented strategies to reduce outstanding debts and improve collection rates., Provided exceptional customer service while handling sensitive financial information and disputes., Analyzed customer accounts to identify patterns and potential issues to proactively address them.
Warehouse Manager
Managing inventories and suppliers., Receiving invoices and billing., Managing personnel and customer service.
Administrative Assistant
Supporting administrative tasks and document management., Coordinating activities and handling correspondence.