January 2019 - October 2021
Customer Service Agent
Startek
LOB's:, Amazon (Interim Team Lead), Amazon Candidate Connection Support, Comcast (Tech and Sales Support)
November 2021 - April 2022
Customer Service Agent
IBEX
Built rapport with customers through courteous and professional communications., Addressed customer service enquires quickly and accurately.
April 2022 - June 2023
Team Lead
IBEX
Managed and mentored team of 35 to deliver exceptional service., Monitored team performance, providing suggestions for improvement and training programmes to increase team efficiency., Inspired and managed teams in operational improvements, increasing overall productivity., Monitored operations to ensure employees followed relevant procedures and worked towards defined Key Performance Indicator (KPI) targets., Served as customer service team lead, enforcing company policies, answering co-workers' questions and training new staff., Supervised and mentored staff in 1:1 sessions, driving attainment of individual KPIs., Coached and mentored junior team members, regularly assessing knowledge and skills gaps and implementing corrective action., Managed team by offering support and constructive feedback to improve skills and maximise potential., Led monthly staff meetings for team to communicate updates, process improvements and shifting business priorities.
November 2022 - February 2023
Team Manager
IBEX
Encouraged staff to learn and develop new skills to meet individual and team goals., Taught employees how to best serve customers and enforced standards to build brand loyalty., Employed outstanding communication and relationship-building abilities to lead by example in providing first-class customer care., Evaluated employee skills and optimised assignments to best use individual talents and knowledge., Used excellent problem-solving and issue-resolution strategies to rectify difficulties quickly and effectively., Maintained positive, professional working environment to optimise staff and customer satisfaction., Generated strategic weekly Key Performance Indicator (KPI) targets, motivating and incentivising staff to continually achieve and exceed expectation.
June 2023 - September 2023
Collection Agent
Impact Marketing Honduras
Collaborated with other agents and collections staff to address team goals., Followed up with customers, leveraging empathetic and transparent communication to offer top-quality assistance., Reduced total number of outstanding accounts by consistently pursuing debtors and reclaiming owed funds., Collected on aging and past due accounts, coordinating sustainable payment arrangements to encourage remittance.
October 2023 - March 2024
Interpreter
ICCBPO
Cyracom, Medical Interpreter, Legal Interpreter, Insurance Interpreter
