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Team Leader
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Competencies
Proven ability to lead, motivate, and develop teams to achieve high performance.
Skilled in managing support operations, improving service quality, and resolving complex issues.
Experienced in coaching teams to enhance skills, productivity, and customer satisfaction.
Expertise in building and maintaining strong client relationships to foster loyalty and growth.
Effective negotiator in debt recovery and financial planning contexts, achieving favorable outcomes.
Education
Languages
Summary
Experienced professional with a strong record in customer support, team leadership, sales, and security operations. Skilled in coaching, client relations, and achieving targets.
Key Achievements
- Improved customer satisfaction scores by 15% at Teleperformance through targeted coaching.
- Led a sales team to achieve 105% of monthly targets at Olico Call.
- Reduced escalations and enhanced service delivery in customer support roles.
- Supervised security operations, ensuring timely responses to incidents at ACM Track.
- Built strong client relationships as a Personal Financial Advisor, contributing to client retention.
Experience
Team Leader
Led a team of 10–15 customer service agents delivering high-quality support.. Improved customer satisfaction scores by 15% through targeted coaching and performance feedback.. Reduced escalations by 20% through proactive issue resolution and agent mentoring.. Monitored KPIs including CSAT, AHT, productivity, and service levels.. Prepared weekly performance reports and operational insights for management.
Personal Financial Advisor
Provided financial advice to clients on investments, insurance, and retirement planning.. Conducted financial needs analysis to develop personalized financial plans.. Built strong client relationships while maintaining compliance with financial regulations.
Customer Service Supervisor
Managed a support team handling 100+ daily customer interactions.. Monitored service level agreements and productivity metrics.. Resolved complex customer complaints and improved service delivery processes.
Control Room Supervisor
Supervised control room operations monitoring CCTV and alarm systems.. Coordinated responses to security incidents and maintained operational reports.
Sales Team Leader
Led a sales team that achieved 105% of monthly sales targets.. Provided coaching to improve sales performance and product knowledge.
Debt Collection Team Leader
Led collectors responsible for recovering outstanding debts.. Implemented strategies that improved collection success rates.
Debt Collector
Recovered outstanding payments and negotiated repayment plans with debtors.