This is my profileContact via CazVidLisbeth
Customer Support & Operations Leader with 10+ years in BPO and Digital Marketing
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Competencies
Supervised and motivated teams of up to 18 agents to meet performance goals.
Provided troubleshooting and customer guidance for hardware, software, and applications.
Created content, managed online communities, and analyzed metrics to optimize engagement.
Led training sessions for new hires and ongoing staff development on policies and procedures.
Effective communicator fluent in English, Spanish, and Portuguese, supporting diverse client needs.
Education
Languages
Summary
Experienced in leading support teams, managing digital communities, and delivering technical assistance across multiple industries.
Key Achievements
- Led a team of 18 agents at Concentrix, improving team performance through KPI monitoring and coaching.
- Served as SME, enhancing service quality and training via process updates and feedback mechanisms.
- Managed social media content and community engagement for brands at Creaciones Liliana and Grupo Ava.
Experience
Team Leader Operations
Leadership of teams with 18 agents., Monitor and evaluate team performance through KPIs, focusing on improving quality and efficiency., Train new employees on account policies and procedures., Build team cohesion and motivate advisors to foster trust and strong connections., Participate in the company's selection and recruitment processes., Supervise the achievement of daily, weekly, and monthly goals., Analyze results and report team performance and improvement areas to management., Develop and implement strategies to enhance the quality of customer interactions.
Subject Matter Expert (SME)
Served as an SME in a technical support team, providing guidance and assistance to agents in resolving complex and technical cases., Coordinated and led training sessions to update agents on new products and procedures., Implemented continuous feedback processes to enhance service quality and improve operational efficiency.
Chat Tech Support Advisor
Provided technical support to clients via online chat, resolving issues related to technological products and services, primarily for U.S. and international customers., Diagnosed and resolved technical incidents in hardware, software, and applications, ensuring customer satisfaction through clear and effective solutions., Assisted users with the configuration, installation, and maintenance of equipment and software, guiding them step by step through detailed solutions.
Community Manager
Management of social media platforms (Facebook), creating visual and written content that reflects the brand's identity and values., Interaction with the online community, responding to comments, direct messages, and managing customer service on digital platforms., Social media metrics analysis to measure post performance, adjusting strategies based on results.
Community Manager and Digital Marketing Assistant
Professional with experience managing multiple accounts for renowned brands, focusing on creating effective digital strategies, content management, and strengthening communities on social media.
Commercial Intern (Commercial Assistant)
Commercial intern with responsibilities focused on supporting sales, marketing, or trade teams in various activities, such as customer management, tracking customer requests for promotional materials, and the creation and coordination of promotional campaigns.
Public Relations Intern
Public Relations (PR) Intern, with experience in key tasks supporting communication operations, corporate image management, and relationship-building for companies and organizations.