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Call Center Supervisor at Intouch CX
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Competencies
Fluent in English and Spanish, effectively facilitating cross-cultural communication.
Skilled in establishing rapport and trust with clients and team members to foster collaboration.
Utilizes data insights to inform strategies, optimize processes, and track performance metrics.
Efficiently manages multiple priorities, ensuring timely completion of tasks and projects.
Identifies root causes of issues and develops effective solutions to improve operations.
Education
Languages
Summary
Dedicated customer service professional with leadership experience at Intouch CX, skilled in team management, escalation handling, and data-driven strategies. Bilingual in English and Spanish, with a law degree from Universidad Militar Nueva Granada. Committed to delivering exceptional client experiences and operational excellence.
Key Achievements
- Led team target formulation, boosting performance and efficiency.
- Provided critical floor support, reducing escalations and enhancing customer satisfaction.
- Streamlined communication and feedback processes, improving team engagement.
- Handled complex escalations, ensuring prompt resolutions and client retention.
- Developed training strategies for new agents, increasing onboarding efficiency.
Experience
Supervisor call center
Assisting in the formulation of targets for individual and teams., Answer questions from staff and provide guidance and feedback., Anticipate escalations and take over calls when needed., Devise ways to optimize procedures and keep staff motivated., Measure performance with key metrics., Ensure adherence to policies for attendance, established procedures, etc., Keep management informed on issues.
CSR2
Provide floor support., Handle escalation queues., Handle supervisor calls.
Agent – Beauty Advisor
Answer incoming calls/chats/emails and respond to customer inquiries., Provide accurate information about products or services., Resolve customer complaints efficiently and professionally., Record details of customer interactions in the system., Follow communication scripts and company procedures., Meet performance targets such as call handling time and customer satisfaction., Escalate complex issues to the appropriate department.