Experienced team leader and specialist with a strong background in customer support, training, and quality assurance within contact center environments.
Applied leadership skills in managing and mentoring teams across multiple roles to improve performance and workflow.
Effectively communicated with clients and team members, conducted meetings, and shared best practices as SME.
Designed and delivered training for new product implementation and onboarding, improving team knowledge.
Conducted call listening, calibrations, and upheld strict quality standards for campaigns.
EVERISE
Client meetings, Reporting, Task managing, Multitasking, Calibration calls, Performance evaluations
EVERISE
Upskilled given performance and abilities, Shared best practices as SME
ATENTO
Training experience for new product implementation, Supported implementing a chat and a voice line of assistance, Shared knowledge with the team
ATENTO
In charge of groups up to 35 people, Followed strict quality standards assigned by the campaign, Conducted call listening sessions and calibrations
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Managed multiple responsibilities including reporting, client meetings, and calibration calls effectively.
ATENTO
Oversaw introducing groups of up to 30 people to company processes, Conducted meetings and reporting with the client, Created/updated/translating training material
ATENTO
Demonstrated great care for customers, Achieved KPIs and followed company standards
