Supervisor de atención al cliente con experiencia en gestión de equipos y mejora de procesos, dedicado a optimizar la satisfacción del cliente y eficientizar operaciones.
Aplicó empatía para comprender y resolver las necesidades del cliente, mejorando la satisfacción.
Organizó eficientemente las tareas diarias y coordinó actividades del equipo para cumplir metas.
Mantuvo canales claros y efectivos en la interacción con clientes y colaboradores.
Supervisó y motivó un equipo, brindando herramientas y seguimiento para mejorar desempeño.
eTags
Arranged phone calls, emails or text messages to the customer in order to complete the legal process of Transfer Title with/without plates, also replacement title., I was in charge of 10 agents that needed to arrange 40 calls per day and 20 emails. We accomplished more than the goal and they finished with 60 calls and more than 40 emails., I provided tools like text blaze in which they can better handle the emails and the instructions as well with the feedback on how they could improve with the personalization in each case., As a supervisor as well, I resolved and provided options to the customer that they were unable to complete in a certain time like placing orders on hold or follow up with them on the date that they were able to answer phone calls or email.
Webhelp Nicaragua
Sitel Nicaragua
Emails 10/21/18 to 04/02/2021, Outbound and Inbound calls 04/02/2021 to 04/01/2022
Central American Academy of English
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Identificó y propuso soluciones alternativas ante obstáculos en procesos de atención.
Create the planification for the class, Checking the knowledge as warm -up, Making test and exams