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Customer Service & Training Leader with 10+ years in BPO & Finance
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Competencies
Led teams to deliver quality customer support and maintained service standards.
Designed and conducted training programs to enhance staff skills and performance.
Supervised daily operational activities, focusing on efficiency and process improvement.
Facilitated open communication channels and stakeholder reporting.
Proficient in Microsoft Office for reports and training material preparation.
Education
Languages
Summary
Dedicated Customer Service and Training Specialist with over a decade of experience in team leadership, program design, and operational supervision within the BPO and financial sectors.
Key Achievements
- Managed and supervised customer service teams at Core Financial, maintaining high service standards.
- Designed and implemented training programs at IntouchCX, increasing knowledge retention by 20%.
- Oversaw daily operations and led professional development initiatives at Alorica.
Experience
Customer Service Team Leader
Managed and supervised customer service teams, ensuring high standards of service., Provided mentorship and training to new team members to improve their performance and adaptation.
Trainer
Designed and implemented training programs for administrative and operational staff, achieving a 20% increase in knowledge retention as evaluated., Coordinated training sessions tailored to specific needs, optimizing learning processes., Supervised and assessed participant performance, providing detailed reports to stakeholders.
Operations Supervisor
Oversaw daily operations, implementing strategies to improve team efficiency., Collaborated on the design and execution of internal workshops aimed at professional development.