Raul - Customer Service & Team Management with 5+ years of BPO expertise

Provided technical and customer support through multiple channels, ensuring high-quality service delivery.

Led and mentored teams across various roles, focusing on performance management and staff development.

Managed performance metrics such as CSAT, AHT, and FCR to meet operational standards.

Drove continuous improvement and strategic initiatives to enhance operational workflows.

Leading multiple BPO teams to deliver exceptional customer service, Performance management (CSAT, AHT, FCR), SLA compliance and regulatory standards, Mentoring leaders and driving engagement, Fostering continuous improvement, Client relations and performance reporting, Strategic initiatives...

Leading BPO customer service teams to deliver exceptional client experiences, Operational oversight and performance monitoring (AHT, CSAT, FCR), Coaching and training team members, Fostering inclusive team cultures, Driving efficiency and building high-performing teams

Delivering prompt technical support through phone, email, and ticketing systems, Troubleshooting hardware/software issues, Resolving routine requests and documenting incidents, Maintaining a seamless IT support environment

Delivering high-quality support across phone, email, and chat, Resolving inquiries and complaints with empathy and precision, Meeting performance metrics (CSAT, AHT, FCR), Building customer trust