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Raul

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

Video resume

Customer Service Representative/HD Technician T1
Highly motivated professional specializing in Customer Service and Tech Support assistance. Proven ability to excel in fast-paced environments by effectively leveraging skills in Multitasking, Active Listening, Empathy, Problem-solving, and being...

Contact

Managua, Managua Department, Nicaragua
Open to remote
Available on CazVid
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Competencies

Customer SupportExpert

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

Team Leadership & CoachingExpert

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

Performance ManagementAdvanced

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

Process OptimizationAdvanced

Drove continuous improvement and strategic initiatives to enhance operational workflows.

Technical TroubleshootingAdvanced

Resolved hardware/software issues in support environments, ensuring seamless IT support.

Education

Bachelor of International Relations and Foreign Trade
Universidad Central de Nicaragua - UCN
Intensive Portuguese language Course
Embaixada da Republica Federativa Do Brasil, Centro Cultural Brasil – Nicaragua (CCBN)
Intensive English Language Course
American Nicaraguan School - English Language Institute

Languages

EnglishAdvanced
PortugueseAdvanced
SpanishNative

Summary

Motivated professional with extensive experience managing BPO customer service teams and providing technical support in fast-paced environments.

Key Achievements

  • Led multiple BPO teams to deliver high customer satisfaction and operational performance
  • Implemented strategic initiatives including process optimization and digital transformation
  • Mentored leaders and fostered inclusive, high-performing team cultures

Experience

Senior Team Manager

IBEX Global
Dec 2024 - Sept 2025

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...

Team Manager

IBEX Global
Dec 2021 - Dec 2024

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

Helpdesk Technician Tier 1

IBEX Global
Apr 2019 - Dec 2021

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

Customer Service Representative

IBEX Global
Nov 2018 - Apr 2019

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

Skills

Customer SupportTeam Leadership & CoachingPerformance ManagementProcess OptimizationTechnical Troubleshooting
Published on CazVid - May 17, 2026
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