This is my profileContact via CazVidRicardo
Customer Service & Operations Manager with 10+ years in BPO industry
Contact
Competencies
Handled customer requests, complaints, and inquiries with professionalism and empathy across various roles.
Supervised and trained teams of 15+ members, delegated tasks, and mentored staff to improve performance.
Led multiple operational teams, monitored KPIs, improved workflows, and implemented best practices.
Provided technical support for phone, network, Wi-Fi issues, and operational troubleshooting.
Analyzed database trends, monitored KPIs like AHT, FCR, NPS, and used insights for strategic improvements.
Languages
Summary
Experienced professional with over 10 years in customer service, technical support, and operational management within the BPO industry. Skilled in team leadership, process optimization, and client support, with a strong focus on efficiency and customer satisfaction.
Key Achievements
- Managed and supervised teams of 15+ members across multiple operational roles, ensuring goal achievement and team performance.
- Provided technical support for mobile network services, troubleshooting, and real-time solutions for operational challenges.
- Achieved organizational goals consistently through process development, team coaching, and implementing efficiency improvements.
Experience
CUSTOMER SERVICE REPRESENTATIVE
Met short and long term targets., Handled customers requests and complaints taking their calls showing soft skills and empathy., Answered constant flow of customers calls up to 85 call in queue per minute.
OPERATIONS TEAM MANAGER GENERAL CARE
Consistently achieved both short-term and long-term organizational goals., Managed customer requests, complaints, and service issues with professionalism, empathy, and composure., Contributed to meetings by assisting in the development and implementation of new best practices., Processed various...
CUSTOMER SOLUTIONS MANAGER (T-MOBILE)
Provided support to a team of over 100 representatives and staff members., Specialized in technical support, including phone services, network coverage, Wi-Fi, coverage towers, and troubleshooting tools., Identified and implemented real-time solutions for operational challenges affecting...
OPERATIONS TEAM MANAGER TECH CARE
Consistently achieved both short-term and long-term organizational goals., Managed customer requests, complaints, and service issues with professionalism, empathy, and composure., Contributed to meetings by assisting in the development and implementation of new best practices., Processed various...
OPERATIONS TEAM MANAGER PREPAID CARE
Consistently achieved both short-term and long-term organizational goals., Managed customer requests, complaints, and service issues with professionalism, empathy, and composure., Contributed to meetings by assisting in the development and implementation of new best practices., Processed various...
OPERATIONS TEAM MANAGER NO MARKET ASSIGNED
Consistently achieved both short-term and long-term organizational goals., Managed customer requests, complaints, and service issues with professionalism, empathy, and composure., Contributed to meetings by assisting in the development and implementation of new best practices., Processed various...
PERFORMANCE MANAGER
Monitor key performance indicators (KPIs), service level, and quality., Ensure achievement of sales targets for bank extrafinancing products., Implement strategies to improve decision-making and objection handling., Supervise supervisors or team leaders, ensuring their teams meet performance...
OPERATIONS MANAGER OF CUSTOMER EXPERIENCE CARE
Monitor key metrics (KPIs), service level, and quality., Ensure compliance with SLAs (Service Level Agreements) with clients or the company., Implement strategies to improve team productivity and efficiency., Supervise Team Managers or Team Leaders, ensuring they meet goals., Provide coaching and...