Sergio - Customer Service & Quality Supervisor with 10+ years in BPO

Guatemala City, Guatemala, Guatemalaen

Progressed from Customer Service Representative to Account Supervisor, demonstrating role advancement

Gained diverse experience across sales, customer care, and retention departments

Published on CazVidVideo interview available

Summary

Experienced BPO professional with expertise in customer care, sales, retention, and team supervision.

Developed skills in coaching, feedback, and trend analysis within BPO operations

Customer ServiceAdvanced

Experience in handling customer interactions, troubleshooting, and client communication

Quality AnalysisIntermediate

Performed trend analysis and provided feedback to improve agent performance

Supervision & CoachingIntermediate

Supervised teams, conducted coaching sessions, and developed employee skills

Reporting & AnalyticsIntermediate

Prepared daily reports, identified trends, and summarized performance metrics

LanguagesAdvanced

ATENTO

Jan 2023 - Dec 2023

Daily reports, find trends in agents behavior, provide feedback to agents

WORLD CONNECTION

Feb 2021 - Mar 2022

Daily bases report, find trends in agents behavior, feedback to agents of their calls

ALORICA

Apr 2020 - December 2020

Daily bases reports, coaching's sessions, development of skills, find areas of opportunities

Aug 2018 - Dec 2018

Dec 2018 - Feb 2020

Reports, coaching's, follow up emails, give feedbacks, one by one with agents

High School Degree

Completed 2014