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Customer Support Team Leader with 8+ years of team development
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Competencies
Directed and mentored teams to meet performance and development goals in customer support.
Handled escalated issues and managed crisis situations efficiently, ensuring minimal service disruption.
Ensured clear, timely communication within teams and with clients regarding operational issues.
Supervised processes and workflows to optimize team productivity and service quality.
Provided coaching, role-playing, and feedback to support skill growth among team members.
Education
Languages
Summary
Experienced in leading customer support teams, resolving complex issues, and coaching staff across organizations such as IntouchCX and Foundever, with a focus on operational excellence and team development.
Key Achievements
- Led and mentored customer support teams at IntouchCX and Foundever, enhancing team efficiency and cohesion
- Managed complex issue resolution and operational challenges in a high-volume support environment
- Coached new hires and existing agents through live and role-playing sessions, contributing to skill expansion
Experience
Tier two Team Leader
Led and mentored a team of customer support specialists, Oversaw the resolution of complex, escalated issues, Ensured the team met key performance metrics, Collaborated cross-functionally with other departments, Provided coaching to foster team development, Managed crisis situations and drove operational efficiency
Coach
Provided direction and guidance to guarantee the achievement of key performance metrics, Achieved measures, reports and communicated metric goal attainment, Ensured accurate and timely communication of client and campaign issues, Coached, mentored and developed team for skills expansion
Product Specialist
Provided support and guidance to teammates, Helped new hire teammates with knowledge debrief sessions, Conducted coaching sessions in real time
Learning Mentor
Provided coaching and training to new and existing agents, Conducted one-on-one mentoring sessions, Offered performance feedback, Facilitated role-playing exercises
Customer Service Representative
Received calls as a customer service representative for US/Canada Market, Resolved cases regarding financial issues, Performed as a mentor for new hires
Staff Developer
Followed, controlled, supervised processes, Created strategies to develop new techniques, Provided guidance regarding tutoring and crew development
Statistics analyst
Analyzed data related to airline operations, Managed flight schedules, pricing, revenue management