Civil engineer with over 5 years in contact center operations, specializing in team supervision, quality assurance, and process optimization. Proven ability to lead teams, improve KPIs, and deliver technical support.
Resolved customer issues efficiently, ensuring satisfaction and promoting additional products/services.
Developed and implemented QA processes, conducted coaching, and evaluated team performances.
Tracked and analyzed operational KPIs, applying corrective actions and improvements in real time.
Designed workflows, standardized documentation, and optimized team processes for better efficiency.
Atlantic Quantum Innovations
Lead and supervise a multiskill team of 14 agents handling tickets, email, and chat, ensuring daily SLA compliance across ~140 tickets per day., Oversee queue performance, first-response and resolution times, and escalation handling., Develop and implement QA processes including reviews,...
Atento
Develop and implement operational procedures and policies to ensure efficient workflows and corporate client satisfaction., Supervise and evaluate staff performance, monitor KPIs, and provide feedback., Share reports with the payroll department regarding attendance, work-related updates, absences,...
BRM SAS
Successfully led a team of 60 employees in a dispatch campaign, managing coordination, follow-ups, and closures of technical visits., Maintained stable operational KPIs, including Service Level (NS) above 90%, and optimal TMO, TME, ASA, and Quality metrics., Built and maintained positive...
Bachelor's Degree
Provided technical troubleshooting and customer support for Apple hardware and services remotely.
Teleperformance
Provide technical support for Apple devices, including iPhone, iPad, AirPods, and Apple Watch, addressing a variety of hardware and software issues., Assist customers with billing concerns related to Apple services such as Apple Music, iCloud, and other subscriptions purchased through Apple.,...