Adan - Customer Support Supervisor with Quality Assurance & Back Office Expertise

San Salvador, San Salvador Department, El Salvadoren

Ensured agents adhered to service standards as Quality Assurance Agent at Sykes (foundever).

Led the implementation of a Back Office project within the call center environment.

Published on CazVidVideo interview available

Summary

Experienced customer support supervisor with expertise in quality assurance, back office projects, and bilingual interpretation, committed to service excellence.

Video Resume

Key Achievements

Supervised team performance by monitoring KPIs and supporting agent development.

Skills

Customer ServiceAvanzado

Provided customer support and ensured quality standards in call center operations.

Quality AssuranceIntermedio

Monitored and maintained service quality as a QA specialist to meet company standards.

Back Office Project ManagementIntermedio

Led and supported the execution of back office initiatives within the organization.

Team Supervision & KPI MonitoringIntermedio

Supervised agents' performance by tracking KPIs and providing feedback for improvement.

Bilingual Interpretation (English/Spanish)

Experience

Technical Support

Sykes, nowadays known as foundever

Working in the Call Center industry, Quality Assurance Agent (QA), Making sure that agents were achieving the standards of service provided by the company, Leading the implementation of a Back Office project, Working as Supervisor, following up on agents Key Performance Indicators (KPIs)