Carlos - BPO Supervisor at BPO Kemper CS

Tijuana, Baja California, MexicoRemoteen

Streamlined shift planning and reporting processes, improving team efficiency.

Supervised remote teams, enhancing performance through feedback and monitoring.

Published on CazVidOpen to remote

Summary

Carlos is a dedicated BPO Supervisor with over 10 years of experience in customer service, team leadership, and social media review management. Bilingual in English and Spanish, he excels in optimizing team performance and enhancing customer satisfaction.

Key Achievements

Managed social media reviews, increasing customer engagement and satisfaction.
Led agent coaching initiatives, resulting in improved customer service metrics.
Handled escalations effectively, maintaining high customer retention.

Skills

Customer ServiceExpert

Exceptional at addressing customer needs, resolving issues, and ensuring satisfaction.

Team LeadershipAdvanced

Proven ability to motivate, coach, and develop teams to achieve operational goals.

Communication SkillsExpert

Effective communicator in English and Spanish, facilitating clear information exchange.

Report Preparation & AnalysisIntermediate

Skilled in preparing reports and analyzing data to inform decision-making.

Social Media ManagementIntermediate

Experience

BPO Supervisor Confie

BPO Kemper CS / On-site

February 2023 - Present

Prepares reports and updates for upper management., Provides feedback on employee work performance, Plans employee shifts and work schedules.

BPO Supervisor Confie

BPO Confie / Work From Home

December 2018 - February 2023

Added new printers to the system and handled inbound calls and emails., Placed orders for printer supplies and followed up on orders., Monitor agents remotely.

Escalation Specialist / Social Media

Confie / Freeway

February 2013 - Present

Review customers reviews on social media (Facebook, Yelp and Google+), Get more information from customers in regards to the reviews., Send monthly report about amount of reviews received.

Team Leader

Confie / Beachbody

June 2014 - February 2017

Encourage team to reach operational goals, Coaching and development team members, Monitor queue, calls waiting, abandonment rate, occupancy, shrinkage, Develop agents to improve better customer service.