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Elio
Customer Service & Team Lead with 7 years in Call Center Industry
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Competencies
Handled customer interactions, ensuring quality and satisfaction across multiple accounts.
Supervised, coached, and managed teams, including schedule creation and performance oversight.
Conducted training sessions and onboarded new employees to ensure skill acquisition.
Ensured correct process implementation and maintained quality standards from the start.
Utilized CRM, Google Suite, and Excel for day-to-day operational and reporting tasks.
Education
Languages
Summary
Experienced in supervising, training, and managing customer service teams, with a background in technical support and quality assurance.
Key Achievements
- Assisted in founding the San Pedro Sula branch of TTEC and facilitated client engagement.
- Led a team of over 60 associates in scheduling and operational management during peak seasons.
- Contributed to the promotion of team members to management roles within and outside the company.
Experience
Supervisor / Trainer
Assisted the founding of the company in San Pedro Sula by creating a good engagement with the client., Fast learner and a key to the learning of the financial account by being in multiple trainings across the LOBs of it., Relied on by the operations, training and QA team to ensure the processes were being implemented correctly.
Supervisor
Managing a set amount of associates by keeping track of their metrics and coaching when needed., Successfully took charge of the account while my team manager was away and efficiently took care of the communications and presentations directly to the client., Been an integral part of the hiring process by conducting interviews to potential hires., Led half of my team count to getting promoted to management positions within and outside the account within the company., Took the lead in the creation of schedules for the whole account in the busy season for more than 60 associates.
Technical Representative
Successfully assisted customers and learned the account with little to no training., Assisted in the training of the newbies when they entered to my team., Maintained quality since month #1 til the very last one.