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Gustavo
Customer Service & Team Leadership with 5+ years in Telecom & Support
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Competencies
Led teams of up to 18 agents, overseeing KPI achievement and performance management.
Handled inbound customer inquiries, technical support, and upselling for telecom services.
Provided support related to intranet networks, computers, and remote access during technical calls.
Conducted weekly coaching sessions and developed action plans for team improvement.
Engaged in upselling, cancellations, and sales strategies to meet organizational targets.
Education
Languages
Summary
Experienced team supervisor with strong background in customer support, technical troubleshooting, and sales within the telecom industry. Skilled in coaching, KPI management, and fostering team performance.
Key Achievements
- Led teams of up to 18 agents to meet weekly KPIs across multiple companies
- Provided coaching and developed action plans to improve team performance
- Supported technical troubleshooting for intranet networks and customer issues
Experience
Team Lead/Supervisor
Lead a team of 16 agents to accomplish their weekly KPI’s, Provide weekly coaching, Generate action plans and follow up on performance and attendance
Customer Service Agent
Assist inbound callers (SPRINT) with their issues regarding their services with their cell phone devices, coverage plans and rates, Upselling, cancellations, suspensions
Team Lead/Supervisor
Lead a team of 16 agents to accomplish their weekly KPI’s, Provide weekly coaching, Generate action plans and follow up on performance and attendance
GSD/Mckesson Support Level 4
Provide Technical support to inbound callers about their intranet network and computers
Team Manager Comcast
Lead a team of 18 agents to accomplish their KPI’s, Provide weekly coaching, Generate action plans to improve sales close percentage rate and follow up on performance and attendance