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Customer Support & Team Leadership with 8+ years in Tech and Telecom sectors
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Competencies
Provided bilingual technical and account support in high-pressure environments, supporting traders, customers, and team performance.
Led and coached teams of up to 18 bilingual agents, improving KPIs, quality scores, and operational workflows.
Reviewed KPIs, monitored call quality, and provided actionable feedback to enhance team performance and customer satisfaction.
Suggested and implemented workflow enhancements, tooling improvements, and process adjustments to streamline support functions.
Utilized tools such as Slack, Cloudflare, and internal ticket systems for client account management and internal support operations.
Education
Languages
Summary
Experienced bilingual support professional with proven leadership in technical support, quality assurance, and operational management. Skilled in coaching, KPI analysis, and process improvement to enhance team performance and customer satisfaction.
Key Achievements
- Promoted to Team Lead on first attempt, managing an 18-agent bilingual team in energy sector, driving KPIs and operational excellence.
- Reduced quality assurance gaps by 16 points through structured reviews, targeted coaching, and skill development in Call Center roles.
- Supported multiple high-pressure technical support environments, improving workflows, team performance, and customer satisfaction through process enhancements.
Experience
Bilingual Trader Technical Support & Resolution Coach
Provided bilingual technical and account support for funded traders in a high-pressure proprietary trading environment involving real capital., Followed efficiency and quality KPIs, receiving positive feedback for rapid knowledge acquisition and consistent performance., Became a reference point...
Bilingual Call Center Agent & Support Coach (SME)
Served as Support Coach (SME) within a rescue team, providing real-time coaching and guidance to agents during live customer interactions., Conducted direct coaching sessions with agents, becoming a preferred coach for a group of representatives seeking performance improvement., Took...
Bilingual Call Center Agent | Team Lead / Supervisor in Charge
Promoted to Team Lead on first internal application after meeting eligibility requirements, selected on first attempt based on performance., Served as Team Lead for a collections and billing campaign in the energy sector, overseeing a team of 18 bilingual agents., Held full responsibility for team...
Bilingual Call Center Agent & SME Coach (Workforce & Quality)
Delivered bilingual technical support for U.S. customers in the computer and consumer electronics space, supporting product usage, troubleshooting, and customer service., Supported Workforce operations by assisting with scheduling activities and database maintenance to ensure coverage and...