Demonstrated experience with Team Leadership.
Demonstrated experience with Performance Management.
Demonstrated experience with Customer Satisfaction.
Demonstrated experience with Client Communication.
OfficePartners360
Lead and manage a team of Team Leads, ensuring achievement of KPIs (quality, response time, customer satisfaction, attendance, attrition)., Conduct regular performance evaluations, set goals, and provide feedback for professional growth., Maintain constant communication with clients, addressing requests and fostering strong relationships., Analyze performance metrics, generate reports, and implement action plans to improve productivity., Develop and manage staffing schedules for efficient coverage during peak periods.
OfficePartners360
Supervised customer service agents, ensuring policy compliance and goal achievement., Prepared monthly and annual performance reports to identify improvement opportunities., Handled escalations with effective problem-solving and quick decision-making.
Lean Solutions
Monitored key metrics to ensure operational efficiency., Maintained process compliance and streamlined team communication.
Teleperformance Colombia
Systems Engineering
Professional Technician in Metrological Processes
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Demonstrated experience with Performance Analysis.
Set team targets and provided ongoing feedback., Motivated staff, optimized procedures, and reduced attrition., Generated performance reports and managed escalations.
Teleperformance Colombia
Provided technical support via phone, resolving issues on first contact., Recorded account information and ensured follow-up until resolution.
OfficePartners360
Managed customer inquiries across multiple channels with effective response times., Delivered clear solutions to service issues, ensuring high satisfaction.
