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Competencies
Demonstrated experience with Leadership.
Demonstrated experience with Coaching.
Demonstrated experience with Performance Planning.
Demonstrated experience with MS Office (Advanced Excel).
Demonstrated experience with G Suite.
Education
Languages
Experience
Customer Service Representative, QA Analyst, Supervisor, Shift Manager
Met client deadlines and set performance goals., Handled HR and Payroll tasks, supported agent needs., Led problem-solving initiatives and ensured service quality.
Supervisor
Supervised customer service and back office teams., Organized workflows, resolved conflicts, and coached agents one-on-one.
Manager
Managed client portfolios and negotiated payment arrangements., Ensured consistent follow-ups and recovery target achievement.
Team Manager, Senior Team Manager, Operations Manager
Led teams of up to 200 agents in customer support and 50 agents in collections., Implemented performance metrics that increased efficiency by 20%., Prepared executive reports and liaised with international clients., Coordinated with recruitment, finance, training, and payroll departments.