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Customer Service & Operations Team Leader with 5+ years in BPO industry
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Competencies
Handled customer interactions, resolving issues efficiently while maintaining high satisfaction levels.
Ensured adherence to organizational policies, SOPs, and SLAs during daily operations and escalations.
Utilized systems like Salesforce, Zendesk, and Amazon Connect for documentation, tracking, and reporting activities.
Coordinated communication among teams to maintain service continuity and operational efficiency.
Maintained accurate logs, reports, and updates supporting audits and operational decision-making.
Education
Languages
Summary
A dedicated professional with over 5 years in customer service and operations, skilled in real-time issue management, cross-team coordination, and process improvement within the BPO industry. Fluent in English and Spanish, with extensive experience in SaaS platforms like Salesforce and Zendesk,...
Key Achievements
- Managed real-time operational issues, maintaining SLA adherence and ensuring customer satisfaction.
- Led cross-department communication to streamline processes, improving operational efficiency in a fast-paced setting.
- Supported bilingual customer service, resolving complex issues and maintaining high standards for quality and compliance.
Experience
Team Leader, Operations
Served as the central point of contact for real-time operational issues, prioritizing requests, managing escalations, and reporting urgent situations to leadership., Monitored live queues, performance dashboards, and schedules to ensure SLA adherence and timely resolution of customer-impacting...
Advisor II | Back Office Dispatcher (EN–ES)
Acted as a first point of contact for customers experiencing service issues, delivering clear and professional support in English and Spanish., Utilized ticketing systems and multiple SaaS platforms to document, track, and resolve requests with high attention to detail., Dispatched and escalated...