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Team Manager
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Competencies
Delivered exceptional customer service, managing escalations and ensuring high customer satisfaction in call center environments.
Supervised and coached teams of up to 18 agents, providing ongoing support, training, and setting performance goals.
Developed coaching plans and conducted regular training sessions to improve skillsets and KPI metrics.
Provided technical support for telecom services and managed specialized billing processes including insurance coverage inquiries.
Participated in hiring processes, selecting suitable candidates to build effective customer service teams.
Education
Languages
Summary
Experienced team leader skilled in coaching, customer experience management, and process optimization within telecom and financial sectors. Proven ability to motivate teams and ensure KPI achievement. Adept at handling escalations and recruiting talent.
Key Achievements
- Led a team of 15+ customer service representatives, ensuring KPI achievement and high customer satisfaction across multiple roles.
- Promoted from customer service to specialized billing within 3 months at Alorica due to exceeding KPI benchmarks.
- Managed and coached teams ranging from 15 to 18 agents in telecom and financial sectors, focusing on skill development and goal achievement.
Experience
Team Manager
In charge of leading a team of 15+ customer service representatives ensuring they constantly provide the best possible customer service experience., Providing continuous coaching, training and support to meet and exceed the company’s expectations as well as KPI’s focusing in one call resolution as...
Supervisor
In charge of a 15 agent team., Providing continuous support, coaching and setting up individual as well as team monthly goals., Ensuring we met and exceeded company’s expectations., Always focusing on providing the best possible customer experience during each interaction., Handled escalated calls...
Supervisor
Customer Service Supervisor for a major US wireless service provider., Handling multiple types of call drivers including customer service, tech support, billing, collections, up sales, cross sales and retention., Managing a team of 18 phone agents., Providing continuous support, coaching based on...
Collection Specialist Supervisor
In charge of an 18 agent collections team., Provided continuous support, team group coaching, individual coaching in order to develop agent’s skills to handle collection calls.
Provider’s Services Supervisor
In charge of managing an 18 agent team that handled insurance coverage inquiries., Provided continuous support, coaching & training to my team to ensure KPI’s were met and or exceeded.
Specialized Billing Supervisor
Started as a customer service rep got promoted to specialized billing expert within 3mo due to exceeding company’s KPI’s., Managing a team of 15 agents responsible for providing individual as well as team coaching.
Technical Support
Brindavamos soporte tecnico la empresa telefonica tmobile.