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Team Leader with 10+ years in Customer Service & Quality Assurance
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Competencies
Applied leadership skills in managing and mentoring teams across multiple roles to improve performance and workflow.
Effectively communicated with clients and team members, conducted meetings, and shared best practices as SME.
Designed and delivered training for new product implementation and onboarding, improving team knowledge.
Conducted call listening, calibrations, and upheld strict quality standards for campaigns.
Managed multiple responsibilities including reporting, client meetings, and calibration calls effectively.
Education
Languages
Summary
Experienced team leader and specialist with a strong background in customer support, training, and quality assurance within contact center environments.
Key Achievements
- Led team of up to 35 people as a Quality Analyst at ATENTO, managing call listening and calibration sessions
- Oversaw training of new product lines and created training materials, enhancing team onboarding processes
- Progressed from CSR to Team Leader within EVERISE, increasing responsibilities in client meetings, reporting, and task management
Experience
Team leader
Client meetings, Reporting, Task managing, Multitasking, Calibration calls, Performance evaluations
CSR
Upskilled given performance and abilities, Shared best practices as SME
Training and Quality Specialist
Training experience for new product implementation, Supported implementing a chat and a voice line of assistance, Shared knowledge with the team
Quality Analyst
In charge of groups up to 35 people, Followed strict quality standards assigned by the campaign, Conducted call listening sessions and calibrations
Trainer
Oversaw introducing groups of up to 30 people to company processes, Conducted meetings and reporting with the client, Created/updated/translating training material
CSR
Demonstrated great care for customers, Achieved KPIs and followed company standards