This is my profileContact via CazVidPatricia
Operations Coordinator with 10+ years in customer service and process improvement
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Competencies
Directed daily operations, monitored KPIs, and optimized staffing and processes to meet organizational goals.
Supervised teams of agents and managers, providing coaching, training, and performance feedback.
Analyzed sales and operational data, generated reports, and identified areas for improvement.
Maintained ongoing communication with clients, addressing escalations, and ensuring expectations.
Led initiatives to enhance productivity, quality, SLA compliance, and team engagement.
Education
Summary
Dedicated professional with over a decade of expertise in overseeing operations, leading teams, and implementing process enhancements across customer service environments. Skilled in KPI management, client communication, and staff development.
Key Achievements
- Led and supervised teams of managers and supervisors, ensuring KPI alignment and performance optimization.
- Streamlined operational workflows including backoffice, ticket management, and staffing, driving efficiency.
- Designed and led engagement initiatives, enhancing productivity, quality, and team motivation across departments.
Experience
Customer Service - Sales Supervisor
Managed a team of sales representatives in a high-volume call center., Set sales targets and monitored key metrics like AHT, sales, attrition, and NPS., Provided ongoing training to improve sales skills and product knowledge., Resolved customer and team issues to maintain a positive environment.,...
Operations Coordinator
Led and supervised a team of supervisors, providing coaching, guidance, and performance feedback while ensuring alignment with KPIs., Monitored daily operations, including backoffice, ticket management, and real-time chat, optimizing staffing, forecasting, and costs., Evaluated agent and supervisor...