Alejandra - Team Leader with 10+ years of bilingual customer service and content moderation

Managed and led bilingual teams, overseeing performance metrics and improvement initiatives.

Provided effective bilingual communication skills in English and Spanish for customer interactions and team management.

Applied decision making, critical thinking, and problem solving to resolve customer issues and handle complex situations.

Moderated sensitive content and ensured policy compliance across platforms.

Leadership of bilingual agent teams., Management of performance metrics and continuous improvement, Sensitive content moderation, KPI’s Analysis

Customer service in English and Spanish across multiple channels., Moderation of sensitive content ensuring policy compliance., Sales and promotion of products/services to customers., Technical support to customers resolving technical issues

Effective resolution of PQRS (Petitions, Complaints, Claims, and Requests)., Meeting customer service and productivity metrics, Resolution of complex problems and handling of critical situations / Customer retention and loyalty