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Alejandra
Team Leader with 10+ years of bilingual customer service and content moderation
Contacto
Competencias
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.
Resolved technical issues for customers in a multi-channel environment.
Educacion
Idiomas
Resumen
Experienced supervisor with a strong background in bilingual customer service, content moderation, and team leadership.
Logros Clave
- Led bilingual agent teams at Teleperformance, focusing on performance management and continuous improvement.
- Handled sensitive content moderation and KPIs analysis to ensure policy compliance and service quality.
- Provided technical support and customer service in English and Spanish across multiple channels at Sutherland.
Experiencia
Supervisor
Leadership of bilingual agent teams., Management of performance metrics and continuous improvement, Sensitive content moderation, KPI’s Analysis
Bilingual Agent
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
Semi-Bilingual Agent
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