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Carlos
BPO Supervisor at BPO Kemper CS
Contacto
Competencias
Exceptional at addressing customer needs, resolving issues, and ensuring satisfaction.
Proven ability to motivate, coach, and develop teams to achieve operational goals.
Effective communicator in English and Spanish, facilitating clear information exchange.
Skilled in preparing reports and analyzing data to inform decision-making.
Experienced in monitoring and managing customer reviews across social platforms.
Educacion
Idiomas
Resumen
Carlos is a dedicated BPO Supervisor with over 10 years of experience in customer service, team leadership, and social media review management. Bilingual in English and Spanish, he excels in optimizing team performance and enhancing customer satisfaction.
Logros Clave
- Streamlined shift planning and reporting processes, improving team efficiency.
- Supervised remote teams, enhancing performance through feedback and monitoring.
- Managed social media reviews, increasing customer engagement and satisfaction.
- Led agent coaching initiatives, resulting in improved customer service metrics.
- Handled escalations effectively, maintaining high customer retention.
Experiencia
BPO Supervisor Confie
Prepares reports and updates for upper management., Provides feedback on employee work performance, Plans employee shifts and work schedules.
BPO Supervisor Confie
Added new printers to the system and handled inbound calls and emails., Placed orders for printer supplies and followed up on orders., Monitor agents remotely.
Escalation Specialist / Social Media
Review customers reviews on social media (Facebook, Yelp and Google+), Get more information from customers in regards to the reviews., Send monthly report about amount of reviews received.
Team Leader
Encourage team to reach operational goals, Coaching and development team members, Monitor queue, calls waiting, abandonment rate, occupancy, shrinkage, Develop agents to improve better customer service.
Customer Service Agent
Customer Service inquiries, Inbound calls
Collections Agent
Collections for medical Bills, Inbound/outbound calls