Dedicated professional with extensive experience in managing customer service teams, optimizing workflows, and driving operational excellence. Skilled in coaching, process improvements, and cross-department collaboration.
Led teams, coached staff, managed KPIs, and created an engaging team environment across various roles.
Optimized workflows and KPIs, streamlined operational processes, and improved efficiency.
Provided customer service and technical support, managed escalations, and maintained high CSAT scores.
Managed incident reporting, repair activities, and monitored operational effectiveness within organizations.
Horatio
Lead, coach, and develop a team of back-office agents to achieve performance targets in productivity, quality, and customer satisfaction (CSAT)., Monitor daily operations, ensuring adherence to SLAs, punctuality, and internal performance standards., Conduct 1:1 coaching sessions, provide actionable...
Scotia GBS Dominican Republic
Scotia GBS Dominican Republic
Thryv
OPRET
Manage the report, repair and monitoring of corrective maintenance activities on damaged elements that prevent the provision of service and impact the effectiveness of operational tasks in the physical facilities of the institution., Preparation of follow-up reports of incident reports vs. response...
Grado
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Created reports on team performance, operational metrics, and compliance for management review.
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Customer service and Technical support for mobility products in a telecommunications company., Responsible for a 25 member team., Coaching, direct supervision and KPI management., Creating an inspiring team environment with an open communication culture., Setting clear team goals., Delegating tasks...
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