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Team Lead with 10+ years in Customer Service and Operations
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Competencias
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.
Created reports on team performance, operational metrics, and compliance for management review.
Educacion
Idiomas
Resumen
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.
Logros Clave
- Led and developed a team of back-office agents to meet performance targets in productivity, quality, and CSAT.
- Managed daily operations, ensuring adherence to SLAs, punctuality, and internal performance standards.
- Collaborated with internal departments and clients to streamline workflows and resolve escalations.
Experiencia
Client Services Team Lead
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...
Information Technology Analyst
Collections Agent
Technical Support Specialist
Incident Management Analyst
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...
Operations Specialist
Field and Service Operations Specialist
Senior Train Conductor
Team Manager
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...