Dorian - Customer Service & Sales Team Leader with over 8 years in Call Center Management

Proven ability to lead and motivate large teams to achieve high performance and meet organizational goals.

Skilled in delivering exceptional customer service and driving sales growth through strategic initiatives.

Experienced in designing and conducting effective training programs to improve team capabilities.

Capable of optimizing staffing levels and call center metrics to enhance operational efficiency.

Proficient in coaching team members and resolving conflicts to maintain a positive work environment.

Led a team of 40+ agents handling inbound/outbound calls, ensuring high-quality customer service and meeting sales targets., Manage direct sales initiatives, improving conversion rates by 95% through effective coaching and performance monitoring., Resolve escalated customer issues, maintaining a customer satisfaction (CSAT) score of 98%., Oversaw agents payroll, ensuring accurate attendance tracking and timely processing., Prepare and submitted daily/weekly reports to clients and senior management, detailing team performance, KPI’s and SLA compliance.

Conducted weekly training sessions for new hires and existing agents on product knowledge, sales techniques, and call handling., Provide one-on-one coaching to underperforming agents, improve techniques to reach out the KPI’s both individual and Team goals., Monitored real-time calls metrics (call volume, wait times, abandonment rates) and adjusted staffing to meet demand.

Monitored real-time calls metrics (call volume, wait times, abandonment rates) and adjusted staffing to meet demand.

Led a team of 15+ agents handling inbound/outbound calls, ensuring high-quality customer service and meeting sales targets., Manage direct sales initiatives, improving conversion rates by 95% through effective coaching and performance monitoring., Resolve escalated customer issues, maintaining a customer satisfaction (CSAT) score of 98%., Oversaw agent’s payroll, ensuring accurate attendance tracking and timely processing., Prepare and submitted daily/weekly reports to clients and senior management, detailing team performance, KPI’s and SLA compliance.

Supervised a team of team leaders and instructors, including tourism guides and English teachers, ensuring high-quality program delivery., Conducted performance evaluations, training sessions, and mentorship to enhance team productivity and teaching standards., Designed and implemented innovative educational strategies, expanding the program’s reach from junior high school to university and corporate collaborators.