Experienced bilingual support professional with proven leadership in technical support, quality assurance, and operational management. Skilled in coaching, KPI analysis, and process improvement to enhance team performance and customer satisfaction.
Provided bilingual technical and account support in high-pressure environments, supporting traders, customers, and team performance.
Led and coached teams of up to 18 bilingual agents, improving KPIs, quality scores, and operational workflows.
Reviewed KPIs, monitored call quality, and provided actionable feedback to enhance team performance and customer satisfaction.
Suggested and implemented workflow enhancements, tooling improvements, and process adjustments to streamline support functions.
Virtual Assistant Solutions (VAS) – APEX Trading Funding Partnership
Provided bilingual technical and account support for funded traders in a high-pressure proprietary trading environment involving real capital., Followed efficiency and quality KPIs, receiving positive feedback for rapid knowledge acquisition and consistent performance., Became a reference point...
TTEC CX Colombia – Verizon Partnership
Served as Support Coach (SME) within a rescue team, providing real-time coaching and guidance to agents during live customer interactions., Conducted direct coaching sessions with agents, becoming a preferred coach for a group of representatives seeking performance improvement., Took...
Contact Point 360 – Just Energy Partnership
Promoted to Team Lead on first internal application after meeting eligibility requirements, selected on first attempt based on performance., Served as Team Lead for a collections and billing campaign in the energy sector, overseeing a team of 18 bilingual agents., Held full responsibility for team...
Bachelor’s Degree
Comprehensive Education Technician
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