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Hamlet
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Competencias
Demonstrated experience with Microsoft Excel.
Demonstrated experience with Power BI.
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Resumen
Professional profile
Experiencia
Team Supervisor
Lead and develop a team of 15-20 customer service agents, tracking performance across CSAT, quality, and adherence metrics.. Coach underperforming agents through structured development plans.. Designed and maintained a daily Excel report to track customer satisfaction (CSAT), which helped identify which channel showed the biggest performance gap; trained my manager to run the report independently.. Built a performance scorecard (Google Sheets) used by approximately 120 people across the floor, giving agents and supervisors direct visibility into their own numbers.
Customer Service Agent
Delivered customer service through email, chat, and phone using Salesforce & Zendesk, supporting five hundred customer interactions monthly with a Customer Resolve of 60%.. Promoted to Subject Matter Expert (SME) after demonstrating strong product knowledge, resolving escalations, and supporting new hires during their first week of live contacts.. Mentored new hire waves of twenty agents through production, providing direct support and escalation coverage.