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Ivan
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Competencias
Demonstrated experience with Team Leadership.
Demonstrated experience with Performance Management.
Demonstrated experience with Customer Satisfaction.
Demonstrated experience with Client Communication.
Demonstrated experience with Performance Analysis.
Educacion
Idiomas
Experiencia
Bilingual Senior Supervisor
Lead and manage a team of Team Leads, ensuring achievement of KPIs (quality, response time, customer satisfaction, attendance, attrition)., Conduct regular performance evaluations, set goals, and provide feedback for professional growth., Maintain constant communication with clients, addressing requests and fostering strong relationships., Analyze performance metrics, generate reports, and implement action plans to improve productivity., Develop and manage staffing schedules for efficient coverage during peak periods.
Bilingual Supervisor
Supervised customer service agents, ensuring policy compliance and goal achievement., Prepared monthly and annual performance reports to identify improvement opportunities., Handled escalations with effective problem-solving and quick decision-making.
Logistics Coordinator
Monitored key metrics to ensure operational efficiency., Maintained process compliance and streamlined team communication.
Bilingual Supervisor
Set team targets and provided ongoing feedback., Motivated staff, optimized procedures, and reduced attrition., Generated performance reports and managed escalations.
Customer Experience Agent – Tech Support
Provided technical support via phone, resolving issues on first contact., Recorded account information and ensured follow-up until resolution.
Customer Experience Agent – Multichannel (Phone, Chat & Email)
Managed customer inquiries across multiple channels with effective response times., Delivered clear solutions to service issues, ensuring high satisfaction.