Experienced leader with a strong background in managing large customer support teams and implementing quality assurance initiatives in the software industry.
Managed customer relations and supervised team efforts to uphold service standards.
Led sizable teams, devised training programs, and fostered professional growth.
Engaged with clients to understand needs, ensuring satisfaction and loyalty.
Utilized analytical tools to evaluate performance and refine strategies.
IS Software
Led a team of over 50 individuals in a call center, focusing on supervision, team development, and quality assurance., Supervised daily operations, meeting performance objectives, and maintaining high standards of customer service., Conducted call monitoring and quality assessments, implementing continuous improvements in team performance., Developed professional development strategies and training programs to drive team growth and skills enhancement.
D FCC
Conducted meetings with clients to understand their needs and offer personalized solutions, collaborating closely with internal teams., Maintained a deep understanding of the market and competition, implementing customer loyalty programs and post-sale follow-ups to ensure customer satisfaction and promote loyalty., Used analytical tools to evaluate the performance of strategies and make adjustments to optimize results.
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