Experienced team leader skilled in coaching, customer experience management, and process optimization within telecom and financial sectors. Proven ability to motivate teams and ensure KPI achievement. Adept at handling escalations and recruiting talent.
Delivered exceptional customer service, managing escalations and ensuring high customer satisfaction in call center environments.
Supervised and coached teams of up to 18 agents, providing ongoing support, training, and setting performance goals.
Developed coaching plans and conducted regular training sessions to improve skillsets and KPI metrics.
Provided technical support for telecom services and managed specialized billing processes including insurance coverage inquiries.
cxperts
In charge of leading a team of 15+ customer service representatives ensuring they constantly provide the best possible customer service experience., Providing continuous coaching, training and support to meet and exceed the company’s expectations as well as KPI’s focusing in one call resolution as...
Santander
In charge of a 15 agent team., Providing continuous support, coaching and setting up individual as well as team monthly goals., Ensuring we met and exceeded company’s expectations., Always focusing on providing the best possible customer experience during each interaction., Handled escalated calls...
Foundever
Customer Service Supervisor for a major US wireless service provider., Handling multiple types of call drivers including customer service, tech support, billing, collections, up sales, cross sales and retention., Managing a team of 18 phone agents., Providing continuous support, coaching based on...
AT&T
Business Administration
GED
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