Tulio - Customer Support Team Leader with 8+ years of team development

Directed and mentored teams to meet performance and development goals in customer support.

Handled escalated issues and managed crisis situations efficiently, ensuring minimal service disruption.

Ensured clear, timely communication within teams and with clients regarding operational issues.

Supervised processes and workflows to optimize team productivity and service quality.

Led and mentored a team of customer support specialists, Oversaw the resolution of complex, escalated issues, Ensured the team met key performance metrics, Collaborated cross-functionally with other departments, Provided coaching to foster team development, Managed crisis situations and drove operational efficiency

Provided direction and guidance to guarantee the achievement of key performance metrics, Achieved measures, reports and communicated metric goal attainment, Ensured accurate and timely communication of client and campaign issues, Coached, mentored and developed team for skills expansion

Provided support and guidance to teammates, Helped new hire teammates with knowledge debrief sessions, Conducted coaching sessions in real time

Provided coaching and training to new and existing agents, Conducted one-on-one mentoring sessions, Offered performance feedback, Facilitated role-playing exercises