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Ariel
Supervisor / Team Lead
Currículo em vídeo
Contato
Competências
Directed high-performing support teams and mentored agents to improve performance.
Developed strategies to improve customer satisfaction and resolve support issues efficiently.
Utilized Zendesk, Salesforce, Helpshift, and Dixa for workflow management, reporting, and KPI tracking.
Provided technical support and documented workflows to enhance knowledge bases.
Used Teams, Slack, and internal communication channels for team coordination and escalation.
Formação acadêmica
Idiomas
Resumo
Support leader with over 12 years of experience in tech and telecom industries, specializing in team leadership, CRM management, and process improvement. Proven ability to enhance customer satisfaction and team performance.
Principais conquistas
- Led a team at 5CA to enhance workflows and improve CSAT by 45%.
- Reduced onboarding ramp-up time by 30% through training programs.
- Maintained a 92% customer satisfaction rating as a Gaming Support Agent.
Experiência
Supervisor / Team Lead
Led a high-performing team using CRM platforms including Zendesk, Salesforce, Helpshift, and Dixa to streamline workflows, resolve tickets and chats efficiently, and improve CSAT by 45%., Leveraged Salesforce dashboards to track performance metrics, generate reports, and align team goals with...
Gaming Support Agent
Delivered technical support via Zendesk and Helpshift, maintaining a 92% customer satisfaction rating., Documented support workflows and common issues, enhancing the internal knowledge base., Used Slack to collaborate with global team members and escalate high-priority issues efficiently.
Claims Adjuster
Managed auto insurance claims using proprietary CRM systems, ensuring timely and accurate evaluations., Resolved 95% of assigned claims within targeted timeframes.
Web Search Evaluator
Evaluated search relevance and ad performance, contributing to data quality and algorithm improvement.
Web Ads Evaluator
Conducted ad quality assessments following specific guidelines and compliance standards.
Bilingual/Medical Interpreter
Provided accurate interpretation during medical procedures and consultations, enhancing patient-caregiver communication.
Customer Account Executive / Tech Support
Delivered high-quality support in a high-volume environment., Trained junior reps and used CRM tools for customer engagement and upsell opportunities.