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Joan
Team Leader
Contato
Competências
Provided support for banking, financial, and customer care programs with a focus on quality and compliance.
Directed teams through performance management, coaching, and development to meet operational goals.
Streamlined workflows and updated training materials to ensure operational consistency and efficiency.
Handled fraud cases and managed customer documentation to support financing processes and compliance.
Monitored and analyzed key performance indicators to drive team performance and operational success.
Formação acadêmica
Idiomas
Resumo
Dedicated professional with over 8 years in customer service, team leadership, and process optimization within BPO and financial sectors. Skilled in KPI analysis, training, and compliance to deliver high-quality support and operational excellence.
Principais conquistas
- Led a team at Bill Gosling Outsourcing, focusing on performance, quality, and client satisfaction.
- Developed and delivered training sessions to new and existing team members to enhance operational effectiveness.
- Implemented KPI monitoring and analysis to identify performance gaps and support continuous improvement initiatives.
Experiência
Team Leader
Led and coached team members through weekly performance, quality, and development sessions focused on continuous improvement., Monitored and analyzed KPIs including productivity, quality, adherence, and customer satisfaction to drive performance results., Maintained direct client contact to review...
Floor Support
Provided real-time operational support to agents by answering inquiries and resolving complex cases., Handled escalated customer cases, ensuring timely resolution and adherence to policies and procedures., Planned and facilitated training sessions for new hires and refresher trainings for existing...
Customer Service Representative
Delivered customer support for the Sunlight Financial program, assisting clients during financing processes., Reviewed, validated, and processed customer documentation to support successful financing approvals., Handled inbound and outbound welcome calls to ensure customers fully understood...
Customer Service Representative
Provided support for banking and financial operations through inbound customer interactions., Managed credit card fraud cases, claims, and investigations following established financial procedures., Ensured accurate case documentation, detailed follow-ups, and compliance with regulatory...