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Pedro
Operations Supervisor
Contato
Competências
Led diverse teams, managed recruitment, onboarding, and staff development initiatives.
Implemented operational improvements, designed escalation flows, and optimized workflows.
Collaborated with client stakeholders, presented solutions, and coordinated across departments.
Created dashboards and reports to monitor KPIs such as CSAT, QA, AHT, and FCR.
Handled escalations, improved customer satisfaction, and supported complex issue resolution.
Formação acadêmica
Idiomas
Resumo
Operations Supervisor specializing in customer service, process optimization, and team leadership with over a decade of industry experience.
Principais conquistas
- Led the setup of a local Escalations team, reducing support queue times and improving customer experience.
- Managed and trained a team of 17 agents across multiple domains, consistently exceeding KPIs.
- Developed dashboards and reporting tools to monitor performance and operations efficiency.
Experiência
Operations Supervisor
Identified the need for a local Escalations team to reduce wait times and improve customer experience, as the existing support was managed from the Philippines with long queues., Proposed and led the full setup of the department, including scope definition, team structure, staffing plan, and...