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Mariano
Contact Center Supervisor at Eminent Contact Solutions
Contato
Competências
Extensive experience overseeing teams, ensuring effective performance and development.
Proven ability to motivate and guide teams towards achieving organizational goals.
Competent in designing operational strategies to improve efficiency and service quality.
Skilled in implementing quality measures to enhance customer satisfaction.
Experienced in designing and executing training programs to elevate team performance.
Formação acadêmica
Idiomas
Resumo
Dynamic professional with over 15 years of experience in supervising teams, optimizing operations, and delivering excellent customer service across contact centers, logistics, and hospitality industries. Adept at training, strategic planning, and performance management.
Principais conquistas
- Led real-time monitoring and coaching to improve team performance and service quality.
- Developed and delivered training programs, enhancing staff skills and customer satisfaction.
- Managed scheduling and operations, ensuring smooth daily workflow and high performance standards.
Experiência
Supervisor
Supervise daily operations of inbound and outbound teams., Conduct real-time monitoring, coaching, and performance evaluations., Deliver training programs to enhance service standards., Manage schedules, staffing, and operational reporting., Resolve escalations while fostering a positive and motivated team environment.
Broker
Generated leads, built a sales pipeline, and acquired new shipping clients., Provided quotes, booked orders, and coordinated with carriers., Oversaw load tracking and maintain communication with shippers, carriers, and dispatch teams.
Dispatch Supervisor
Directed a team of 10 dispatchers overseeing assignments and project tracking., Coordinated dispatch and routing for a fleet of 300 vehicles., Investigated and resolved customer and shipper complaints.
Assistant GM
Managed daily hotel operations, including scheduling and staff training., Oversaw budgeting, financial reporting, and cash handling., Implemented quality assurance measures to improve guest satisfaction., Increased revenue through sales initiatives and contract negotiations.