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Raul
Senior Team Manager
Currículo em vídeo
Contato
Competências
Provided technical and customer support through multiple channels, ensuring high-quality service delivery.
Led and mentored teams across various roles, focusing on performance management and staff development.
Managed performance metrics such as CSAT, AHT, and FCR to meet operational standards.
Drove continuous improvement and strategic initiatives to enhance operational workflows.
Resolved hardware/software issues in support environments, ensuring seamless IT support.
Formação acadêmica
Idiomas
Resumo
Motivated professional with extensive experience managing BPO customer service teams and providing technical support in fast-paced environments.
Principais conquistas
- Led multiple BPO teams to deliver high customer satisfaction and operational performance
- Implemented strategic initiatives including process optimization and digital transformation
- Mentored leaders and fostered inclusive, high-performing team cultures
Experiência
Senior Team Manager
Leading multiple BPO teams to deliver exceptional customer service, Performance management (CSAT, AHT, FCR), SLA compliance and regulatory standards, Mentoring leaders and driving engagement, Fostering continuous improvement, Client relations and performance reporting, Strategic initiatives...
Team Manager
Leading BPO customer service teams to deliver exceptional client experiences, Operational oversight and performance monitoring (AHT, CSAT, FCR), Coaching and training team members, Fostering inclusive team cultures, Driving efficiency and building high-performing teams
Helpdesk Technician Tier 1
Delivering prompt technical support through phone, email, and ticketing systems, Troubleshooting hardware/software issues, Resolving routine requests and documenting incidents, Maintaining a seamless IT support environment
Customer Service Representative
Delivering high-quality support across phone, email, and chat, Resolving inquiries and complaints with empathy and precision, Meeting performance metrics (CSAT, AHT, FCR), Building customer trust