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Santiago
Team Leader
Contato
Competências
Experiencia demostrada en Team leadership and continuous improvement.
Experiencia demostrada en Client and stakeholder management.
Experiencia demostrada en Efficiency.
Experiencia demostrada en Compliance and process discipline.
Experiencia demostrada en Problem-solving and adaptability.
Formação acadêmica
Idiomas
Resumo
Team Leader buscando nuevas oportunidades
Experiência
Team Leader
Maintained continuous client communication on KPI performance, SLA compliance, and staffing coverage, delivering weekly KPI reports to align on priorities and expectations.. Provided transparent client updates throughout each recovery.. Recruited and hired new talent to support team expansion, aligning staffing coverage with client demand and SLA requirements.. Placed and onboarded new hires on the account, coaching them to reach performance targets and sustaining team KPI attainment through growth.
Backup Supervisor, CCT1 and CCT2 Social Media
Served as Backup Supervisor for 1.5 years, partnering directly with the account supervisor to drive continuous team improvement.. Divided responsibilities to increase efficiency across KPI monitoring, schedule adherence, escalation support, and service quality.. Implemented improvement plans for team members below target, combining coaching, performance follow-up, and clear action steps to raise results.. Tracked the progress of each improvement plan with the account supervisor, adjusting actions as needed to sustain the team's 100% pass rate.. Started in chat and email support, then advanced to a social media support role handling legal, safety, and user experience reports for the platform.
Customer Representative
Provided multichannel support (chat, email, and phone) to drivers, riders, and restaurant partners across Uber Eats, Uber Driver, and Uber Rider.. Resolved inquiries related to menus, trips, payments, statements, and account history.