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Customer Service & Operations Supervisor with 8+ years in Hospitality & BPO
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Competencies
Oversaw customer service teams ensuring quality service delivery across multiple channels.
Managed and developed teams of agents and supervisors through training, coaching, and performance evaluations.
Supervised daily operations in hospitality and BPO environments, managing workflows and resource allocation.
Handled subcontracting service processes, including vendor verification and recruitment coordination.
Proficient in using Fidelio, Avaya, Siemens systems, and Microsoft Office tools within operational contexts.
Education
Languages
Summary
Experienced in managing customer service teams, supervising operations, and coordinating vendor recruitment, with a focus on delivering quality service and team development in hospitality and BPO sectors.
Key Achievements
- Supervised multiple customer service teams, ensuring operational efficiency across call centers and front desk functions.
- Led recruitment and onboarding for subcontracting services, verifying CVs and coordinating hiring processes with vendors.
- Developed and trained agents and supervisors, enhancing team skills through coaching and targeted feedback.
Experience
External Resource Manager
In charge of subcontracting services or contractors for specific areas in the company, verifying CVs and hiring process through different vendors.
Operations Supervisor
Management and supervision of the operation of 15 to 25 agents, plus being in charge of the operation and supervision of other 3 team leaders., Provided training and developing agents and other supervisors with coaching and feedback.
Customer Service Coordinator
Management and supervision of the operation of 12 to 20 agents, in charge of two areas, call center and front desk., Handled information from all departments and verified the quality and evolution of the agents through evaluation tools., Managed general information on services offered, first-time admissions and re-admissions to the school and free courses in English and Spanish.
Team leaders/Supervisor
Management and supervision of the operation of 23 agents, maintaining the volume of requisitions in specific times., Provided training and developing agents to be in different areas of customer service.
Customer Service Representative
Provided service to clients via telephone in English for problem resolution or questions regarding the product., Indirect sale of services.
Cashier / Receptionist
In charge of check in and check out of guests, handling cash and credit card collections., Managed the executive area and the Fidelio system.
Cashier / Coach and Employee Coach
Trained employees and tracked employee coaches, managed the counter area and cash management., Promoted seasonal products and improved sales.