Experienced team supervisor with strong background in customer support, technical troubleshooting, and sales within the telecom industry. Skilled in coaching, KPI management, and fostering team performance.
Led teams of up to 18 agents, overseeing KPI achievement and performance management.
Handled inbound customer inquiries, technical support, and upselling for telecom services.
Provided support related to intranet networks, computers, and remote access during technical calls.
Conducted weekly coaching sessions and developed action plans for team improvement.
Radius Panama
Lead a team of 16 agents to accomplish their weekly KPI’s, Provide weekly coaching, Generate action plans and follow up on performance and attendance
Iqor Panama
Assist inbound callers (SPRINT) with their issues regarding their services with their cell phone devices, coverage plans and rates, Upselling, cancellations, suspensions
EGS Panama
Lead a team of 16 agents to accomplish their weekly KPI’s, Provide weekly coaching, Generate action plans and follow up on performance and attendance
HP Panamá
Provide Technical support to inbound callers about their intranet network and computers
I Computer System
High school Diploma
6th Grade Diploma
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Engaged in upselling, cancellations, and sales strategies to meet organizational targets.
SITEL Panama
Lead a team of 18 agents to accomplish their KPI’s, Provide weekly coaching, Generate action plans to improve sales close percentage rate and follow up on performance and attendance
