Joan - Customer Support & Operations Specialist with 8+ years in BPO

San José, San José, Costa Ricaen

Led a team at Bill Gosling Outsourcing, focusing on performance, quality, and client satisfaction.

Developed and delivered training sessions to new and existing team members to enhance operational effectiveness.

Published on CazVid

Summary

Dedicated professional with over 8 years in customer service, team leadership, and process optimization within BPO and financial sectors. Skilled in KPI analysis, training, and compliance to deliver high-quality support and operational excellence.

Key Achievements

Implemented KPI monitoring and analysis to identify performance gaps and support continuous improvement initiatives.

Skills

Customer ServiceAdvanced

Provided support for banking, financial, and customer care programs with a focus on quality and compliance.

Team LeadershipAdvanced

Directed teams through performance management, coaching, and development to meet operational goals.

Process ImprovementIntermediate

Streamlined workflows and updated training materials to ensure operational consistency and efficiency.

Financial OperationsIntermediate

Handled fraud cases and managed customer documentation to support financing processes and compliance.

KPI Management

Experience

Team Leader

Bill Gosling Outsourcing

Apr 2024 - Dec 2025

Led and coached team members through weekly performance, quality, and development sessions focused on continuous improvement., Monitored and analyzed KPIs including productivity, quality, adherence, and customer satisfaction to drive performance results., Maintained direct client contact to review...

Floor Support

Bill Gosling Outsourcing

Dec 2023 - Apr 2024

Provided real-time operational support to agents by answering inquiries and resolving complex cases., Handled escalated customer cases, ensuring timely resolution and adherence to policies and procedures., Planned and facilitated training sessions for new hires and refresher trainings for existing...

Customer Service Representative

Bill Gosling Outsourcing

Aug 2022 - Dec 2023

Delivered customer support for the Sunlight Financial program, assisting clients during financing processes., Reviewed, validated, and processed customer documentation to support successful financing approvals., Handled inbound and outbound welcome calls to ensure customers fully understood...