Experienced in providing customer support, quality assurance, process improvements, and team leadership within telecom and client services. Skilled in CRM implementation, training, and operational support across multinational teams.
Provided technical and customer support across multiple roles, ensuring high satisfaction and issue resolution.
Conducted audits, created reports, and helped develop SOPs to ensure quality standards and compliance.
Supervised teams of up to 90 agents, managed schedules, and led initiatives to improve performance.
Implemented Salesforce CRM and managed client and operational data for process streamlining.
Roca Alliance
Conducted weekly audits to identify process gaps and recommended actionable solutions, improving team performance., Collaborated with clients to assess their needs and implemented Salesforce CRM to streamline their business operations., Assisted with onboarding and training new team members,...
Telus International
Directed a team of 15 agents across customer service, technical support, and product support operations., Oversaw account maintenance, onboarding new customers, and ensuring timely follow-ups on client inquiries., Maintained organized schedules and documentation, streamlining team workflows and...
VXI Guatemala
Supervised and mentored five teams, totaling 90 agents, focusing on customer service and sales of AT&T residential and business accounts., Coordinated team schedules, ensuring optimal coverage and efficient operations., Researched and implemented best practices for sales strategies,...
Alorica
Bachelor in Administration
Degree in Computing
Discover other professionals with similar experience
Coordinated schedules and facilitated workflows across different teams and client projects.
Audited agent interactions weekly to ensure quality standards and regulatory compliance were met., Created detailed performance reports and presented findings to management, offering tailored improvement strategies., Assisted in developing Standard Operating Procedures (SOPs) to streamline auditing...
24/7 Customer Service
Delivered technical support for Citibank's online banking services, resolving client issues effectively., Maintained a high level of customer satisfaction by managing inquiries with professionalism and efficiency.
