Kevin - Welcome to CazVid!

Demonstrated experience with Team Management.

Demonstrated experience with Staff Training & Development.

Demonstrated experience with Dispute Resolution.

Demonstrated experience with Bilingual Communication.

Demonstrated experience with Mentoring.

I led teams of more than 20 agents ensuring compliance with key KPIs such as CSAT, AHT and Quality., Implemented individual development and motivation strategies that improved overall team performance., Planning and coordination of operations to achieve the established objectives and deadlines., Monitoring KPIs and operational results to verify the achievement of performance goals.

I served as a technical and process reference point for agents and leaders., Developed support material, update sessions, and real-time support to optimize service quality.

Designed and facilitated training programs in customer service, effective communication, and conflict resolution., I implemented coaching dynamics that increased knowledge retention.

I provided second-level assistance to agents, managing complex queries and continuous feedback.

I provided support to clients in English and Spanish, resolving incidents with high standards of satisfaction and empathy.

I taught English classes at different levels, focusing on grammar, pronunciation and practical communication., Prepared students for certifications and job interviews.