Experienced in leading support teams, managing digital communities, and delivering technical assistance across multiple industries.
Supervised and motivated teams of up to 18 agents to meet performance goals.
Provided troubleshooting and customer guidance for hardware, software, and applications.
Created content, managed online communities, and analyzed metrics to optimize engagement.
Led training sessions for new hires and ongoing staff development on policies and procedures.
Concentrix
Leadership of teams with 18 agents., Monitor and evaluate team performance through KPIs, focusing on improving quality and efficiency., Train new employees on account policies and procedures., Build team cohesion and motivate advisors to foster trust and strong connections., Participate in the company's selection and recruitment processes., Supervise the achievement of daily, weekly, and monthly goals., Analyze results and report team performance and improvement areas to management., Develop and implement strategies to enhance the quality of customer interactions.
Concentrix
Served as an SME in a technical support team, providing guidance and assistance to agents in resolving complex and technical cases., Coordinated and led training sessions to update agents on new products and procedures., Implemented continuous feedback processes to enhance service quality and improve operational efficiency.
Concentrix
Provided technical support to clients via online chat, resolving issues related to technological products and services, primarily for U.S. and international customers., Diagnosed and resolved technical incidents in hardware, software, and applications, ensuring customer satisfaction through clear and effective solutions., Assisted users with the configuration, installation, and maintenance of equipment and software, guiding them step by step through detailed solutions.
Bachelor's Degree
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