Skilled professional with over 7 years in call center environments, specializing in customer support, team coaching, and quality assurance. Proven track record of enhancing team performance, optimizing customer interactions, and fostering a positive service culture.
Provided high-quality support, handling inquiries, rescheduling payments, and resolving concerns efficiently.
Coached, mentored, and led teams to meet KPIs, improve engagement, and uphold company standards.
Ensured QA standards across teams, conducted calibrations, and implemented best practices.
Handled data cleaning, CRM management, and utilized tools like Five9 to streamline customer interactions.
HCE Honduras
Contact business owners to create, validate and update their business information in order to have a clean data base for future sales calls, Handle cold calls, Handle escalated customer, Deliver great customer service, Multitask between CRM, Five9
Zero Variance Quality Analytics
Handled high-volume inbound calls to assist customers with payment history inquiries, Rescheduled payments, Resolved lease contract concerns, Delivered efficient, empathetic, and accurate service in line with company policies and compliance standards, Utilized tools such as Five9 and CRM platforms...
Zero Variance Quality Analytics
Mentored junior agents, Provided soft coaching, 1-on-1 sessions, and call listening to identify areas for improvement, Promoted company culture, Supported team goals, Enhanced performance through active training and motivation, Led investigations into NPS, CSAT, QA, and KPIs
Zero Variance Quality Analytics
High School Diploma
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Demonstrated active listening, adaptability, and empathetic communication in high-volume environments.
Collaborated with team leads to identify opportunities and apply best practices across Retail, Collections, and Customer Service, Coached agents with a customer-focused approach, Attended client calibration meetings to align QA processes, Built strong agent relationships to address concerns,...
Zero Variance Quality Analytics
Provided coaching and training to meet KPIs and sustain high performance, Held meetings to improve results, Ensured QA standards, Promoted company culture, Improved customer satisfaction and team engagement through effective leadership
Intouchcx
Delivered exceptional customer service and high QA performance, Handled payment history and cash flow details, Provided payment options for consumers that have financial issues
Intouchcx
Drive performance on a Fintech campaign, Deliver coaching, Share best practices, Sustain and improve major KPI, Collaborate with teammates to resolve complex issues, Ensure compliance with company and industry standards
