This is my profileContact via CazVidMichael
Customer Service & Team Leadership with proven coaching expertise
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Competencies
Applied argumentation and communication skills to coach teams and resolve customer issues.
Managed daily coaching, follow-ups, and reporting tasks efficiently within operational routines.
Provided customer support on billing and signal issues, ensuring effective problem solving.
Motivated team members through coaching sessions and engagement activities to improve performance.
Education
Languages
Summary
Experienced in coaching, quality assurance, and performance management within call center environments, with a focus on customer satisfaction and team development.
Key Achievements
- Led daily coaching sessions and created action plans to improve team metrics at Teleperformance Colombia.
- Supported customer issue resolution and cross-selling developments at Ttec Colombia.
- Drove performance improvements and monitored financial KPIs such as attrition and absenteeism.
Experience
Operational team leader - supervisor - Coach
Developing people and their skills through coaching sessions and motivational meetings, Promoting excellent customer service by following the required quality standards, Daily developing activities such as: 5 coaching sessions and 3 follow-up sessions per day, Creation of action plans to guarantee the improvement of the metrics requirements in the appropriate time, Daily assistance in supervisors’ meeting, Data analysis and share said data to the team, Complete daily absenteeism report from my team and their productivity.
Customer service advisor
Providing support for the customers regarding their bills or signal issues they might have with their carrier services, Including a cross-selling attempt depending on the customer ́s profile.
Team leader, Service Delivery and sales
Driving performance of the experts by developing their skills and behaviors in order to be successful in their role as customer service and cross-selling experts, Track and improve financial metrics like attrition, absenteeism, Shrinkage, etc.