Dedicated professional with over a decade of expertise in overseeing operations, leading teams, and implementing process enhancements across customer service environments. Skilled in KPI management, client communication, and staff development.
Directed daily operations, monitored KPIs, and optimized staffing and processes to meet organizational goals.
Supervised teams of agents and managers, providing coaching, training, and performance feedback.
Analyzed sales and operational data, generated reports, and identified areas for improvement.
Maintained ongoing communication with clients, addressing escalations, and ensuring expectations.
Led initiatives to enhance productivity, quality, SLA compliance, and team engagement.
Teleperformance
Managed a team of sales representatives in a high-volume call center., Set sales targets and monitored key metrics like AHT, sales, attrition, and NPS., Provided ongoing training to improve sales skills and product knowledge., Resolved customer and team issues to maintain a positive environment.,...
Almaexperience
Led and supervised a team of supervisors, providing coaching, guidance, and performance feedback while ensuring alignment with KPIs., Monitored daily operations, including backoffice, ticket management, and real-time chat, optimizing staffing, forecasting, and costs., Evaluated agent and supervisor...
High School Diploma
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