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Richards
Customer Service Manager with 10+ years in contact center industry
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Competencies
Led teams in customer service environments, focusing on KPIs and staff development.
Provided high-quality support via phone and chat, resolving inquiries and complaints for international clients.
Delivered bilingual interpretation and maintained effective client communication in Spanish and English.
Utilized CRM systems to record, manage, and track customer interactions, enhancing service delivery.
Achieved KPIs such as CSAT, AHT, and QA metrics, contributing to business and team success.
Education
Languages
Summary
Professional with extensive experience in customer service, team management, and bilingual interpretation, committed to improving client satisfaction and operational efficiency.
Key Achievements
- Supervised customer service teams at Alorica Panama, achieving key KPIs like AHT, CSAT, and QA targets.
- Implemented productivity and satisfaction strategies to enhance team performance at Alorica Panama.
- Delivered real-time bilingual interpretation, ensuring effective communication and confidentiality for clients.
Experience
Manager / Supervisor
Supervised customer service teams, ensuring key performance indicators (AHT, CSAT, QA) were met., Implemented strategies to optimize productivity and customer satisfaction., Conducted coaching sessions and individual follow-ups for staff development., Handled and resolved escalated cases with high...
Customer Service Agent
Provided phone and chat support to international clients, ensuring a positive customer experience., Managed inquiries, complaints, and requests efficiently while maintaining high-quality standards., Utilized CRM systems and digital tools to record and track cases., Consistently met and exceeded...
Bilingual Interpreter
Delivered precise real-time Spanish-English interpretation for clients and providers., Ensured effective communication between parties while maintaining confidentiality and professionalism., Handled complex requests and resolved issues under high-pressure situations., Met quality standards and...