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Stefanny
Customer Service Team Leader with operational and coaching expertise
Video resume
Customer service
Provide support to customers regarding flight voluntary and involuntary changes, seats, baggage, hotels and rental car.nAs Team Leader I'm in charge of different administrative tasks like: n- Organize agents schedules and check for payslipn- Provide coaching to agents to improve skills and metrics. n- Disciplinary actions when needed. n- Provide support to agents with the different systemsn- Weekly meetings to provide insights and action plans to improve metrics on operation.
Contact
Bogotá, Bogota D.C., Colombia
Open to remote
Available on CazVid
Competencies
Customer ServiceIntermediate
Provided support to customers regarding flight changes, baggage, hotels, and rental cars.
Team LeadershipIntermediate
Organized schedules, led coaching sessions, and managed disciplinary actions for customer service agents.
Operational ManagementIntermediate
Conducted weekly meetings to analyze metrics and develop action plans to enhance performance.
System SupportIntermediate
Provided technical support to agents in using various customer service systems.
Summary
Experienced in managing customer support teams, streamlining operations, and coaching for performance improvement.
Key Achievements
- Led scheduling and payroll oversight for customer service team in Bogotá
- Implemented coaching and training initiatives to improve agent performance
- Conducted disciplinary actions and provided system support to team members
Skills
Customer ServiceTeam LeadershipOperational ManagementSystem Support
Published on CazVid - Jul 3, 2025