Veronica - Customer Service Advocate with team leadership and coaching experience

Barranquilla, Atlántico, Colombiaen

Served as backup team leader and conducted coaching sessions at TTEC

Managed calls and chat interactions ensuring compliance with US health policies

Published on CazVid

Summary

Dedicated advocate with leadership training and extensive experience in customer interactions, coaching, and compliance. Skilled at maintaining high service standards and supporting team development.

Key Achievements

Provided customer service for international remittance clients at Sutherland

Skills

Customer ServiceAdvanced

Handled calls and chats while ensuring client satisfaction and adherence to policies

Leadership & CoachingIntermediate

Experienced in team support, coaching, and QA sessions to improve team performance

Communication SkillsAdvanced

Effectively communicated complex information to clients and team members

Process ComplianceAdvanced

Ensured service delivery aligned with organizational policies and regulations

Experience

Advocate

TTEC

Oct 2022 - Nov 2024

Realizo el rol de Advocate, manejando llamadas y asegurando un nivel excepcional de servicio de acuerdo con políticas de salud establecidas en los Estados Unidos., Fui entrenada como líder de equipo en TTEC, fui uno de los backups de TL, tengo experiencia en sesiones de coaching y QA.

CS Representative

Sutherland

March 2021 - Oct 2022

Desempeñé el cargo de Customer Service Representative, donde realizaba tareas de back-office, manejaba llamadas entrantes y chats., Aseguré un nivel de servicio de acuerdo con los requisitos de la empresa para proporcionar la satisfacción que los clientes necesitaban para sus remesas internacionales.