Versatile Customer Experience Manager with over 10 years in the call center industry, specializing in quality assurance, team leadership, and process improvement. Proven ability to analyze data, develop training, and manage performance metrics to enhance customer satisfaction. Skilled in report...
Focused on ensuring customer service quality through monitoring, calibrations, and continuous improvement initiatives.
Conducted assessments and provided coaching to agents based on call evaluations to improve service delivery.
Supervised teams of agents, managed schedules, and supported training to enhance team performance.
Created and analyzed reports on call quality, customer satisfaction, and process metrics to support operational decisions.
Sutherland Global Services Mexico
Worked with different programs supporting the Quality teams, Assured the Quality guidelines are followed, Created and updated daily reports to showcase performance, Supported with CSAT, ASAT and FCR scrubbing for analysis and find root causes, Prepared WBR, MRB and QBR Presentations of the QA...
Global Telesourcing (GTCX)
Made outbound calls to provide offers available to active customers, Evaluated calls from operation agents and provided 1 on 1 feedback, Followed up on internal and external fatal errors, Complied with the workload assigned weekly, Scheduled and led weekly calibrations with supervisors, Delivered...
Global Telesourcing (GTCX)
Ensured the client's quality guidelines are followed, Analyzed and reported the main failed behaviors identified by QA team for continuous improvement, Followed up on the QA team workload compliance weekly, Followed up on the Supervisor Compliance weekly (Smart goals, Side by Sides and One...
Automotive technology
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Handled diverse customer interactions, providing support in sales, billing, technical issues, and escalations.
Energy calls (Prego)
Customer service/sales agent for auto insurance, Outbound calls to help customers look for auto insurance to find their best option
Teleperformance Mexico
Handled inbound customer service calls such as billing, tech and retention calls
Teleperformance Mexico
Provided support to agents in operations with questions on their calls, Handled escalated/supervisor calls, Developed new agents giving knowledge of the system and procedures
Teleperformance Mexico
Audited negative surveys from customers and provided real time feedback to the agents scored negatively, Analyzed different factors that impact the results, Called back to unsatisfied customers for resolution
Teleperformance Mexico
Evaluated calls from operation agents and provided 1 on 1 feedback, Conducted new hire Quality talks, Attended to QA calibrations (Internal and External), Reported to the client on the new hire quality results weekly, Complied with the workload assigned weekly
Teleperformance Mexico
Managed personal of 25 agents, Handled payroll management, Managed agent schedules, permissions, vacation etc., Reviewed daily results and provided feedback to the agents, Attended meetings with manager and general managers if needed, Attended to Internal and External calibrations, Supported the...
