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Yordanis
Customer Service and Team Leadership with 3+ years of experience
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Competencies
Handled client interactions, support, and escalations, ensuring customer satisfaction and loyalty.
Managed, trained, and supported a team of high-performing agents to meet service standards and KPIs.
Proficient in MS Office, Power BI, Salesforce, Trello, Notion, Canva, and Capcut for various operational and content needs.
Designed training programs andCapacity-building initiatives to foster agent growth and skill development.
Education
Languages
Summary
Experienced in managing high-performance teams, providing exceptional client support, and leveraging technical tools to optimize service delivery. Skilled in training, escalation management, and ensuring KPI adherence.
Key Achievements
- Led a high-performance team at The Office Gurus, supporting escalations and ensuring adherence to KPIs and service standards.
- Trained and developed agents to promote growth and improve service delivery quality.
- Provided exceptional post-sales support to ensure customer satisfaction and loyalty at both The Office Gurus and United Nearshore Operations.
Experience
Lider de Equipo
Dirigí un equipo de alto rendimiento, Apoyé en escalaciones, Entrené y capacité a los agentes para su crecimiento, Aseguré una adherencia constante a los KPI, estándares de servicio y expectativas del cliente, Gestioné casos escalados
Representante de Servicio al Cliente
Ofrecer soporte postventa excepcional para garantizar la satisfacción del cliente y fomentar la lealtad.