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Customer Service & Call Center Supervisor with 5+ years in BPO industry
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Competencies
Provided high-quality support via phone and chat, resolving customer inquiries efficiently.
Led and managed a large team of agents, motivating performance and overseeing operations.
Developed reports and reviewed team performance to meet operational goals.
Handled resource allocation, staff scheduling, and operational management tasks.
Utilized digital tools to manage customer relationships, scheduling, and reporting.
Education
Languages
Summary
Dedicated professional skilled in team leadership, customer support, and operational optimization within the BPO industry. Proven ability to oversee large teams, ensure KPI achievement, and improve service quality through effective resource management and performance reviews.
Key Achievements
- Supervised daily call center operations, leading a team of over 40 agents and ensuring KPI achievement.
- Developed operational reports and delivered performance reviews to management for process improvement.
- Managed resource allocation, staff scheduling, and handled customer inquiries on service orders and fraud prevention.
Experience
Customer Service Agent
Delivered high-quality customer support through phone and chat., Scheduled appointments and handled customer service requests.
Call Center Supervisor (Spanish)
Supervised daily operations of the call center (inbound/outbound calls and chat), Led a team of over 40 agents ensuring achievement of performance KPIs., Developed operational reports and presented performance reviews to management., Managed resource allocation and created staff schedules., Manage...