América - Customer Service Supervisor with 10+ years in client experience and team leadership

Guanajuato, Guanajuato, Mexicoen

Led and mentored a team of over 20 customer service agents to improve customer satisfaction and team engagement.

Streamlined operations by monitoring KPIs such as CSAT, AHT, and quality scores, resulting in targeted coaching initiatives.

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Summary

Dynamic customer service supervisor with extensive experience in coaching, process improvement, and operational excellence in diverse settings.

Key Achievements

Played pivotal roles in achieving ISO and OHSAS certifications through strict adherence to safety and quality standards.

Skills

Customer Service ExcellenceExpert

Extensive experience delivering premium customer experiences and coaching teams for high service standards.

Team Leadership & CoachingExpert

Led, mentored, and developed teams in customer service and retail environments.

Communication (Written & Verbal)Advanced

Utilized effective communication skills in coaching, team collaboration, and customer interactions.

Management & MultitaskingAdvanced

Handled daily team operations, monitored KPIs, and optimized workflow across multiple channels.

Digital Platforms & Tools (CRM, Office Suite)

Experience

Customer Service Supervisor

Tata Consultancy Services

Nov 2022 - Nov 2025

Lead and mentor a team of 20+ customer service agents, focusing on delivering outstanding customer experiences and enhancing team engagement., Prioritize customer satisfaction by coaching agents on empathy, effective communication, and proactive problem resolution., Monitor and analyze key...

Coffee Specialist

Nespresso

Sept 2018 - Sept 2022

Delivered premium customer service experiences as a Coffee Bard, engaging clients with tailored product recommendations., Took on leadership roles as Stock, Sales, and Safety &amp; Quality Coach, mentoring peers to meet performance and compliance goals., Played a key role in achieving ISO and...