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Team Lead with 10+ years in Customer Service and Operations
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Competencies
Led teams, coached staff, managed KPIs, and created an engaging team environment across various roles.
Optimized workflows and KPIs, streamlined operational processes, and improved efficiency.
Provided customer service and technical support, managed escalations, and maintained high CSAT scores.
Managed incident reporting, repair activities, and monitored operational effectiveness within organizations.
Created reports on team performance, operational metrics, and compliance for management review.
Education
Languages
Summary
Dedicated professional with extensive experience in managing customer service teams, optimizing workflows, and driving operational excellence. Skilled in coaching, process improvements, and cross-department collaboration.
Key Achievements
- Led and developed a team of back-office agents to meet performance targets in productivity, quality, and CSAT.
- Managed daily operations, ensuring adherence to SLAs, punctuality, and internal performance standards.
- Collaborated with internal departments and clients to streamline workflows and resolve escalations.
Experience
Client Services Team Lead
Lead, coach, and develop a team of back-office agents to achieve performance targets in productivity, quality, and customer satisfaction (CSAT)., Monitor daily operations, ensuring adherence to SLAs, punctuality, and internal performance standards., Conduct 1:1 coaching sessions, provide actionable...
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