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Customer Service Team Lead at TaskUs
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Competencies
Experienced in supervising and motivating teams to achieve high performance and quality standards.
Skilled in delivering exceptional customer support and maintaining client satisfaction.
Proficient in analyzing metrics to enhance team productivity and service quality.
Experienced in negotiation and developing payment plans to achieve debt recovery goals.
Education
Languages
Summary
Dedicated professional with leadership experience at TaskUs and collections expertise at Foundever. Skilled in team management, customer support, and performance analysis to drive results.
Key Achievements
- Led a team of customer service agents to consistently exceed quality and productivity standards.
- Analyzed performance metrics to optimize team efficiency and service quality.
- Developed tailored strategies to improve client satisfaction and operational outcomes.
Experience
Team Lead
Supervised and motivated a team of customer service agents, ensuring high standards of quality, productivity, and punctuality to deliver exceptional service., Regularly analyzed performance metrics, including QA scores, striving to keep quality ratings above 90%, and identifying areas for improvement., Conducted ongoing coaching sessions based on QA evaluations, customer feedback, and direct observation of support tickets to enhance agent performance., Managed complex customer escalations, including handling irate clients, to resolve issues effectively and uphold customer satisfaction., Monitored and enforced schedule adherence, ensuring consistent coverage and meeting productivity targets., Kept detailed coaching records and provided timely, constructive feedback to support team development and performance improvement.
Collections Agent
Achieved successful debt collection results by utilizing negotiation skills and developing customized payment plans., Counseled debtors on payment options and arranged installment agreements., Worked in call center environment handling manual and automatically dialed outbound calls., Managed past due collection calls, skip tracing, outside collections agency coordination and litigation activities.