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Customer Service & Operations Specialist with 5+ years of contact center experience
Contact
Competencies
Provided comprehensive customer support, resolved complaints, and ensured customer satisfaction.
Generated and analyzed daily reports for performance tracking and KPI management.
Monitored calls, analyzed agent interactions, and recommended improvements for contact center quality.
Effectively communicated with clients and team members, facilitating clear information exchange.
Handled multiple responsibilities simultaneously, maintaining organized workflow in dynamic environments.
Education
Languages
Summary
Experienced in managing daily reports, KPI control, call quality monitoring, and delivering excellent customer support. Skilled in communication, multitasking, and problem-solving, driving team performance and customer satisfaction.
Key Achievements
- Managed and delivered daily performance reports, ensuring real-time KPI tracking at Teleperformance.
- Conducted call monitoring and provided actionable insights to enhance agent performance.
- Handled customer complaints and followed up on issues, improving customer satisfaction in contact centers.
Experience
WFM – Mission Control Specialist
Managing and delivering daily reports for the client, Maintaining control on various KPIs within the campaign
Quality Analyst
Call monitoring and providing actionable insights, Gathering information to improve agent performance in the contact center
Customer Service Representative
Handling complaints, Providing appropriate solutions for customers, Following up to resolve any issues their customers experience