Maria - Team Leader with 5+ years in customer service and operations

Bogotá, Bogota D.C., Colombiaen

Led a team of 15 agents to exceed KPIs in customer satisfaction, resolution quality, and productivity across multiple quarters.

Designed and executed performance improvement plans based on KPI analysis, enhancing resolution time and customer satisfaction scores.

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Summary

Experienced team leader with a strong background in KPI management, process improvement, and training within customer service environments. Proven track record of enhancing team performance and operational efficiency.

Key Achievements

Provided real-time operational support and training to maintain high standards and ensure team readiness.

Skills

KPI ManagementAvanzado

Led metrics analysis and performance tracking to optimize team outcomes.

Team Coaching (GROW, BOLD, IOE)Intermedio

Applied coaching methodologies to improve communication, accountability, and goal achievement.

Process ImprovementAvanzado

Created and implemented process documentation and performance trackers to enhance operational efficiency.

Data Analysis and ReportingAvanzado

Conducted trend analysis and maintained dashboards using Excel and internal reporting tools.

Customer Service

Experience

TEAM LEADER

24/7.ai

Nov 2022 - Present

Lead a team of 15 agents in a high-volume, results-oriented environment., Responsible for team performance, operational consistency, and the execution of data-driven improvement plans., Exceeded KPIs in customer satisfaction, resolution quality, and productivity across multiple quarters., Designed...

SUBJECT MATTER EXPERT

24/7.ai (formerly Accedo)

Apr 2022 - Oct 2022

Provided real-time operational support and training for new and tenured agents, ensuring consistency, quality, and productivity across teams., Delivered KPI-focused training and real-time assistance to ensure alignment with service standards., Created and updated process documentation, performance...

CUSTOMER SERVICE REPRESENTATIVE

24/7.ai (formerly Accedo)

Sep 2021 - Mar 2022

Handled customer inquiries and service requests with professionalism, accuracy, and empathy, ensuring timely resolutions., Managed case documentation and follow-ups using internal systems and client platforms., Supported performance goals related to CSAT, response time, and first contact...