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Felipe
Customer Service & Operations Manager with 10+ years in Call Centers & Logistics
Video resume
Contacto
Competencias
Oversaw customer service teams, ensuring high performance, quality standards, and customer satisfaction.
Managed logistics operations across U.S. and Asia, handling shipments, inventory, and logistics documentation.
Monitored and analyzed team performance metrics to maintain service standards and improve operational efficiency.
Facilitated effective communication between teams, clients, and stakeholders to ensure service delivery goals.
Provided remote support for operational tasks, ensuring seamless service continuity across locations.
Educacion
Resumen
Felipe Segura is a dedicated professional with over a decade of experience in customer service, team management, and logistics coordination across US and Asian markets. Proven ability to lead teams, optimize operations, and enhance service quality.
Logros Clave
- Progressed from Telephone Agent to Senior Team Manager at Alorica, leading 20+ agents and maintaining KPI standards.
- Coordinated logistics operations for US-based companies, creating 500+ shipping labels weekly and managing inter-warehouse shipments.
- Led quality assurance initiatives, providing feedback to enhance customer experience and service consistency.
Experiencia
Telephone Agent
Assisted prepaid and postpaid customers with service inquiries and issues.
Kitchen Staff
Collaborated with an international team to prepare meals for over 1,000 people daily., Ensured adherence to food safety and hygiene standards.
Telephone Agent
Handled inbound customer calls and resolved service-related issues., Provided accurate information regarding products and services.
Quality Assurance
Evaluated customer interactions to ensure quality standards were met., Provided feedback to improve customer experience and service delivery.
Team Manager
Led customer service teams of 20+ agents, ensuring consistent performance, quality, and service standards., Conducted regular performance reviews, providing mentorship and guidance.
Senior Team Manager
Managed customer service teams to ensure performance, quality, and service goals were met., Maintained KPI performance through structured coaching and continuous operational follow-up., Supported recruitment, onboarding, and employee development processes.
Customer Service & Operations Coordinator
Coordinated customer service operations for U.S.-based companies, managing service requests and case follow-up., Created approximately 500 shipping labels per week as part of logistics operations., Coordinated shipments between different warehouses located in different U.S. states and Asia.