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Jason
Team Lead (Supervisor)
Contacto
Competencias
Demonstrated experience with Cross-Functional Collaboration.
Demonstrated experience with Pre-sale & Post-sale Support.
Demonstrated experience with Issue Resolution.
Demonstrated experience with Escalation Management.
Demonstrated experience with Stakeholder Management & Customer Success.
Educación
Idiomas
Resumen
Team Lead (Supervisor) open to new opportunities
Experiencia
Team Lead (Supervisor)
Responsible for leading and managing a team of customer support professionals, ensuring operational efficiency, consistent service delivery, and achievement of performance targets in a fast-paced environment.. Oversaw daily operations, monitored KPIs and SLAs, provided coaching and performance management, and ensured compliance with established processes and quality standards.. Acted as the primary point of contact for escalations, coordinated with internal and external stakeholders, and supported workforce planning, reporting, and operational reviews.. Focused on team development, proactive issue resolution, continuous improvement, and process optimization to enhance productivity, strengthen client relationships, and consistently deliver high-quality customer experiences.
Team Manager (Supervisor)
Responsible for overseeing frontline customer service operations for a major international banking account, managing teams of 18–23 direct reports and supporting an organization of up to 350 employees.. Accountable for performance management, employee relations, payroll administration, attendance tracking, scheduling, time-off requests, coaching, performance improvement plans, and disciplinary processes while ensuring compliance with company policies and operational standards.. Served as the primary escalation point for customer, employee, and operational issues, handling conflict resolution, security incidents, policy adherence, and service delivery challenges.. Partnered with client leadership and internal stakeholders to support business growth initiatives, implement new operational strategies, and facilitate the integration of additional lines of business.. Led employee engagement efforts through recognition programs, career development initiatives, leadership training, and coaching activities designed to support workforce development and organizational objectives.
Customer Service Representative*
Responsible for delivering high-quality customer service in a fast-paced environment, handling customer inquiries, resolving issues, and ensuring an efficient and positive customer experience.. Consistently met performance and quality expectations while developing strong product knowledge and problem-solving skills.. Took on key role supporting functions as a Floor Support representative, Nesting Helper, Escalation Agent, and Backup Supervisor, providing real-time guidance to frontline agents, supporting new-hire training and onboarding, managing complex customer escalations, and assisting with daily supervisory activities and operational coverage.. Focused on knowledge sharing, team support, effective issue resolution, and operational consistency, contributing to employee development, service quality, and overall team performance.