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Liliana
Interim Team Lead
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Experiencia
Interim Team Lead
Led and motivated a team of agents, ensuring achievement of KPIs and service level agreements., Monitored performance metrics and implemented coaching sessions to improve results., Supported daily operations, managing escalations and providing solutions in real time., Conducted feedback sessions and performance reviews to foster professional growth., Collaborated with management to align operational strategies and meet client expectations.
Phone Agent
Provided high-quality customer service for a global hotel company, managing written and spoken interactions in English and Spanish., Resolved customer inquiries efficiently, maintaining high satisfaction ratings and adhering to SLAs.
Trilingual Supervisor
Led a team of 20–25 agents in a trilingual customer service LOB, focusing on metric improvement and skill mastery., Designed and implemented tailored action plans to address performance gaps., Successfully onboarded and coached new hires during nesting phases, ensuring seamless integration and readiness for operations., Conducted regular performance reviews, provided constructive feedback, and supported career development for team members.
Back-up Operations Manager
Supervised and guided a team of supervisors across global markets for a payment processor campaign., Directed the analysis and presentation of metric performance to the client, highlighting actionable improvement strategies., Developed improvement plans for team leaders, aligning with the coaching process to achieve measurable outcomes., Conducted cross-functional meetings to align operational strategies and drive client satisfaction.
Bilingual Agent
Customer service agent for a payment processor company, handling both written and spoken interaction in English.
Special Events Manager
Managed additional events during the festival, including the opening and closing ceremonies.
Coordinator
Organized and managed activities for the encounter, including overseeing several film labs.