Este es mi perfilContactar via CazVidEste perfil está escrito en inglés
Marco
Customer Service & Team Leadership with 7+ years in Call Centers
Contacto
Competencias
Provided high-quality support, handling inquiries, rescheduling payments, and resolving concerns efficiently.
Coached, mentored, and led teams to meet KPIs, improve engagement, and uphold company standards.
Ensured QA standards across teams, conducted calibrations, and implemented best practices.
Handled data cleaning, CRM management, and utilized tools like Five9 to streamline customer interactions.
Demonstrated active listening, adaptability, and empathetic communication in high-volume environments.
Educacion
Idiomas
Resumen
Skilled professional with over 7 years in call center environments, specializing in customer support, team coaching, and quality assurance. Proven track record of enhancing team performance, optimizing customer interactions, and fostering a positive service culture.
Logros Clave
- Led quality assurance and coaching initiatives across multiple roles, enhancing team performance and customer satisfaction.
- Mentored junior agents and led investigations into KPIs, NPS, and CSAT to improve service quality.
- Managed complex customer issues and improved communication between teams and clients, resulting in streamlined processes.
Experiencia
Data Cleaning
Contact business owners to create, validate and update their business information in order to have a clean data base for future sales calls, Handle cold calls, Handle escalated customer, Deliver great customer service, Multitask between CRM, Five9
Customer Service Agent
Handled high-volume inbound calls to assist customers with payment history inquiries, Rescheduled payments, Resolved lease contract concerns, Delivered efficient, empathetic, and accurate service in line with company policies and compliance standards, Utilized tools such as Five9 and CRM platforms...
Subject Matter Expert
Mentored junior agents, Provided soft coaching, 1-on-1 sessions, and call listening to identify areas for improvement, Promoted company culture, Supported team goals, Enhanced performance through active training and motivation, Led investigations into NPS, CSAT, QA, and KPIs
Support Team Lead
Collaborated with team leads to identify opportunities and apply best practices across Retail, Collections, and Customer Service, Coached agents with a customer-focused approach, Attended client calibration meetings to align QA processes, Built strong agent relationships to address concerns,...
Team Lead
Provided coaching and training to meet KPIs and sustain high performance, Held meetings to improve results, Ensured QA standards, Promoted company culture, Improved customer satisfaction and team engagement through effective leadership
Call Center Agent
Delivered exceptional customer service and high QA performance, Handled payment history and cash flow details, Provided payment options for consumers that have financial issues
Team Lead
Drive performance on a Fintech campaign, Deliver coaching, Share best practices, Sustain and improve major KPI, Collaborate with teammates to resolve complex issues, Ensure compliance with company and industry standards