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Shirley
Customer Service & Leadership with 10+ years in BPO and Retail
Contacto
Competencias
Applied coaching strategies to improve team performance and engagement at FOUNDEVER.
Provided high-level support and managed complex escalations ensuring customer satisfaction.
Oversaw logistics, procurement, and vendor relationships at DROGUERIA NUÑEZ.
Resolved escalated customer issues and optimized processes to improve service quality.
Developed feedback sessions and training to enhance team communication and service delivery.
Educación
Idiomas
Resumen
Experienced in coaching, customer support, and vendor management with a focus on enhancing team performance and customer satisfaction across BPO and retail sectors.
Logros Clave
- Led a team of coaches at FOUNDEVER to improve agent performance and customer satisfaction.
- Guided new hires through onboarding and skills development, enhancing team efficiency.
- Managed vendor relationships and logistics as Assistant General Manager at DROGUERIA NUÑEZ, optimizing procurement and cost strategies.
Experiencia
COACH
Led a team of coaches to improve agent performance and customer satisfaction., Implemented coaching strategies to enhance efficiency and quality., Resolved escalated issues to ensure prompt and effective solutions., Coached agents to optimize performance and key metrics., Developed structured feedback sessions to improve service quality., Worked with management to boost engagement and retention.
MENTOR
Guided new hires through onboarding and skill development., Led training sessions to enhance team efficiency., Supported agents with process knowledge and career growth.
CUSTOMER SERVICE REPRESENTATIVE TIER 3
Handled complex escalations, ensuring timely and effective resolutions while maintaining compliance., Provided expert-level support on customer issues, minimizing further escalations.
CUSTOMER SERVICE REPRESENTATIVE TIER 2
CUSTOMER SERVICE REPRESENTATIVE TIER 1
Provided frontline support and resolved customer issues., Maintained high satisfaction scores through effective service., Ensured compliance with policies and protocols.
ASSISTANT GENERAL MANAGER
Negotiated contracts and managed vendor relationships., Oversaw logistics, shipments, and financial transactions., Optimized procurement and cost management strategies., Resolved advanced customer inquiries, offering solutions to improve satisfaction., Assisted Tier 1 representatives with troubleshooting/resolution of escalated issues., Managed follow-ups to ensure complete and accurate case resolution.