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Sebastian
Customer Support & Retentions Operations Manager at ICON Solutions
Contato
Guatemala City, Guatemala, Guatemala
Disponível na CazVid
Competências
Customer Support ManagementExpert
Proven ability to lead customer support teams, improving satisfaction and retention metrics.
Data Analytics & VisualizationAdvanced
Skilled in Power BI, Data Studio, and Excel to analyze data and generate actionable insights.
Leadership & Team DevelopmentExpert
Experienced in supervising teams, fostering collaboration, accountability, and professional growth.
Communication & Interpersonal SkillsAdvanced
Effective communicator with a strong ability to manage stakeholder relationships and feedback.
Formação acadêmica
B.A Psychology (Honors)
St. Thomas University
Completed 2013
Liceo Scientifico Augusto Righi
Completed 2009
Honors High School B.A Program
American School of Guatemala
Completed 2008
Idiomas
English
Spanish
Italian
Resumo
Seasoned professional with extensive experience in customer support, account management, and data analytics. Proven ability to lead teams, optimize processes, and deliver data-driven solutions that improve operational efficiency and customer satisfaction.
Principais conquistas
- Led customer support and retention strategies, improving client satisfaction and loyalty.
- Supervised account management operations, streamlining processes and enhancing team performance.
- Directed quality analytics initiatives, identifying key insights to optimize customer experience.
- Managed cross-functional teams, fostering a culture of accountability and continuous improvement.
- Implemented data-driven solutions using Power BI and Data Studio to enhance decision-making.
Experiência
Customer Support & Retentions Operations Manager
ICON Solutions
2023 - 2024
Account Manager Operations Supervisor
ICON Solutions
2022 - 2023
Account Manager
ICON Solutions
2021 - 2022
Customer Experience and Quality Analytics Manager
Telus International
2019 - 2021
Customer Experience and Quality Analytics Supervisor
Telus International
2015 - 2018
Customer Experience Quality Analyst
Telus International
2014 - 2015
Customer Service Representative
Telus International
2014 - Present
Spanish Faculty Tutor
St. Thomas University
2009 - 2013
Immersive English Teacher and Facilitator
University of New Brunswick
2011 - 2013
HELPS International English & Spanish Interpreter Volunteer
Universidad del Valle de Guatemala
2007 - 2008
Habilidades
Customer Support ManagementData Analytics & VisualizationLeadership & Team DevelopmentCommunication & Interpersonal Skills
Publicado na CazVid - 2 de jun. de 2026