Johann Chaparro

Experience

• 

  Teleperformance

  Jun 2020 - Mar 2022

  • Led successful teams and promoted team success through effective coaching and real-time support.• Encouraged team members to perform at their best, increasing productivity and achieving positive customer feedback.• Identified and maximized coaching opportunities based on a SMART strategy, resulting in increased customer satisfaction.• Managed more than 10 teams with diverse age ranges and social backgrounds in a work-at-home-agent (WAHA) model.• Met and exceeded targets and KPIs to ensure customer satisfaction.• Analyzed team metrics to develop data-driven action plans and improve team performance. Show less

  • Team Leader

    Nov 2020 - Mar 2022

  • Bilingual Customer Service Agent

    Jun 2020 - Nov 2020
• 

  HQ Rental Software

  Apr 2022 - May 2024

  • Identified opportunities to improve and provide feedback on our product knowledge base, and process.• Reporting issues proficiently and escalating to different teams. As long as identified customerstrends and common requests including basic troubleshooting on website integrations.• Collecting feedback from our B2B customers to improve our service. • Demonstrated proficient analytical and troubleshooting skills in customer service by replying toZendesk (CRM) tickets.• Consistently identified alternative solutions to meet the needs of customers and troubleshoottheir issues, offering support via chat and email.• Empowered customers by ensuring they were knowledgeable about our app’s features.

  • Software Support Agent - Junior

    Jul 2022 - May 2024

  • Software Support Agent - Trainee

    Apr 2022 - Jul 2022