Experience

• 

  Sykes

  May 2013 - May 2020

  Provide world class service to the costumers, make them feel great after talking with me.

  • Technical Support

    Aug 2014 - May 2020

  • Technical Support Specialist

    May 2013 - May 2020

  • Costumer Service Representative

    May 2013 - Aug 2014
• 

  Sykes costa rica

  May 2020 - Jul 2021

  Technical team lead
• 

  Foundever

  Jul 2021 - Aug 2024

  Account operations supervisor
• 

  Sitel group

  Jul 2021 - Sept 2023

  Account operations supervisor
• 

  Clearsource bpo

  May 2024 - Sept 2024

  Technical support representative
• 

  Hr strategic solutions

  Sept 2024 - now

  Customer service team lead

  As a Customer Service Team Lead at HR Strategic Solutions, I am responsible for driving exceptional customer experiences by leading a dynamic team of Customer Support Advisors. My role involves overseeing day-to-day operations, ensuring high performance and continuous improvement within the team.Key responsibilities include:Leading, coaching, and managing a team of 10-15 Customer Support Advisors to achieve excellence in service.Monitoring and assessing individual and team performance, providing ongoing feedback and development opportunities.Handling escalated issues and ensuring swift, effective resolutions.Collaborating with the Contact Center Manager on staff training and recruitment to maintain high service standards.Managing KPIs such as service levels, handle times, and customer satisfaction to meet and exceed departmental goals.Driving open communication within the team and fostering a customer-centric approach in all activities.My goal is to continue fostering a supportive environment that enables my team to excel, while ensuring our customers receive the highest quality of service. Show less