Jimena Coto

Experience

• 

  IBM

  Jul 2014 - Jul 2021

  Responsible of supervising, guiding and motivating team members to ensure they are delivering good customer service. The Team Leader organizes and delegates workload and completes reports for the 1st Line Manager and/or Sponsor as well as other activities within his / her competencies, contributing to ensure the account reaches all Critical SLAs and KPIs effectively while maximizing resources as much as possible. Also contributing to ensure account is properly staffed and plan accordingly to assure SLA achievement. Identify and analyze volume trend, if lower than forecasted send staff on vacation or without pay or use them to cover peaks in back office, Keeping close communication with account in order to inform of any operational issue. Attending scheduled meetings with the client. - Finding saving opportunities for the account and sharing these ideas with higher management to review feasibility and steps for the enforcement of such ideas:Encourage, support and motivatePerform coaching sessions on a monthly basis with team membersComplete back to work reviewsInitiate process improvementsDrive continuous improvement and development for the entire teamHandle escalated customer calls, complaints, questions and queries as necessaryHandle questions and queries from the teamAnalyze knowledge gapsAssign tasks and distribute workloadAdherence: Ensure that the employees follow their schedules as designedReview team performanceCreate and manage action plansDocument team resultsDocument general reports on each team member’s performance and ensure that they achieve the targetsShare best practice with peers and management team Show less

  • Team Manager

    Apr 2019 - Jul 2021

  • Staffing and Resource Manager (SRM)

    Jan 2017 - Apr 2019

  • Process Trainer

    Jan 2016 - Dec 2016

  • Interim Team Manager

    Sept 2016 - Nov 2016

  • Back Office Representative

    Jul 2014 - Dec 2015
• 

  CRG

  Sept 2021 - Mar 2022

  Community Operations Team Lead

  Lead and develop a team of up to 15 Community Operations Specialists, responsible for their overall performanceCreate performance goals for specialists, monitor weekly progress toward specific goalsMonitor the efficacy of the daily operations and anticipate barriers to operational successSME for all of Community Operations policies and procedures, preventing misinformation to external stakeholders by effectively monitoring communications and coaching specialistsPoint of contact for escalation within the real-time operations and urgent issues with stakeholdersManage QA program for Community Operations, performing weekly audits of specialists’ communications and reporting on QA metricsMonitor CSAT of individual specialists and the team’s overall performance, weeklyInvestigate low CSAT scores and negative customer feedback, identifying the root causes and creating an action plan for current and future resolutionsImprove team members’ productivity through weekly knowledge sessions and sharing insights on how to increase efficiencyCollaborate with leadership on Community Operations recognition and engagement initiatives, actively highlighting best practices and top performance within the teamRegularly communicate with senior leadership regarding the team’s performance, opportunities for improvement, and contribute to projects designed to enhance the customer experienceAbility to provide urgent resolutions for high-priority issues and escalationsExperience handling complex or sensitive issues with stakeholders and follow-up documentationExpertly navigate complex tools and troubleshoot issues with internal and external productsProven ability to motivate, influence and work effectively with the organization’s stakeholdersExperience in mentoring new hires and contributing to their onboarding processAbility to demonstrate organizational values and role model positive behaviors for a teamExperience with performance reporting and analytics Show less

• 

  Movate

  Apr 2022 - now

  TAC Manager