Experienced Team Leader with 8 years of experience in a fast-paced customer service environment and able to prioritize and delegate tasks effectively. Bilingual (Spanish-Reading/Writing). Dedicated to providing excellent customer service and making operational and procedural improvements. Action-oriented with strong ability to communicate effectively with technology, executive, and business audiences.
• Conducted performance reviews for 7 support agents. Measured KPI (first call resolution, abandonment rates, hold and not-ready times). Trained/mentored agents to support students and faculty. Measured call-center performance in compliance with the universities customer service levels. Managed and support remote agents (work from home and other locations). Managed IVR options and phone systems. Volunteered in special projects for multiple departments to enhance the performance of the client facing applications.
