Education

Experience

  • 2020 - 2021
    Teleperformance

    Team Leader

    \• Provide mentorship, coaching, guidance and career
    development to members of my team.
    • Lead a high-performing team by building problem
    solving skills, critical thinking, analytical and technical
    capabilities.
    • Responsible for managing team with several markets.
    • Establish team goals and work with direct reports on
    strategies for executing, measuring progress and
    sharing results.
    • Provide \\real-time\\ support to agents experiencing
    difficulties on emails and handle escalated irate and/or
    upset customer\’s inquiries promptly & professionally
    when necessary.
    • Deliver projects involving quantitative analysis,
    industry research, and strategy development, working
    directly with global cross-functional teams to problem
    solve analytical approaches and develop solutions.
    • Identify actionable insights, suggest
    recommendations, and influence team strategy
    through effective communication.
    • Advocate for users within my market, partnering with
    global and cross-functional teams to develop global
    solutions.\

  • 2019
    Teleperformance

    Subject Matter Expert

    \• Responsible to drive and manage the team’s priority
    metrics.
    • Act as the team’s back up POC when the TL is out of
    the office.
    • Assist agents real time with their product related
    questions.
    • Act as a gate keeper for outlier agents’ emails to
    ensure quality responses are made to clients and
    technical teams.
    • Overlook the team’s open cases daily to ensure all
    cases are triaged to the correct teams using the right
    forms and for cases that are beyond the given time, to
    make certain that all escalation paths have been
    exhausted.
    • Help roll out skill building workshops and product
    refresher training on a regular basis.
    • Conduct a case study meeting with the team on a
    weekly basis to discuss case specific best practices and
    AFIs.
    • Come up with an initiative to drive performance
    within the team on a monthly basis.
    • Plan and execute a project along with the other SMEs
    that will help drive performance or improve the
    process for the program on a quarter basis.\

  • 2019
    Teleperformance

    Customer Service Advisor

    “• Research and identify solutions.
    • Respond to emails.
    • Troubleshoot technical issues.
    • Ask customers targeted questions to quickly
    understand the root of the problem.
    • Properly escalate unresolved issues to appropriate
    technical teams.
    • Provide timely and accurate customer feedback.
    • Follow up with customers to ensure the problem is
    resolved.
    • Ensure all issues are properly logged.
    • Prioritize and manage several open issues at one time.
    • Prepare accurate and timely reports.”

Skills