Experienced and skilled inbound customer service team leader with a bachelor's degree in social communication, providing high-quality service to customers, and being successful at addressing and meeting client needs.
Overview
13
13
years of professional experience
Work History
Client Account Manager
Adp- Automated Data Processing
12.2023 - 02.2024
Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
Developed comprehensive reports on account performance, presenting results to senior management during regular meetings.
Leveraged data-driven insights to optimize account performance and identify trends over time.
Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
Scheduled and attended meetings with clients and prospective clients as requested.
Collaborated with finance department on invoicing accuracy for applicable products, services, software, and logistics.
Team Manager
SGS Colombia Holding SAS
03.2023 - 08.2023
Evaluated employee performance and coached and trained team members, increasing quality of work and employee motivation
Cultivated positive, productive team environments, resolving conflicts quickly
Led employee relations through effective communication, coaching, training, and development
Delivered regular team meetings for aligned work towards common goals
Daily real-time reports, reporting to management about the team's development
This included schedule adherence, readouts of previous week's performance and areas of opportunity detected.
Evaluated employee performance on a weekly basis and coached and trained 20 team members, increasing quality of work and employee motivation.
Senior Associate Account Management
SGS Colombia Holding SAS
09.2020 - 03.2023
Effectively coordinated daily BPO management operations, resulting in greater productivity and higher levels of customer satisfaction, such as NPS, THT, TO, Aux State, ERT
Trained and supported new team members, maintaining culture of collaboration
Approached each problem with fresh mind and analytical strategies to quickly resolve concerns
Identified and resolved complex issues by applying advanced analytical and troubleshooting strategies.
Customer Service Consultant
SGS Colombia Holding SAS
07.2019 - 09.2020
Gained in-depth understanding of company products, systems and policies to give customers expert support
Exceeded performance targets consistently by maintaining strong call control and calm in stressful situations
Communicated with management about trends in customer calls to help team efficiency and success
Engaged customers in conversation to uncover needs with probing questions and overcome objections using persuasive techniques
Documented customer calls in full to minimize confusion in future calls and facilitate complete resolutions to individual issues
Troubleshot customer service issues with methodical approach, eliminating impossible quickly and focused on implementing relevant, actionable solutions.
Client Services Coordinator
Fuller Mantenimiento
09.2017 - 07.2019
Served as an experienced and motivated cleaning service coordinator for many hospitals and other companies in general
Worked collaboratively with all personnel to ensure administrative tasks were handled properly
Designed daily schedules for cleaning operators, considering each worker's skills, activities and workload
Checked the attendance for operators during every service assigned
Managed a daily budget for operators during long-term services that required transportation and meals
Collaborated with other departments to develop ways to increase customer satisfaction
Utilized active listening skills to identify customer needs and provide appropriate solutions.
Tennis Coach
Dakar Tennis Academy
03.2011 - 07.2017
Promoted positive environment for all athletes, which helped to diminish stress and increase enthusiasm
Explained and demonstrated basic tennis techniques to team members
Prepared athletes for special competitions and tournaments
Challenged athletes by consistently using positive reinforcement and gentle criticism
Coached established tennis players in advanced game techniques and competition strategies
Expanded professional knowledge and expertise through annual coaches' clinic participation.