Juliana Cuarán

As a Senior Team Manager, I specialize in developing high-performance teams and driving operational excellence.

With a strong focus on strategic planning and effective team management, I foster partnerships that enhance collaboration and innovation.

I am dedicated to establishing and monitoring KPIs to ensure performance targets are met, empowering teams to excel and achieve organizational goals.

Conduct regular performance reviews and provide coaching to team managers and their teams

Key Responsibilities:

• Lead, motivate, and manage a team of customer service and sales agents to meet and exceed performance metrics.

• Conduct regular coaching sessions to provide feedback and support professional development.

• Implement training programs to enhance team skills and knowledge in service delivery.

• Monitor team performance against KPIs, analyzing data to drive continuous improvement.

• Foster a positive team culture that encourages collaboration and accountability.

• Collaborate with management to develop and implement strategies for operational efficiency.

• Address and resolve team challenges, ensuring high morale and engagement.

Key Responsibilities:

• Handle incoming customer inquiries via phone.

• Provide accurate information about products and services, addressing customer concerns effectively.

• Process orders, returns, and account updates, ensuring all transactions are completed accurately.

• Document customer interactions and maintain detailed records in the system.

• Maintain a strong understanding of company policies and procedures to provide accurate guidance.

• Strive to meet individual and team performance metrics, including customer satisfaction and response time.