Lesly Estefani Hernandez León

Management of CX tool, support in customer service on payments and functionalities of the company's platform, management of Excel and support in management of Macros 360, HT, NPS, Productivity, among other management indicators.

• Worked to develop network by identifying and pursuing new leads, attending industry events and building rapport with clients.
• Maintained routine communication with clients to assess overall satisfaction, resolve complaints and promote new offerings.

Created efficient work schedules for each team member to maintain deadlines and keep shifts properly staffed. Quality management, Compliance monitoring, Indicator control; Customer Support; Technical help.

• Enhanced operational efficiency and reduced labor expenses by developing and optimizing standard practices.
• Led associate focus groups and meetings to obtain suggestions, address concerns or issues and foster positive relations among team members and management.