Vladimir Serna
TeamLead
Santiago De Cali
Summary
Experienced TeamLeader time role that presents professional challenges and leverages interpersonal skills, effective time management, and problem-solving expertise, experienced in coaching employees focusing in metrics-performance improvement.
Overview
8
8
years of professional experience
Work History
Team Leader
TASKUS COLOMBIA S.A.S
10.2021 - 08.2024
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
- Mentored junior staff members, helping them develop their leadership potential and advance in their careers.
- Managed conflict resolution among team members, fostering a positive and collaborative work environment.
- Provided ongoing support to direct reports, addressing concerns or questions promptly so they could remain focused on their tasks.
Team Leader
Accedo 24-7
06.2020 - 06.2021
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
- Mentored junior staff members, helping them develop their leadership potential and advance in their careers.
- Collaborated with other department leaders to establish shared goals and ensure alignment across teams.
- Increased customer satisfaction with prompt and accurate issue resolution, leading dedicated customer service team.
Customer Service Representative
Accedo 24-7
06.2016 - 06.2020
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
Education
High School Diploma -
Gilberto Alzate Avendaño
Argelia, Colombia 05.2001 -
Skills
Team Supervision
Teamwork and Collaboration
Work Planning
Mentoring
Quality Improvement
Documentation And Reporting
People Management
Employee Evaluation
Performance Improvement
Timeline
Team Leader
TASKUS COLOMBIA S.A.S
10.2021 - 08.2024
Team Leader
Accedo 24-7
06.2020 - 06.2021
Customer Service Representative
Accedo 24-7
06.2016 - 06.2020
High School Diploma -
Gilberto Alzate Avendaño
05.2001 -
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