Profile
Call Center Supervisor with 7 years in bilingual operations. Lead a team of 15 agents on a customer service campaign, tracking service KPIs and coaching each agent individually.
Skills
Education
B.B.A. in Business Administration
Metropolitan University · 2018
Team Leadership Certificate
Chamber of Commerce · 2022
Languages
SpanishNative
EnglishFluent
Professional Experience
Operations Supervisor
International Contact Centre · 2021 – Present
Leads a team of 15 agents on a bilingual customer service campaign across rotating shifts.
Tracks team service KPIs, presenting the weekly report to operations management.
Monitors calls for quality assessment and runs one-on-one coaching sessions with each agent.
Manages escalation of complex cases and coordination with client support teams.
Senior Bilingual Agent
International Contact Centre · 2018 – 2021
Handled customer enquiries in English and Spanish for a financial services account.
Supported new agent onboarding, shadowing their first weeks on the floor.
Consistently maintained the quality metrics required by the account.
Certifications
Team Leadership — Chamber of Commerce, 2022