SeniorCustomer Service Specialist & Team Manager|4+ years leadershipExperience

Overview

Looking for any work (8 hours/day)

at $4.24/hour ($818.18/month)

Associates degree

Last Active

February 27th, 2026 (98 days ago)

Member Since

August 23rd, 2024

Profile Description

BPO Team Leader
| Customer Service Expertise

With 5 years of experience in managing and leading high-performing teams in the BPO industry, I have developed a strong skill set in team leadership, customer service excellence, process optimization, and performance management. My expertise lies in ensuring the smooth operation of daily activities, coaching and mentoring agents, and driving team productivity and morale to meet and exceed business objectives.

Key Responsibilities:

Team Leadership & Development: Supervised and coached a team of customer service representatives, providing guidance and performance feedback to improve individual and team performance.
Operational Excellence: Managed day-to-day operations, ensuring that team targets (KPIs) and SLAs (Service Level Agreements) are met consistently.
Quality Assurance: Conducted regular monitoring and evaluations of agents' performance to ensure adherence to company policies, procedures, and quality standards.
Problem Resolution: Addressed customer complaints and escalated issues, ensuring swift resolution while maintaining a high level of customer satisfaction.
Training
Development: Delivered training programs for new hires and continuous learning sessions to improve team skill sets and performance.
Reporting & Analysis: Generated and presented performance reports to senior management, providing insights on trends, challenges, and improvement opportunities.
Process Improvement: Identified areas for process improvement, implementing strategies that increased team efficiency and overall customer satisfaction.

Key
Skills & Tools:

Team Management & Collaboration: Microsoft Teams, Slack, Trello, Zoom
CRM & Customer Support: Salesforce, Zendesk, Freshdesk, HubSpot
Call Center Operations: Avaya, Genesys, Five9, RingCentral
Performance Monitoring & Reporting: Google Sheets, Power BI, Tableau, NICE Systems, CallMiner
Quality Assurance & Monitoring: Verint, Calabrio, NICE inContact
Training & Development: Moodle, TalentLMS, Camtasia
Scheduling & Shift Management: When I Work, Deputy, Workforce Scheduler