Bilingual Operations & Customer Experience (CX) Supervisor

Led and developed a high-performing team of 20+ customer service agents, consistently exceeding performance targets by maintaining a 90%+ target achievement rate. Boosted team quality metrics, maintaining QA scores above 85% through targeted root-cause analysis, continuous coaching, and structured feedback loops. Optimized operational efficiency by analyzing key performance indicators (AHT, SPH, ECR) to identify bottlenecks and implement continuous improvement strategies. Designed and executed tailored Performance Improvement Plans and engagement strategies, significantly reducing voluntary team attrition. Successfully managed critical high-tier customer escalations, ensuring rapid dispute resolution while safeguarding Customer Satisfaction levels. Partnered cross-functionally with Workforce, QA, and Training departments to align resources, ensure SLA compliance, and maintain operational continuity during change management processes. Translated complex operational data into actionable insights, creating comprehensive data-driven performance reports for key stakeholders to drive business decisions.

Provided high-quality support to customers regarding account management, general inquiries, and platform navigation. Efficiently resolved complex inquiries related to financial transactions, including deposits, withdrawals, and account restrictions. Maintained high customer satisfaction and resolution rates by adhering to quality standards and operational guidelines.