I am a team leader with more than 5 years of experience in customer service, sales, and data analysis within the BPO industry.
My background is focused on improving operational performance, managing KPIs, and building efficient processes that increase customer satisfaction and team productivity.
I have led customer service teams for a major regional bank, coordinating people, monitoring service indicators, and analyzing business results to support decision-making.
I also have experience in telephone support, debt collection management, and client relationship handling, which strengthened my communication, negotiation, and conflict resolution skills.
I enjoy working with data, reports, and continuous improvement initiatives, and I use analytical tools and metrics to identify deviations and optimize workflows.
I am motivated by team development, coaching, and creating a positive work environment where people can grow professionally and deliver strong results.
Lead customer service team for an important regional bank. Responsible for monitoring operational indicators, analyzing client business results, coordinating team members, correcting process deviations, interacting with clients, preparing quantitative and qualitative reports, supporting commercial strategies, tracking campaign goals, implementing continuous improvement processes, and developing motivational feedback actions.
Telephone operator for Banco Hipotecario. Managed early and advanced delinquency, customer service, and client relationship handling.
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