I am an appointment-setting supervisor with nine years of experience in call centers and customer-facing roles. I specialize in operational leadership, appointment scheduling, team coordination, and customer relationship management.
I train and coach both new and experienced agents, helping them improve their professional performance and achieve operational objectives. I also conduct call quality audits and use performance indicators to identify improvement opportunities.
I have strong experience in planning, reporting, team motivation, and performance monitoring. I organize challenges and team-building activities to strengthen collaboration and improve collective results.
My background also includes customer advisory, immigration case support, sales support, telemarketing, administrative communication, and data analysis. I am comfortable managing client relationships, preparing documentation, and coordinating with internal and external stakeholders.
I am organized, resilient, adaptable, and able to work effectively under pressure. I combine leadership, active listening, communication, and problem-solving skills to create productive and customer-focused work environments.
I am ready to use my organizational abilities, leadership experience, and proficiency with office and reporting tools to contribute to an ambitious organization.
Manage client appointments effectively and optimize scheduling to facilitate smooth communication. Define objectives and deliverables with clients, then develop detailed plans covering stages, resources, and deadlines.
Coordinate teams and stakeholders, monitor progress, and identify risks to ensure successful project delivery. Serve as the primary contact, maintaining clear and transparent communication between clients and teams.
Trained and coached new recruits and experienced agents to improve professional performance. Audited and evaluated call quality using performance indicators to assess agent effectiveness.
Identified improvement areas and proposed targeted training for struggling agents. Prepared regular reports on production quality and target achievement, organized team challenges and team-building activities, and supported the profitability and performance of the call center.
Advised and supported clients with immigration projects by analyzing their files and preparing visa applications, ensuring compliant submissions and helping accelerate processing.
Conducted proactive monitoring of immigration laws and regulations, assisted clients during interviews and administrative procedures, developed relationships with strategic partners, promoted company services, and supported customer retention.
Ensured compliance with internal regulations and applicable standards. Collected and analyzed numerical data to support strategic decision-making and drafted and managed correspondence according to established procedures.
Communicated company strategy internally and externally, prioritized tasks to reduce stress, and supported productivity and compliance in daily operations.
Prepared varied written content with accurate grammar and spelling, synthesized complex information, managed official correspondence, and ensured compliance with internal regulations and applicable standards.
Planned daily tasks, collected data for effective decision-making, managed a team of collaborators, and organized training activities. Contributed strategic ideas and maintained autonomy through rigorous organization and consistent deadline management.
Analyzed customer needs to provide accurate advice and build loyalty. Mastered product offerings to inform customers and guide purchasing decisions.
Developed persuasive sales arguments to support continuous sales growth and analyzed customer and business contexts to remain proactive and propose relevant solutions.
Welcomed and directed the public in person and by telephone, providing professional reception on behalf of the company. Analyzed customer data to recommend personalized services and strengthen customer loyalty.
Updated information displays to help visitors identify and access the appropriate services.
Diplôme approfondi de la langue française (DALF C2), French Language
Master 1, Business Law
Bachelor's Degree, Private Law
DEUG, General Law
Baccalaureate A4, Spanish Literature, Modern Literature, and Languages
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