Professional Overview

With more than 10 years in the contact center industry, Juan Carlos has held key roles ranging from Customer Service Agent to Call Center Supervisor. His career highlights include boosting satisfaction scores above company benchmarks, coaching agents into leadership positions, and collaborating with training teams to implement regional support tools. His experience spans technical support, billing resolution, team coaching, and quality assurance. Juan Carlos blends people-focused leadership with strategic problem-solving, ensuring both employee growth and customer loyalty.

Core Skills & Expertise

• Call Center Operations & Leadership

• Team Coaching and Development

• Performance Management & KPIs

• Customer Satisfaction & Retention

• Conflict Resolution & Escalation Handling

• Process Improvement & Training Support

• Quality Assurance Monitoring

• Bilingual Communication (Spanish / English)

• CRM Systems & Productivity Tools

• Sociological Insight into Consumer Behavior

Why Choose Me?

I bring a rare combination of frontline experience and strategic leadership, with a proven track record of turning challenges into measurable success. I not only manage performance—I mentor people, build efficient systems, and contribute to long-term operational improvements. My approach is grounded in empathy, driven by data, and focused on solutions. If you're looking for a leader who understands the human and business sides of customer service, I’m ready to bring both insight and impact to your team.