Professional Overview

Results-driven bilingual professional with over 12 years of experience in the call center and BPO industry. Skilled in leading high-performing teams, managing direct sales operations, improving customer retention, and enhancing service quality. Adept at training, coaching, and mentoring agents to exceed KPIs, while maintaining strong customer satisfaction ratings. Known for optimizing workflows, managing staffing strategies, and driving performance through structured quality assurance processes. Brings a leadership style that is proactive, hands-on, and focused on delivering measurable results in dynamic, high-volume environments.

Core Skills & Expertise

• Team Leadership (15–40+ agents)

• Direct Sales & Upselling Strategy

• Customer Retention & Satisfaction (CSAT 98%)

• Bilingual Communication (English & Spanish)

• Quality Assurance & Call Monitoring

• Agent Coaching & Development

• New Hire Training & Onboarding

• KPI & SLA Management

• Report Generation (Daily/Weekly)

• Conflict Resolution & Escalation Handling

Tools & Technology

• Microsoft Office Suite (Word, PowerPoint, Outlook)

• Advanced Excel (PivotTables, VLOOKUP, Macros, Data Analysis)

• CRM and Call Monitoring Systems

• Workforce Planning & Scheduling Tools

• Real-Time Metrics Dashboards

• Payroll and Attendance Management Systems

Why Choose Me?

With over a decade of experience managing customer-facing teams and sales-driven operations, I bring a blend of technical insight, leadership strength, and customer-centric focus. I have consistently led teams to exceed sales and service benchmarks through targeted coaching and data-driven management. My bilingual skills allow me to effectively communicate across diverse teams and customer bases, while my background in training and quality assurance ensures long-term performance gains. I thrive in roles that challenge me to lead with purpose, innovate, and build high-impact teams that deliver exceptional results.