Professional Overview

I am a bilingual, results-driven Team Manager with hands-on experience across customer support, technical assistance, and team leadership within the BPO industry. My journey from frontline representative to subject matter expert and now team leader reflects my strong adaptability, commitment to growth, and passion for delivering top-tier service. I specialize in team coaching, service quality, and operational efficiency, with a proven track record of improving performance and customer satisfaction.

Core Skills & Expertise

• Team Leadership & Coaching

• Customer Service & Technical Support

• Performance Monitoring & Feedback

• Problem Solving & Escalation Handling

• Communication (Phone, Email, Chat)

• Time Management & Prioritization

• Process Documentation & Updates

• Service Quality Assurance

• Customer Needs Analysis

• Bilingual Communication (Spanish & English)

Tools & Technology

• CRM Systems

• Ticketing Platforms (e.g., Zendesk, Salesforce, or similar)

• Quality Assurance Dashboards

• Microsoft Office Suite (Excel, Outlook, Word)

• Internal Knowledge Bases & SOP Management Tools

• Multichannel Communication Tools (Chat, Email, Phone Support Systems)

Why Choose Me?

I bring more than just experience—I bring impact. I thrive in fast-paced, service-driven environments where performance, collaboration, and customer experience are at the core. My background in technical and customer support, combined with leadership and coaching skills, allows me to drive team results and service excellence consistently. I’m committed to continuous improvement, both for my team and myself, and I’m ready to contribute to any organization where growth, leadership, and service matter.