Andi Picoy-Mun̈oz

Team Lead II

DOXA Talent

Apr 2023 - Current (3 years 5 months)

Customer Service Associate Manager

Wells Fargo

Sep 2016 - Aug 2022 (6 years)

Team Leader

Wells Fargo

Feb 2014 - Sep 2016 (2 years 8 months)

- pilot batch of top leaders nominated to undergone leadership effectiveness program that will run for 180days (Dec. 19, 2014) - (Jan. 16, 2015) MBTI Training

Team Leader

StarTek

Jun 2011 - Feb 2014 (2 years 9 months)

• Business support/subject matter expert • Manages a team and focused on agents’ development • Motivates and inspires the team to surpass their potentials • Handles escalated calls, complaints, questions and inquiries as necessary • Generate reports to monitor agents’ improvements • Conducts client trainings for updates as needed • Facilitates product training for managers/supports and agents • First batch of Training Assistants • Handled several Product Training classes for different departments for T-Mobile • Pioneered two lines of business • ABAY (TCC) Supervisor • Responsible in liaising business centric information the clients and frontlines: o Business Process Review Coordinator o Credits and Adjustments Audit POC o Events and Recogni

CSR II

StarTek

Oct 2010 - Jun 2011 (9 months)

• First batch of Training Assistants • Handled several Product Training classes for different departments for T-Mobile • Facilitated continuous education training for the agents • Handled escalations • Motivates and inspires the team to surpass their potentials • Subject Matter Expert • Helped in Pioneering a LOB

Customer Service Representative

StarTek

May 2010 - Oct 2010 (6 months)

- Provides customer service - Answers customer's billing inquiries - Informs customers about products and services

Andi Picoy-Mun̈oz

About

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