Angel Guilllermo Chirinos Leon Team Manager | Data Analysis | Continuous

Customer Service Team Leader

Infosys BPM

Jul 2022 - Aug 2023 (1 year 2 months)

Account: Verizon Responsibilities: • Leading & Coaching team members in a call center environment • Coordinating trainings with the training team to ensure right skill sets are available to support the customer • Interviewing Customer Service reps based on behavioral and professional competency requirements, as necessary • Experience working with call center matrices and preparing action plans to improve performance of individuals or team. • Implementing career development/succession plans for direct reports and SMEs • Monitoring daily, weekly, monthly dashboards, as necessary to ensure compliance of agreed SLAs • Supervising allocation of work to agents without impacting the agreed turn around and to ensure that commitments on call

Customer Service Team Leader

Sitel Group

Nov 2021 - Jul 2022 (9 months)

Account: Yardi Responsibilities: • Measure team's performance against specific metrics, production objectives, performance against goals, quality level, and employee development and retention. • Motivate and contribute to the personal and professional development of the team members. • Continuously encourage team members to improve their performance, quality and metrics and document these interactions • Propose action plans and activities to motivate the team(s) • Conduct one-to-one meetings with Customer Service Representatives • Review performance, metrics, issues, absenteeism, tardiness, and goal achievements in a biweekly basis.

Quality Auditor

Sykes

Sep 2019 - Nov 2021 (2 years 3 months)

Accounts: Cisco Tac Access, Sungard AS and Unitas Global Responsibilities • Support every aspect of internal audit quality system program from audit planning, implementation, feedback and re-audit as required. • Collaborate with supervisors for performance enhancement of least performing personnel. • Identify, estimate and correct deviations and defects in quality system process. • Configure management required audits and perform customer staging. • Inspect, monitor, record and report quality data for production and incoming Inspection activities to assist in operations. • Enhance quality across organization and provide steady performance to clients

Customer Service III

Sykes

Jun 2019 - Sep 2019 (4 months)

Customer Service Representative of Capital One Bank at Sykes San Pedro

Sales and Services Representative III

Sykes

Aug 2018 - Jun 2019 (11 months)

Angel Guilllermo Chirinos Leon

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