Daniel Rodríguez Senior Team Lead (Assistant Call Center Manager)

Coach

Asurion

Apr 2025 - Current (1 year 2 months)

As a Coach, I was responsible for developing training programs and guiding individuals to achieve their personal and professional goals. I provided one-on-one coaching sessions, facilitated group workshops, and created tailored development plans to enhance performance. Additionally, I utilized CRM systems to streamline communication and manage client interactions effectively. Specifically, I employed Salesforce for backend operations, which included distributing, reviewing, and assigning tickets, as well as managing client communications through calls, chats, and emails. This integration of CRM tools not only improved my organizational efficiency but also enhanced the overall client experience by ensuring timely and effective support.

Senior Team Lead

IntouchCX

Aug 2023 - Nov 2024 (1 year 4 months)

In my role as Senior Team Lead in a BPO company, I led teams of 5 to 7 Team Leads in a high-pressure environment, managing daily operations and strategic planning to achieve the goals of the assigned lines of business. I focused on the creation and implementation of development programs for account leadership, aimed at enhancing coaching tactics, conducting root cause analysis, performing data analysis, and fostering leadership and assertive communication. Additionally, I utilized Google Workspace tools extensively, as the operation was hybrid and relied on ChromeOS. This included daily and continuous use of Sheets, Chat, Meet, Slides, Docs, Notes, Mail, Drive, and Forms for effective communication, reporting, and training, which contribute

Call Center Team Lead

IntouchCX

Nov 2020 - Aug 2023 (2 years 10 months)

As a Call Center Team Lead, I served as a production supervisor in a BPO company, supporting teams of 15 to 20 individuals in key aspects of customer service. My primary responsibilities included the development, performance management, motivation, and morale enhancement of the team members under my supervision, ensuring their success in delivering exceptional service. Additionally, I was tasked with creating and executing various action plans aimed at achieving outstanding performance. I utilized Microsoft Excel to download and analyze team performance data, organize requests from team members, and engage in strategic planning based on performance metrics, which allowed me to define quartiles and implement targeted improvements effectively

Team Leader (Supervisor)

Teleperformance

Oct 2019 - Nov 2020 (1 year 2 months)

As a Production Supervisor in a BPO company, I supported teams of 15 to 20 individuals in key aspects of customer service, focusing on the development, performance, motivation, morale, and overall success of my team members. My responsibilities included creating and executing various action plans to achieve outstanding performance. Additionally, I adapted to a hybrid operational model, utilizing tools based on ChromeOS for daily communications and reporting. This included the consistent use of Google Sheets, Chat, Meet, Slides, Docs, Notes, Mail, Drive, and Forms to facilitate training and enhance team collaboration, ensuring that all team members were well-informed and engaged in their roles.

Representante del servicio telefónico

Teleperformance

Nov 2017 - Nov 2019 (2 years 1 month)

Technical service and customer service telephone calls. Aiming for providing great experience and resolutions for client's users.

Daniel Rodríguez

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