José Luis Amorone

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CommOps Marketplace Team Lead

Airtm

Nov 2023 - Actual (1 año 8 meses)

• Supervised and managed a team of five agents from different countries and backgrounds. • Tracking customer service tickets, ensuring efficient and satisfactory resolution of incidents. • Establishment of key performance indicators and metrics to optimize processes. • Data analysis using SQL queries performs quality control checks and ensures data integrity. • Since joining as lead, my team has become the most efficient regarding response time, resolution, and CSAT. • I was part of the cross-functional team implementing Argentina's physical credit card system.
Marketplace CX Agent

Airtm

• Airtm is a Fintech Startup with over 1 million users worldwide. My role was to ensure the performance and quality of all users interacting in our P2P marketplace, which includes over 600 different payment platforms in over 200 countries. • Customer support through email and chat. • Evaluate complaints and suggestions to ensure adequate fees and commissions for our users. • Monitor the marketplace's health by establishing quality and quantitive rules for cashiers and regular users.
General Support CX Agent

Airtm

• Due to my outstanding performance and knowledge in web development, I was assigned to the Bugs sub-team. • Testing, evaluating, and reporting failures on the different features of the platform.

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