Karen Silva Leal CS Manager & Quality Assurance Analyst

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Customer Success Team Lead

B9 inc

Jun 2023 - Current (2 years 11 months)

As a Success Team Lead from a banking-oriented company, it is my responsibility to ensure the performance of our customer service team. I focus on delivering results and meeting key performance indicators (KPIs) such as AHT, CSAT, and QA. Additionally, I organize weekly performance meetings with the Senior Manager to present numbers and provide suggestions for improvement in any areas that may need attention. Some of my other tasks include QA monitoring using RingCentral and Zendesk, where I audit more than 40 tickets and 40 calls per week. During this process, I offer personalized feedback in one-on-one sessions for each agent to address their specific areas of opportunity or commend their good behavior. I am constantly monitoring the cal

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Quality Analyst

TATA CONSULTANY SERVICES

Jul 2022 - Sep 2022 (3 months)

Live and record monitoring for the agents to detect areas of opportunity either in their process or in their behavior with the Customer using Verint as a system. Made sure to process the proper documentation and provide detailed reports, findings, and solutions on the matter. Assist the TM in 1on1 coaching sessions, provide feedback to the agents, and work together to create an action plan to improve their metrics. Use Canva to create flyers and eye-catching updates for the agents based on new processes or quick tips for their interactions.

[TEAM MANAGER]

Sutherland

May 2020 - Jun 2022 (2 years 2 months)

[Lead of the launching of a who new back-office project in Mexico and the only POC between the UK Client and Sutherland Mexico. Developed solutions and update old procedures to be more efficient. Constant guidance to my agents to they can reach a manager level as well. Daily meetings with the client to discuss action plans or KPI's. I was also in charge of the QA monitoring for my team, payroll, interviews for recruitment and managing schedules to benefit both the program and the consultants. Knowledge on usage of ticketing system "Zendesk".] [JUL.2022] – [SEP.2022]

[CUSTOMER SERVICE REPRESENTATIVE]

Sutherland

Nov 2018 - May 2020 (1 year 7 months)

[Take care of client's personal data, make sure to maintain their bank accounts protected against fraudulent activity, as well as their debit/credit cards, blocking for lost/stolen and ordering replacements]

[CUSTOMER SERVICE REPRESENTATIVE]

Netflix

Oct 2017 - Nov 2018 (1 year 2 months)

[Provide the best customer experience while resolving their issues with their Netflix account. Tech support, customer service and soft billing were involved. I occasionally was floor support while my TM was busy or on a meeting.]

[CUSTOMER SERVICE REPRESENTATIVE]

Sitel

Sep 2016 - Aug 2017 (1 year)

[Front line for customer service representative and tech support. We also managed soft billing and retentions. Provide the customer a First Time Solution to avoid Re-Contact and schedule technicians to go to the Customer's home to fix physical issues.]

[QUALITY ANALYST]

Tata Consultancy Services

[Live and record monitoring for the agents to detect areas of opportunity either in their process, or on their behavior with the Customer. Provide detailed reports on findings and solutions on the matter. Assist the TM on 1on1 coaching sessions to provide feedback and create an action plan]

Karen Silva Leal

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