Manuel Taborda Costumer Experience Manager

Customer Experience Manager

EXL Service

Oct 2023 - Current (2 years 9 months)

• Managed operations and supervised a growing team, scaling from 30 to 80 agents within one year. • Monitored and improved KPIs such as NPS, CSAT, QA, ADH, CTR, lead conversation rate; by aligning team goals with client requirements and internal strategy. • Oversaw invoicing, budgeting, and vendor reconciliation, contributing to a margin increase from 7% to 22% in under two months. • Implemented operational improvements that shortened cycle times and increased accuracy across reporting and workflows. • Provided client-facing updates and resolution strategies on a daily basis. • Utilized Google Sheets to create dashboards that enhanced data visualization and reporting efficiency, supporting the operational improvements and KP

Senior CSR Supervisor of account

Accedo Technologies

Aug 2021 - Aug 2023 (2 years 1 month)

- Led a team of over 50 representatives, providing support for account performance, reporting, and service quality. - Coordinated travel arrangements and logistics for supervisors attending client meetings and in-person training, ensuring all details were meticulously planned. - Planned and reviewed itineraries, accommodations, and transportation for the leadership team, ensuring compliance with internal travel policies before final approvals. - Maintained strong client relationships, communicated performance insights, and resolved issues proactively. - Utilized Intercom to manage live customer chats, gathering valuable insights through conversation tagging and volume trends to enhance service quality. - Monitored team metrics and desi

Back Office Supervisor

Accedo Technologies

Oct 2020 - Aug 2021 (11 months)

• Introduced a new methodology to streamline the claims lifecycle, reducing processing time and client disputes. • Worked closely with support areas to define short-term corrective actions and long-term process optimizations. • Ensured internal communication was clear and consistent to prevent service misunderstandings. • Leveraged data management skills to automate weekly client performance reports using advanced Excel functions, significantly reducing reporting time by 60%. • Consolidated over 12 data sources into a single, structured dashboard utilized by leadership for informed decision-making. • Detected anomalies in billing reports through meticulous cross-referencing of internal data with client records, resulting in saving

Customer Service Representative

Accedo Technologies

Jan 2020 - Oct 2020 (10 months)

• Handled customer inquiries and claims, identifying root causes of delays. • Provided operational insights that later shaped team strategy and process redesign. • Built foundational knowledge of systems, customer behavior, and overall business flow.

Manuel Taborda

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