Ricardo Andres Cabana Lagares

Customer experience lead

Spreetail

Oct 2023 - Current (2 years 6 months)

Managed a team of 12 customer experience specialists, overseeing both US-based and Filipino personnel. Conducted quality assurance assessments for phone calls and emails, providing weekly coaching sessions and constructive feedback to enhance performance. Monitored key metrics such as Average Handling Time (AHT) aiming for under 220 seconds and Quality Assurance (QA) targeting above 85%. Additionally, managed the Emails Per Hour (EPH) metric, maintaining an average of 30-40 emails per hour. Developed and implemented action plans to address and improve negative feedback stemming from delivered orders with suboptimal conditions or undelivered packages.

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Product support analyst

CSG Forte

Jul 2023 - Sep 2023 (3 months)

Provided product analyst support for CSG Forte B2B payments and financial consulting services catered to merchants in the United States and Canada. Addressed fundamental technical issues related to merchants' business devices, introduced new consumer products, and conducted transaction searches to facilitate the provision of essential information for settled payments. Orchestrated the dispatch of transaction batches to merchants, ensuring seamless financial operations.

Operations supervisor

ContactPoint 360

Mar 2022 - Apr 2023 (1 year 2 months)

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Supervisor Backoffice

Chats and Inbound calls

Mar 2022 - Apr 2023 (1 year 2 months)

Responsible for a hybrid line between inbound and back-office calls for American Water. In charge of monitoring the calls that agents receive directly from third-party providers and the processing of customer service tickets, as well as conducting coaching sessions, feedback, and recognition of agents. Responsible for pre-payroll, attendance, adherence, and both financial and operational KPIs. The KPIs we handle in the lines that were under my supervision were CSAT (Customer Satisfaction Survey) above 87% as the target, AHT lower than 360 seconds, ART (Average Response time) under 2 minutes, hold time under 2 minutes, wrap-up time between calls under 30 seconds, cross-sells rate above 25 %, and save rate (retention chats team members only)

Customer service

Contact Point 360

Jan 2021 - Feb 2022 (1 year 2 months)

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Customer Service Representative and Team Leader

Jan 2021 - Feb 2022 (1 year 2 months)

Responsible for updating equipment at clients, technical service, and updating data for the Medical Guardian campaign. As TL, I monitor new and old campaign agents, provide them with daily call feedback, support campaign agents, and participate in daily case reviews. I focused on AHT for under 8 minutes and Empathy statements due to working with elderly people.

Customer service agent

Teleperformance Spain

Sep 2020 - Dec 2020 (4 months)

Customer Service Representative

Teleperformance

Sep 2020 - Dec 2020 (4 months)

Advocate in charge of providing customer service in the campaign for United Health Care. Responsible for updating data, changing assigned doctors, providing information on what the assigned health plan includes, and sending documents.

Advocate

Sitel Group

Jul 2020 - Sep 2020 (3 months)

Customer service agent

Sitel Group

Mar 2020 - Jun 2020 (4 months)

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Production director

IA Asesores & Consultores SAS

Jul 2017 - Mar 2020 (2 years 9 months)

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Production Director and Executive Chef

IA Asesores & Consultores SAS

Mar 2016 - Feb 2020 (4 years)

Responsible for the excellent operational performance of the restaurant, in charge of the relationship and control of suppliers. Head of the kitchen team and in charge of all restaurant staff.

Customer service representative

Concentrix

Feb 2016 - Jun 2017 (1 year 5 months)

Customer Service Representative

Concentrix

Customer service representative for AT&T prepaid lines for the United States. Responsible for solving basic technical problems, offering new consumer products, and receiving payments from customers.

Ricardo Andres Cabana Lagares

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Ricardo Andres Cabana Lagares