Jose Martinez
Service And Technical Supervisor
Quezaltepeque
Summary
Talented Team Leader experienced and dedicated to enhancing employee satisfaction and business success. Diplomatic and friendly with proven commitment to employee training. Hardworking team player bringing necessary experience and knowledge to tackle any operational demand.
Overview
12
12
years of professional experience
3
3
years of post-secondary education
2
2
Languages
Work History
Team Leader
Concentrix
San Salvador, Departamento de San Salvador
01.2020 - 03.2025
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
- Mentored junior staff members, helping them develop their leadership potential and advance in their careers.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Evaluated team member performance against established objectives during regular reviews, offering praise for achievements or identifying areas requiring further development.
- 3 Daily coaching plus follow ups documented
- 50 QA inspections a month
Support Role
Convergys
San Salvador, Departamento de San Salvador
01.2016 - 01.2020
- Proven ability to learn quickly and adapt to new situations.
- Skilled at working independently and collaboratively in a team environment.
- Worked well in a team setting, providing support and guidance.
- Managed time efficiently in order to complete all tasks within deadlines.
- Worked effectively in fast-paced environments.
- Worked flexible hours across night, weekend, and holiday shifts.
Tecnical and Care Representative
Stream Global Services
San Salvador, Departamento de San Salvador
01.2013 - 01.2016
- Managed high call volume, ensuring timely response and effective resolution to all customer concerns.
- Developed a comprehensive knowledge of product offerings to better assist customers with informed recommendations.
- Delivered exceptional service by consistently meeting or exceeding performance metrics for quality, speed, and accuracy.
- Built rapport with customers through empathetic listening and understanding their unique needs or preferences.
- Implemented upselling techniques to increase average transaction value and drive additional revenue growth.
- Increased customer satisfaction by addressing and resolving complex issues effectively.
Education
Some College (No Degree) - Psychology
UES
San Salvador, SS 01.2010 - 01.2012
High School Diploma -
Liceo Cristiano Reverendo Juan Bueno
San Salvador, SS 01.2005 - 01.2006
Skills
Teamwork and collaboration
Team motivation
Problem-solving
Quality improvement
Documentation and reporting
Coaching
Performance improvement
Overtime management
Analytical thinking
Goal setting
Key performance indicators
Issue resolution
Daily workflow improvement
Performance evaluations
Giving constructive feedback
Onboarding and orientation
Skills Summary - Microsoft Office
70%
Timeline
Team Leader
Concentrix
01.2020 - 03.2025
Support Role
Convergys
01.2016 - 01.2020
Tecnical and Care Representative
Stream Global Services
01.2013 - 01.2016
Some College (No Degree) - Psychology
UES
01.2010 - 01.2012
High School Diploma -
Liceo Cristiano Reverendo Juan Bueno
01.2005 - 01.2006
Similar Profiles
Gistela Y. BuenoGistela Y. Bueno
Sales Support Assistant at ConcentrixSales Support Assistant at Concentrix
Surbhi SinghSurbhi Singh
Senior Customer Service Representative at ConcentrixSenior Customer Service Representative at Concentrix
Carmen DeMicheleCarmen DeMichele
Account Executive at ConcentrixAccount Executive at Concentrix