Luis Sanchez
Team Lead
La Libertad
Summary
Dedicated and results-oriented Call Center Team Lead with experience guiding and supporting customer service representatives in fast-paced environments. Skilled in performance coaching, real-time monitoring, and implementing strategies to improve key metrics. Adept at training and mentoring agents to enhance productivity, efficiency, and customer satisfaction. Strong problem-solving and conflict-resolution abilities, with a commitment to fostering a positive and motivated team culture. Passionate about delivering excellent customer experiences and exceeding business goals.
Overview
8
8
years of professional experience
Work History
Team Leader
The Office Gurus
10.2021 - Current
- 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.
- Led by example, demonstrating commitment and professionalism that inspired team members to excel.
Call Center Representative
Concentrix
09.2016 - 08.2021
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Provided personalized assistance to clients, fostering strong relationships and promoting brand loyalty.
- Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
Education
Licenciatura En Administración De Empresas - Segundo Año Actualmente
UTEC
San Salvador, El Salvador 05.2001 -
Strategic Thinking Tools
ADP-Certifications
Planning & Monitoring Team Performance
ADP-Certifications
Leadership Styles
ADP-Certifications
Unlocking Team Performance
ADP-Certifications
Skills
Teamwork and collaboration
Team motivation
Problem-solving
Time management
Attention to detail
Timeline
Team Leader
The Office Gurus
10.2021 - Current
Call Center Representative
Concentrix
09.2016 - 08.2021
Licenciatura En Administración De Empresas - Segundo Año Actualmente
UTEC
05.2001 -
Strategic Thinking Tools
ADP-Certifications
Planning & Monitoring Team Performance
ADP-Certifications
Leadership Styles
ADP-Certifications
Unlocking Team Performance
ADP-Certifications
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