Tech stack
Salesforce, Gnatta, Loop
Zendesk, Microsoft Tools, HTML, CSS
Work History
🤘 Team Leader | Teleperformance
July 2022 - Present
As a Team Lead:
- I trained and coached staff
- Handled escalations
- Facilitated meetings
- Approved leaves and transactions
- Handled payroll information and rosters
- Attended briengs and management training
- Organized engagement activities
- Monitored the quality of my team's work
💪 Quality Analyst | Teleperformance
April 2022 - July 2022
As a Quality Assurance specialist:
- Developed call monitoring practices
- Monitored calls, chats, and emails
- Reported data and trends to management
- Tracked individual and team progress
- Participated in client and consumer listening initiatives
- Managed and organized call sessions and provided feedback to the team.
👨🏾💻 Customer Care Representative | Teleperformance
April 2021 - April 2022
As a Customer Service Representative, I managed a large
volume of incoming calls, chats, and emails. I identied and
assessed customers' needs, provided accurate and complete
information, and met personal and team targets.
- Handled customer complaints
- Kept records of interactions
- Processed accounts, and filed documents
- Followed established procedures, guidelines, and policies, and even trained new hires
👨🏾💻 Customer Care Representative | Telus International
October 2020 - April 2021
As a Customer Service Representative for the MoneyGram
project, I have learned that empathy, professionalism, and
patience are key for success in this role.
- Translation for clients and providing support on the floor
- Kept records of interactions
- Processed accounts, and filed documents
- I was recognized as a top performer and focused on improving myself.
👮🏻♂️ Armed Officer | Bundeswehr
January 2016 - September 2020