Yoneidis M. I am offline now
AVAILABLE TO WORK
Dominican RepublicI am a bilingual customer service and operations professional.
I can work as a
- Admin Support
- Call Center Agent
- Customer Service Bilingual
$1600 /Month I accept:- Other
- PayPal
- +1
- Other
- PayPal
- +1
About me
Results-driven Senior Team Manager with 6+ years of experience in the BPO and customer service industry. Expertise in KPI management, SLA performance, and customer experience (CX). Proven ability to lead... More
Skills
Customer Service & Admin Support
Writing & Translation
Experience
Newtech S.R.L
Operations Supervisor – Inbound & Back Office
Supervised inbound and back-office teams, ensuring high-quality service delivery and compliance. Monitored performance metrics and implemented action plans to improve productivity and efficiency. Reduced error rates and improved processing accuracy through QA and coaching initiatives. Coordinated daily operations, staffing, and workflow distribution to meet service levels. Delivered ongoing coaching and performance feedback to agents, improving overall output.
Advensus - Newtech S.R.L
Customer Service Representative – Inbound & Back Office
Delivered high-quality customer support through inbound calls, emails, and back-office tasks, ensuring timely and accurate resolution of customer inquiries. Handled a wide range of customer concerns including account updates, service requests, troubleshooting, billing questions, and escalations. Maintained strong performance across KPIs such as AHT, QA, CSAT, and schedule adherence. Processed back-office cases efficiently, including data entry, account adjustments, documentation updates, and follow-up actions to ensure complete case resolution. Collaborated with cross-functional teams to resolve complex issues and provide customers with accurate information and solutions. Demonstrated strong communication skills in both English and Spanish, adapting tone to customer needs and ensuring a positive service experience. Utilized multiple systems and CRM platforms to manage customer accounts, document interactions, and retrieve necessary information. Consistently recognized for attention to detail, problem-solving, and maintaining professionalism in fast-paced environments. Supported new team members by sharing best practices, assisting with system navigation, and contributing to team performance and knowledge-building. Ensured compliance with company policies, data privacy standards, and service protocols while performing both front-line and back-office responsibilities.
Newtech S.R.L
Senior Team Manager – Customer Service Operations
Led and managed operational teams of 40+ agents, supervisors, and analysts, consistently achieving KPI and SLA targets. Improved overall team performance by 15%+ through data-driven strategies and continuous monitoring of key metrics (AHT, CSAT, FCR). Conducted Weekly Business Reviews (WBRs) with clients to align performance goals and optimize operational strategies. Implemented process improvements that increased efficiency and reduced operational gaps. Collaborated with cross-functional teams to streamline workflows and enhance service delivery. Mentored and coached supervisors, strengthened leadership capabilities, and improved decision-making. Supported recruitment, talent evaluation, and onboarding for supervisory roles. Promoted employee engagement initiatives, improving retention and team stability. Managed hybrid (WFH) operations, ensuring compliance with technical and performance standards.
Education
Certifications & Courses
Leadership and Management Skills
INFOTEP
Public Speaking, Ethics and Values
INFOTEP
Contact Center Operations
INFOTEP
English Language Program
APEC University
Languages
English
Overall skills: Advanced
Written Level: Advanced
Spoken Level: Advanced
Spanish
Overall skills: Advanced
Written Level: Advanced
Spoken Level: Advanced
Hourly Rate (USD):
$10
Experience:
6 years
English Level:
Advanced
Availability:
160+ hrs/month
Education:
Graduated from high school
Currently Employed:
No
Monthly Salary:
Negotiable
Looking for:
Long-term job
Can Work Immediately:
Yes
Yoneidis M.
General Information
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