Alajuela, Alajuela, Costa Rica
👋 Welcome to my LinkedIn profile! With 17 years of extensive experience in contact centers and IT support, I've had the privilege of working in diverse areas, including Customer Service, Help Desk, Tier 1/2 IT Support, Sales. on different positions and leadership roles, from back office with chat/email support to full phone support on site and on remote locations over the past 3+ years. 🚀 Over the past 4+ years, I've embraced leadership roles as a dedicated Team Lead. From overseeing teams covering from billing processes to managing fully remote IT/Gaming operations, Always looking to work with consistency and the highest QA standards, to ensure exceptional service delivery to our internal and external parties. 💡 Leading agents to sucess, technology and CS/IT areas are not just my profession; they are my passion, but also, helping our people. and because of this, I'm constantly seeking opportunities for the team self-development and growth, not only to achieve metrics but also to foster the career improvement of each team member. 🤝 I'm a committed team player and I firmly believe in creating a healthy and collaborative environment for everyone. My open-door policy encourages communication and support, fostering a sense of belonging and empowerment. If you're looking to connect with a driven professional who can enhance your team's performance and promote a positive work culture, please reach me! I'm currently looking for a New Challenge! Together, we can leverage technology, drive business success, and inspire individual growth together! #CustomerService #ITSupport #TeamLeadership #GamingIndustry #ProfessionalDevelopment #TL #Gaming #RemotePosition #OnSite
Provided customer support to restaurant partners, handling inquiries and resolving issues efficiently. Assisted with platform usage, account setup, and troubleshooting while managing communications via calls and email with timely follow-ups. Maintained accurate CRM records and delivered a strong customer-focused experience.
Outbound Sales Team Lead for DoorDash
As a fully Remote Player Support Team Lead on the Activision Gaming Support Account at Movate, I managed different teams of Player Support agents, for games as Call of Duty Modern Warfare, CoD Mobile, Crash Bandicoot and other cross-platform titles and across all platforms, from PlayStation, XBox and PC to mobile devices as Android and iOS due to this have gained extensive experience in various areas of responsibility. These include not only the follow up and compliance of metrics and product knowledge, but performance management, monitoring KPIs, compliance, improvement programs, retraining, and conducting regular 1:1 sessions with team members. Additionally, I have handled administrative tasks such as payroll reports, attendance tracking and other agents personal related circumstances. In my role, I have been involved in new prospect hiring, and actively participating in remote client meetings. I have also provided internal agents with training on specific tools and processes as requested by Activision as the only POC. Furthermore, I have contributed to the creation of different Standard Operational Processes for the account and developed and conducted different comprehensive Leadership/Team Lead Training Decks for recently promoted leadership newcomers along with all the remote sessions involving such areas. As a dedicated Team Lead, my primary goal was to support the growth and development of team agents within the company. I provide personalized coaching, conduct regular 1:1 sessions, and facilitate team huddles to ensure continuous improvement. I employ various techniques such as SMART Coaching, the GROW model, Kanban, and problem-solving methods as The 5 Why’s, and the Golden Circle to drive agent and team performance, while also ensuring metric follow-up and compliance.
Internally Promoted to Team Lead: Billing support and Resolution for in-Store Purchases. leveraging in-depth product knowledge and a personal approach. Successfully managed four high-performing teams within Snap Customer Service Department, consistently outperforming other US teams in terms of metrics and results. As a Team Lead, my responsibilities included providing coaching and feedback to representatives, conducting daily coaching sessions tailored to their performance, and ensuring they remained motivated and up-to-date on evolving processes. I handled escalated case resolution, verification assistance, agent phone escalations, and conducted comprehensive retraining to address knowledge gaps and improve performance. I also supported agents with personal needs that may have impacted their metrics, while providing assistance and support to supervisors and managers. I actively organized team activities to promote engagement, performance, and recognition among team members. In recognition of my efforts, I received four Snap Award Nominations, including the Fourth Quarter Nominee of 2017, and First, Second, and Fourth Nominations of 2018 for outstanding team performance as a Team Lead.