Isaí Puente

Trilingual (English, Spanish, Portuguese) Service Desk Supervisor with 7+ years of customer-facing experience and a track record of improving SLA, AHT, FCR, and quality scores. Promoted from frontline agent to longest-tenured supervisor in a high-turnover environment; managed 13–30 agents per shift (avg. 15), led chat and voice teams, and implemented coaching and process improvements that delivered measurable short- and medium-term gains. Strong technical troubleshooting, escalation management, and data-driven coaching to ensure consistent service delivery and client satisfaction.

Supervisor - Hispanic Teleservices de Guadalajara - Monterrey, Nuevo Leon

(2019-08 - 2026-07)

Supervisor for first- and second-line technical customer support specializing in network connectivity and VPN troubleshooting. Progressed from front-line agent to floor support and then to supervisor, overseeing service delivery and agent performance to meet client SLAs and quality standards.

• Supervised an average of 15 agents per shift (range 13–30); managed staffing, schedules, coaching, and performance evaluations.
• Led the chat team for 2 years while primarily supervising voice support (~80% of time); supported predominantly US-based customers (≈90% English, 10% Spanish).
• Ensured compliance with KPIs including AHT, FCR, quality and SLA targets through real-time monitoring, feedback, and targeted coaching.
• Owned escalation process for unresolved issues, coordinating with corporate teams via tickets to achieve resolution and promote single-contact resolution where possible.
• Implemented on-floor coaching and process improvements to raise quality scores and agent efficiency.

Data Analyst - TEASA SA de CV - Guadalupe, Nuevo Leon

(2017-02 - 2019-02)

Data Analyst supporting environmental monitoring operations: validated field-collected datasets, analyzed results, and produced client-ready reports in Excel to inform decision-making.

• Processed and validated environmental data collected by field teams, ensuring accuracy and consistency for reporting.
• Transformed analysis into standardized Excel reports used by clients to assess environmental conditions and compliance.
• Worked closely with an Environmental Engineer to apply industry methods and maintain data quality and interpretation standards.
• Trained and mentored an engineering apprentice in data analysis and reporting workflows.

Bachiller - Preparatoria no.7 Oriente UANL (2011-05 - 2013-06) San Nicolas de los Garza, Nuevo Leon