Patz Patricio

Dynamic professional with extensive experience at IntouchCX, excelling in staff management and process improvement. Proven track record in mentoring teams and enhancing operational efficiency. Skilled in complex problem-solving and relationship building, driving performance to meet KPIs while fostering a collaborative environment. Committed to delivering exceptional customer service and achieving organizational goals.

Supervisor at IntouchCX (2023-03 – 2026-03)

Dynamic supervisor role managing performance, team leadership, operations, and escalation handling in a contact center environment.

• Performance Management & Reporting: Monitoring live agent performance, auditing quality, and providing regular feedback to meet team KPIs.
• Team Leadership & Support: Mentoring, coaching, and motivating agents, conducting team meetings, and fostering a positive work environment.
• Operations & Scheduling: Managing daily operations, creating shift schedules, and ensuring compliance with company policies and client requirements.
• Escalation Handling: Resolving complex, non-standard customer issues (escalations) that agents cannot handle alone.
• Training & Onboarding: Supporting new hire training and implementing individual development plans for team members.
• Technical Troubleshooting: Assisting with technical issues regarding telephone systems and computer programs

Subject Matter Expert at IntouchCX (2022-12 – 2023-02)

Subject Matter Expert responsible for process expertise, escalation management, training, quality assurance, and process improvement.

• Process Expertise & Support: SMEs hold advanced knowledge of processes, policies, and procedures, acting as the go-to person for complex queries.
• Escalation Management: They handle complex customer escalations, troubleshoot unique problems, and reduce the need for supervisor intervention.
• Training & Mentorship: SMEs train new hires, mentor existing agents, and assist in creating, updating, and validating training materials and documentation.
• Quality Assurance & Compliance: They perform audits on agent calls/transactions, ensuring accuracy and adherence to company policies, regulatory guidelines, and client SLAs (Service Level Agreements).
• Process Improvement: They identify bottlenecks in operations and suggest or implement improvements to boost efficiency.

Technical Support Agent at VXI (2020-07 – 2021-12)

Provided technical assistance and support to customers via multiple channels.

• Provide technical assistance and support to customers via phone, chat, or email.
• Troubleshoot basic technical issues related to devices, software, or connectivity.
• Guide customers through step-by-step solutions in a clear and professional manner

Financial Advisor at Sitel/Foundever (2018-07 – 2020-08)

Provided remote financial planning, investment advice, and insurance solutions to clients.

• Provides remote financial planning, investment advice, and insurance solutions to clients via phone, email, or chat.
• Key responsibilities include assessing client needs, recommending tailored products, managing portfolios, and maintaining compliance with financial regulations.
• They often work with retail/business banking, focusing on customer education and relationship building

No Degree in Information Technology – Interface Computer College (2010-06)