Results-driven Call Center Professional
Send a job offer directly to this candidate
Results-driven Call Center Professional with over 6 years of experience in fast-paced environments. Proven track record of driving team performance to exceed KPIs through targeted coaching and mentorship. Passionate about employee development, ensuring a supportive environment where staff voices are heard, leading to high retention and top-tier service quality.
Advisor - CCI Call Centers
(2016-04 - 2021-01)
Worked in an Australian campaign doing sales and service. I worked on broadband and TV services. In my roll I was expected to upsell and ensure my CSAT was above 80%
Advisor - Concentrix
(2023-07 - 2024-05)
US campaign, in my role as an advisor I needed to ensure that I retained customers and got them to take on more products to increase ensure that my customer effort was low. Assisted with billing queries and general customer service.
Team Leader - Concentrix
(2024-05 - 2025-06)
Managed and supported a team of customer service agents in a fast-paced call centre environment, ensuring delivery of excellent customer experience. Monitored performance against KPIs such as quality, productivity, and customer satisfaction. Handled escalations professionally and resolved complex customer queries.
Coached, trained, and motivated team members to achieve targets and improve performance. Conducted regular feedback sessions, team meetings, and performance reviews. Implemented process improvements to enhance efficiency and service standards.
