Benner Garcia

• Temporary Supervisor: I assumed supervisory responsibilities during the absence of the main supervisor, managing a team of 15 agents. Carrying out Coaching, Team meeting on NPS, Presenting skills such as: Rentention, Finance, Troubleshooting

• Team Leader: Guided a team of 15 customer service representatives, ensuring performance objectives were met and fostering a collaborative work environment. I implemented strategies to achieve metrics.

• CMS Watcher: Monitored the call management system (CMS) in real time, optimizing call distribution and minimizing waiting times. Analyzed key metrics to identify areas of improvement and adjust resources effectively.

• NPS Ambassador, My focus is to improve customer experience and increase customer loyalty. I implemented effective strategies that increased referrals to other customers. I collaborated with internal teams to resolve recurring problems and optimize processes, ensuring consistent, high-quality service. Led the training of agents in best customer service practices.