Laura Tatiana Alfaro Cascante
San Jose, Costa Rica
Summary
Motivating Team Leader experienced in driving performance improvement and enhancing customer satisfaction. Achieved high-performance results through effective coaching and mentoring while fostering teamwork and collaboration. Committed to continuous process improvement and personal and professional development.
Overview
9
9
years of professional experience
27
27
Certifications
Work History
Team Lead
Teleperformance
San Jose
09.2022 - 01.2026
- Set clear goals to the team to reach KPIs according to each program.
- Motivated team and fostered optimal work environment to enhance member development.
- Monitor delivery performance and quality using metrics and status reporting.
- Train new team leads to understand the basic tasks for the role and process improvements.
- Provided leadership and guidance to team members, ensuring that tasks were completed on time and to a high standard.
- Delegated tasks appropriately according to individual skill sets.
- Evaluated processes for improvement and implemented necessary changes to enhance efficiency.
Platform Experience Associate
Accenture
Heredia
04.2022 - 09.2022
- Facilitated training sessions to deepen agents' understanding of client offerings.
- Performed QA audits across four Trust & Safety accounts to ensure compliance and quality standards.
Subject Matter Expert (SME)
Accenture
Heredia
05.2021 - 09.2022
- Managed team distribution according to client priorities, provided support for process-related questions, delivered training on operational procedures, and performed audits on team processes to collect necessary metrics.
Content Moderator
Accenture
Heredia
07.2018 - 05.2021
- Assessed and categorized submissions using internal moderation tools to maintain content quality.
- Identified potential issues by monitoring trends in user behavior, enhancing user experience.
- Ensured compliance with internal policies and procedures through thorough content reviews.
Customer Service Representatives
Uber
Heredia
10.2016 - 02.2018
- Coordinated response efforts in Urgent department to resolve critical incidents across Latin America, including sexual violations, kidnappings, traffic accidents, robberies, and deaths.
- Streamlined insurance application process by collaborating with team members to identify requirements and enhance workflow efficiency.
- Assisted customers with inquiries regarding app features and ride options.
- Resolved complaints and provided solutions to enhance customer satisfaction.
- Guided users through troubleshooting steps for technical issues with the app.
Education
Associate of Applied Science -
Fidelitas University
San Jose, Costa RicaSkills
- Project management
- Team leadership
- Operations management
- Performance metrics
- Key performance indicators
- Quality assurance
- Process improvement
- Coaching and mentoring
- Employee engagement
- Task delegation
- Analytical thinking
- Problem-solving
- Trend tracking
- Documentation and reporting
- Customer service
- Client communication
- Client service
- Teamwork and collaboration
- Effective communication
- Time management
- Attention to detail
- Leadership
- Performance evaluations
- Critical thinking
- Calm under pressure
- Microsoft office
- MS office
- Excellent communication
- MS office
- Multitasking
Languages
English
Professional
Portuguese
Elementary
Spanish
Native/ Bilingual
Certification
White Belt Lean Six Sigma
Accomplishments
Top Performer Award, Q1 2023
Timeline
Team Lead
Teleperformance
09.2022 - 01.2026
Platform Experience Associate
Accenture
04.2022 - 09.2022
Subject Matter Expert (SME)
Accenture
05.2021 - 09.2022
Content Moderator
Accenture
07.2018 - 05.2021
Customer Service Representatives
Uber
10.2016 - 02.2018
Associate of Applied Science -
Fidelitas University