Lorena Villa

• Monitored employee productivity, accuracy, and process adherence through dashboards and reporting tools, enabling proactive responses to delays that could impact customer care.
• Set clear performance expectations for the team and held members accountable to meet goals, while recognizing and rewarding exceptional achievements.
• Empowered and motivated team members through regular, constructive feedback, fostering a positive and productive work environment.
• Continuously tracked team performance via KPIs, promptly addressing any issues and ensuring effective resolution.
• Managed customer service effectiveness by evaluating key performance metrics and ensuring timely intervention when necessary.
• Coached employees to enhance customer support skills, reducing process issues and ensuring high-quality service.
• Promoted a customer-centric culture by emphasizing empathy and understanding in client interactions, leading to a steady improvement in customer satisfaction scores.

Customer Service & Technical Support Team Supervisor

• Led a team of customer service and technical support agents, ensuring they were well-trained, motivated, and equipped to handle inquiries efficiently.
• Conducted bi-weekly one-on-one coaching sessions to provide feedback, performance insights, and career development opportunities.
• Identified and mentored high-potential agents for promotions into leadership roles such as Supervisor, Trainer, Tier 2 Specialist, and Team Lead.
• Analyzed customer feedback and support metrics to identify trends, pain points, and areas for improvement, implementing targeted coaching strategies.
• Conducted live quality monitoring for calls and chats, providing real-time feedback to enhance customer interactions.
• Ensured agents remained compliant with required training, including eLearning courses, company policies, and skill development programs.
• Managed agent performance across regional pipelines, ensuring seamless transitions during pre- and post-PTO periods.
• Monitored key performance indicators (KPIs) such as AHT, ACW, adherence, CSAT, and case resolution times to meet or exceed performance targets.
• Assisted with complex escalations, providing guidance and resolution strategies for technical and service-related challenges.
• Stayed up to date with evolving processes, tools, and features to improve both agent performance and customer experience.
• Organized and facilitated team-building activities to boost morale and foster a positive work environment.

• Partnered with Workforce Management to forecast chat/email volumes and optimize queue coverage.
• Monitored queue adherence and agent scheduling to ensure consistent performance and KPI achievement.

• Led recruitment efforts, conducting interviews and assessing candidates for chat/email support roles.
• Developed structured interview questions tailored to role-specific competencies, improving hiring accuracy.
• Collaborated with training teams to create and refine learning materials for new hires and existing team members.
• Served as a Subject Matter Expert for the implementation of a new service center platform, leading training efforts to ensure smooth adoption.

• Worked closely with Quality Assurance teams to develop and enhance audit processes, improving service consistency.
• Facilitated cross-functional communication by participating in operational bridge meetings, aligning team objectives with Tier 1 support, maintenance, and service teams.