Mauricio Lima
Lakeland,FL
Summary
Proactive Call Center professional bringing excellent leadership skills and capability to help staff meet and exceed customer expectations. Equipped to train, monitor and manage high-performance teams in fast-paced environments. Personable and decisive with expertise in diplomatic conflict resolution and consumer behavior.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Contact Center Manager
Kafnet Solutions
09.2023 - Current
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Trained team members on performance metrics and consumer behavior identification.
- Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques.
- Executed Monthly Performance Plans with representatives to to identify production gaps.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Managed over 300 calls per day, in 2 different languages (Portuguese and English)
Service Desk Manager
NTTDATA Services
01.2015 - 10.2023
- Hired, trained and supervised team of service staff members to meet business goals.
- Met with customers to discuss service needs and offer available solutions.
- Developed and maintained positive relationships with customers to build rapport and trust.
- Implemented strategies to increase customer service satisfaction ratings.
- Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.
- 100% green SLA for over 2 consecutive years
- Developed customer loyalty programs to increase customer satisfaction.
- Met with customers to discuss service needs and develop effective and practical solutions.
- Analyzed service reports to identify areas of improvement.
- Analyzed network security and current infrastructure to assess areas in need of improvement and develop solutions.
- Reduced 18% on volume of calls by Implementing Kore.ai solutions
Education
Master of Science - Computer Science
UNITEC Zew Zealand
Auckland, New Zealand01.2011
Bachelor of Science - Mathematics
Anhembi Morumbi University
Sao Paulo, Brazil12.2001
Skills
- Coaching and mentoring
- Vendor management
- Conflict resolution
- Workforce management
- Problem-solving
- Data analysis
- Resource allocation
- Project management
- Quality assurance
- Process improvement
Certification
- ITIL, EXIN - 2001
Languages
Spanish
Full Professional
Portuguese
Native or Bilingual
Timeline
Contact Center Manager
Kafnet Solutions
09.2023 - Current
Service Desk Manager
NTTDATA Services
01.2015 - 10.2023
Master of Science - Computer Science
UNITEC Zew Zealand
Bachelor of Science - Mathematics
Anhembi Morumbi University
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