Summary
Overview
Work History
Education
Skills
Timeline
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Sergio Armando Sierra Bernal

Vienna,VA

Summary

SME Team Leader at CALL CENTER SERVICES INTERNATIONAL, I have been with CCSI in American First Finance for 4 year now i Excelled in strategic thinking and coaching, efficiency improvements and leadership continuity. Renowned for exceptional communication and problem-solving skills, ensuring high-quality service delivery and team growth. Proactive and goal-oriented professional with excellent time management and problem-solving skills. I'm reliable and adapta, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth. Demonstrate strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments. Eager to contribute to team success and further develop professional skills. I have Positive attitude and commitment to continuous learning and growth. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.

Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level Team Lead position. Ready to help team achieve company goals.

Overview

3
3
years of professional experience

Work History

SME Team Leader

CALL CENTER SERVICES INTERNATIONAL
09.2021 - Current
  • Maintained open channels of communication with senior leadership regarding SME Team Leader''s achievements in meeting targets or exceeding expectations.
  • Increased customer satisfaction levels by ensuring timely delivery of high-quality products and services.
  • Empowered team members by offering opportunities for skill development through workshops, seminars, and online courses tailored to their professional growth needs.
  • Developed a succession planning strategy for the SME Team Leader''s direct reports, ensuring continuity in leadership and sustained performance levels during periods of transition.
  • . Improved overall team morale with regular recognition of individual accomplishments and provision of constructive feedback to encourage continuous improvement.
  • Conducted performance appraisals for each member of the SME Team Leader''s direct reports; identified areas of improvement as well as provided coaching plans accordingly.
  • Collected, arranged, and input information into database system.
  • Evaluated customer needs and feedback to drive product and service improvements.
  • Helped agents reach there monthly goals of hitting there 100 QA scores and also making sure they met the collection goal that was 15,000 max but always had agent reach higher goals..

Education

No Degree -

Desert Pines High School
Las Vegas, NV

Skills

  • Training and mentoring
  • Teamwork
  • Problem-solving abilities
  • Multitasking
  • Reliability
  • Excellent communication
  • Active listening
  • Adaptability and flexibility
  • Decision-making
  • Relationship building
  • Team building
  • Self motivation
  • Goal setting
  • Performance metrics

Timeline

SME Team Leader

CALL CENTER SERVICES INTERNATIONAL
09.2021 - Current

No Degree -

Desert Pines High School
Sergio Armando Sierra Bernal