Vanessa Estefany Heranndez Guadron
Team Leader CX Operations
San Salvador,San Salvador
Summary
Experience customer service and operations Team Leader with 6+ years of experience in client communication, complex problem-solving, and account management. Proven experience in delivering strong decision-making, team motivation, and service quality. Skilled in coaching staff, resolving escalated issues, and improving performance through clear expectations, process improvements, and accountable leadership.
Overview
2
2
Languages
7
7
years of professional experience
Work History
Operations Customer Service Agent
TELUS Digital
12.2019 - 10.2021
- Resolved inbound customer inquiries across phone using knowledge base tools.
- Documented interactions accurately, maintaining complete case notes and consistent follow-up for pending requests.
- De-escalated sensitive complaints by applying service guidelines and clear, empathetic communication.
- Investigated complex account issues, coordinating with internal teams to deliver timely resolutions.
- Guided customers through troubleshooting steps, billing questions, and service updates with accuracy.
- Mentored newer agents on call handling, documentation standards, and customer experience expectations.
- Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
- Utilized strong problem-solving skills to quickly identify and address customer issues.
- Contributed to achieving company goals by consistently meeting or exceeding performance metrics.
- Trained new personnel regarding company operations, policies and services.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
Team Leader CX Operations (T)
TELUS Digital
10.2021 - Current
- Directed daily team workflows to maintain service quality and consistent adherence to operational standards.
- Monitored queue activity, productivity, and case handling to support efficient service delivery.
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
- Coached team members on procedures, client expectations, and performance best practices.
- Reinforced accountability through clear expectations, real-time feedback, and ongoing team support.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Resolved escalated issues by coordinating with internal partners and applying policy guidelines.
- Evaluated performance trends and identified process gaps to improve consistency and accuracy.
- Prepared performance updates and operational reports for leadership review and decision support.
- Evaluated team member performance against established objectives during regular reviews, offering praise for achievements or identifying areas requiring further development.
- Increased customer satisfaction ratings by closely monitoring service quality standards and addressing any issues promptly.
- Led by example, demonstrating commitment and professionalism that inspired team members to excel.
- Facilitated culture of continuous improvement, encouraging feedback and innovative solutions from all team members.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Motivated team members to surpass their targets, recognizing and rewarding their achievements.
- Mentored junior staff members, helping them develop their leadership potential and advance in their careers.
Education
Major in Modern Languages(English And French) -
Universidad De El Salvador
San Salvador, El Salvador 05.2001 -
Skills
Decision-making
Team motivation
Adaptability and flexibility
Complex Problem-solving
Account management
Client communication
Timeline
Team Leader CX Operations (T)
TELUS Digital
10.2021 - Current
Operations Customer Service Agent
TELUS Digital
12.2019 - 10.2021
Major in Modern Languages(English And French) -
Universidad De El Salvador
05.2001 -