Daniela Pereira
Team Lead Supervisor
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level Team Lead Manager position. Ready to help team achieve company goals. Also passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options and dedicated to Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
6
6
years of professional experience
4
4
years of post-secondary education
2
2
Languages
Work History
Customer Service Agent
CONVERGYS - CONCENTRIX
10.2017 - 09.2018
- Evaluated customer information to explore issues, develop potential solutions, and maintain high-quality service.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Educated clients on account services and resolved client inquiries regarding statement information and account balances.
Floor Support
Concentrix
10.2018 - 06.2020
- Worked flexible hours across night, weekend and holiday shifts.
- Provided professional services and support in a dynamic work environment.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Developed strong communication and organizational skills through working on group projects.
- Skilled at working independently and collaboratively in a team environment.
- Gained strong leadership skills by managing projects from start to finish.
- Acted as a team leader in group projects, delegating tasks and providing feedback.
- Exercised leadership capabilities by successfully motivating and inspiring others.
Team Leader Supervisor Customer service
Concentrix
01.2020 - 02.2021
- Paid attention to detail while completing assignments.
- Completed paperwork, recognizing discrepancies and promptly addressing for resolution.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
- Managed time efficiently in order to complete all tasks within deadlines.
- Demonstrated strong organizational and time management skills while managing multiple projects.
- Developed strong organizational and communication skills through coursework and volunteer activities.
Team Leader Floor Support & SME´s
Concentrix
02.2021 - 08.2022
- Proven ability to learn quickly and adapt to new situations.
- Proven ability to develop and implement creative solutions to complex problems.
- Passionate about learning and committed to continual improvement.
- Strengthened communication skills through regular interactions with others.
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
- Organized and detail-oriented with a strong work ethic.
- Identified issues, analyzed information and provided solutions to problems.
Customer Support Specialist
Tebra
08.2022 - Current
- Evaluated customer issues and caller trends to determine areas in need of improvement and implement proactive corrections.
- Provided primary customer support to internal and external customers.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Multitasked to handle diverse customer needs in high-volume cases setting, prioritizing tasks to keep up with challenging deadlines.
- Answered constant flow of customer calls with minimal wait times.
- Responded to customer requests for products, services, and company information.
- Handled customer inquiries and suggestions courteously and professionally.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
Education
No Degree - Informatics
UNIVERSIDAD DE COSTA RICA
Puntarenas 05.2012 - 05.2016
Skills
Customer response
Additional Information
PROJECTS
Monthly Report and productivity.
Share Point creation.
SMES department creation.
RTA: Scheduling (PTC, VGH, IEX, Schedule Changes), Reporting Service Level percentage and staff required.
QA: Analyze calls and reporting for customer service experience.
Compliance experience: Audits, Reporting and investigation for business risk. Supervisor interactions.
Hobby
Cooking: In my free time, I enjoy experimenting with new recipes and techniques in the kitchen. I find cooking to be a relaxing and fulfilling hobby, and I love to share my creations with friends and family. I particularly enjoy preparing meals with fresh, seasonal ingredients and exploring the unique flavors and cooking styles of different cultures.
Painting: As a creative outlet, I enjoy painting in various mediums, including acrylics, watercolors, and oils. I find the process of creating something from scratch to be both meditative and challenging, and I love to explore different techniques and styles. I often use my artwork as gifts for loved ones or to decorate my own space.
Timeline
Customer Support Specialist
Tebra
08.2022 - Current
Team Leader Floor Support & SME´s
Concentrix
02.2021 - 08.2022
Team Leader Supervisor Customer service
Concentrix
01.2020 - 02.2021
Floor Support
Concentrix
10.2018 - 06.2020
Customer Service Agent
CONVERGYS - CONCENTRIX
10.2017 - 09.2018
No Degree - Informatics
UNIVERSIDAD DE COSTA RICA
05.2012 - 05.2016
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