JESÚS MACHADO SÁNCHEZ
Team Lead
San José
Summary
A self-motivated person who easily build rapport with other people, responsable, punctual, empathetic, hard-working, patient, and persistent. Someone who is determined to achieve not only his job-related objetive but also his personal goals
Overview
2
2
Language
11
11
years of professional experience
Work History
Customer Service Team Manager
Capital One
08.2017 - Current
- Significantly, supported and mentored associates through the use of call monitoring, monthly performance improvement plans, weekly one-on-one sessions and team meetings, ensuring feedback provided is professional, accurately, timely, clear, and complete.
- Continuously, led follow up sessions to reinforce good performance, remove any road block, or modify the action to have a better outcome.
- Successfully, coached junior team members and facilitated team learning sessions, fostering a collaborative learning culture.
Customer Service Associate
Capital One
02.2016 - 08.2017
- Efficiently, provided customer service to Capital One (inbound Calls).
- Reliably, guided new hires during nesting or during the side by sides sessions.
Education
Acting and Theatrical Promotion
National Theater Workshop
12.2022
Advanced Excel Certificate Course - undefined
Escuela Grow Up CR
06.2022
Bachelor's Degree - English
University of Costa Rica
12.2016
Skills
Leadership
Coaching and mentoring
Customer service excellence
Call center experience
Team management
Teamwork
Customer service
Problem-solving
Time management
Team leadership
Decision-making
Verbal and written communication
Problem resolution
Team building
Managing operations and efficiency
Operations management
Goal setting
Employee coaching and mentoring
Time Management
Team Collaboration
Organizational Skills
Adaptability
Advanced English Proficiency (C1)
Problem solving
Customer service
Attention to details
Effective Communication
Mentoring & Coaching
Coaching and mentoring
Languages
English
Advanced (C1)
Spanish
Bilingual or Proficient (C2)
Timeline
Customer Service Team Manager
Capital One
08.2017 - Current
Customer Service Associate
Capital One
02.2016 - 08.2017
Bachelor's Degree - English
University of Costa Rica
Advanced Excel Certificate Course - undefined
Escuela Grow Up CR
Acting and Theatrical Promotion
National Theater Workshop