Rolan Murillo
Resumen profesional
Operations-focused professional with 8+ years of experience in team leadership, KPI management, and cross-functional coordination in high-volume environments. Proven ability to improve performance, track key metrics, and support process optimization.
Currently pursuing a Technician in Semiconductor Creation and Manufacturing, with knowledge of manufacturing processes and production environments. Strong analytical mindset with experience using data to identify trends, mitigate risks, and improve operational outcomes.
Datos destacados
7
7
years of professional experience
1
1
year of post-secondary education
Experiencia
Team Leader
Accenture
Heredia
2025.05 - 2026.03
- Lead and manage a team of 15-19 agents supporting customer service operations in a contact center environment.
- Monitor operational performance and ensure compliance with KPIs including CSAT, AHT, QA, VPC, IRT, FCR, and TRT.
- Conduct coaching sessions, performance reviews, and development plans to improve agent productivity and service quality.
- Handle customer escalations through phone, chat, and email to ensure timely issue resolution and customer satisfaction.
- Utilize Power BI dashboards and operational reports to analyze performance trends and identify improvement opportunities.
- Present performance trends, action plans, and glide paths to internal stakeholders and clients during performance reviews.
- Increased Customer Satisfaction (CSAT) by 6% through coaching and workflow improvements.
- Improved Quality Assurance (QA) scores by 15% by reinforcing quality standards and operational procedures.
- Reduced Average Handling Time (AHT) by 6 minutes through process improvements and documentation updates.
Team Leader
Infosys
Santa Ana
2024.01 - 2024.05
- Managed a team of customer service agents in a high-volume contact center environment.
- Monitored performance metrics and delivered coaching sessions to ensure KPI compliance and service quality.
- Coordinated initiatives with training and quality teams to improve operational performance.
- Analyzed operational data and supported data-driven performance improvement initiatives.
- Increased sales performance by 10% through performance monitoring and targeted coaching.
- Improved quality metrics by 20% within three months through targeted training initiatives.
Account Manager
Concentrix
San José
2023.05 - 2023.11
- Managed client communication and operational performance to ensure service delivery and SLA compliance.
- Coordinated with internal teams to resolve operational challenges and maintain service quality.
- Monitored performance data and generated reports to support operational improvements.
Team Leader
Concentrix
San José
2019.06 - 2023.05
- Supervised teams of 15-19 agents supporting customers through voice, chat, and email channels.
- Monitored KPIs including CSAT, AHT, QA, FCR, TRT, and IRT to ensure operational targets were met.
- Conducted weekly coaching sessions, performance evaluations, and feedback sessions to support agent development.
- Managed customer escalations, ensuring high-quality service and issue resolution.
- Collaborated with the recruitment team, conducting candidate interviews and supporting hiring processes.
- Led nesting programs for new hires, providing coaching, KPI training, and performance monitoring during onboarding.
- Worked closely with training and quality teams to reinforce operational procedures and quality standards.
- Reduced employee turnover by 15% through coaching and team engagement initiatives.
- Improved overall team KPI performance by 20% through targeted development plans and training programs.
- Increased team engagement by 10% by implementing structured team communication initiatives.
Formación
Technician in Semiconductor Creation and Manufacturing -
Universidad Fidélitas
Heredia 2024.04 - 2025.06
CCNA 7.0 Certification - undefined
Institute ATyCR
High School Diploma - undefined
Colegio Académico República de Italia
Enfatiza tus habilidades clave
- Contact Center Operations
- Omnichannel Customer Support
- KPI Management
- Performance Coaching
- Agent Development
- Quality Assurance Improvement
- Sales Performance Monitoring
- Stakeholder Communication
- Data Analysis
- Performance Reporting
- Process Improvement
- Workflow Optimization
- Agent Onboarding
- Nesting Support
- Microsoft Office Suite
- Google Workspace
- Power BI
- NICE
- Citrix
- Contact Center Platforms
- Data Reporting Tools
Idiomas
Spanish
Experto
English
Avanzado
Cronología
Team Leader
Accenture
2025.05 - 2026.03
Technician in Semiconductor Creation and Manufacturing -
Universidad Fidélitas
2024.04 - 2025.06
Team Leader
Infosys
2024.01 - 2024.05
Account Manager
Concentrix
2023.05 - 2023.11
Team Leader
Concentrix
2019.06 - 2023.05
CCNA 7.0 Certification - undefined
Institute ATyCR
High School Diploma - undefined
Colegio Académico República de Italia