Summary
Overview
Work History
Education
Skills
Software
Timeline
Generic

Yency Amador

Customer Support Team Lead
Escazu

Summary

Experienced and results-driven Customer Support Team Lead with over 2 years of leadership experience and a strong background in B2B support environments. Proven ability to lead cross-functional and cross-regional teams, manage high-impact escalations, and drive operational excellence through data analysis and process improvement. Skilled in coaching, mentoring, and developing talent at all levels—from frontline associates to new team leads. Adept at managing performance, conducting interviews for global hiring initiatives, and aligning team efforts with strategic business goals. Recognized for fostering collaboration, enhancing customer satisfaction, and delivering consistent service quality in fast-paced, SaaS-based support models. Fluent in English and Spanish.

Overview

12
12
years of professional experience
3
3
Languages

Work History

Team Lead

Blackbaud
05.2023 - Current
  • Leadership & Team Development: Lead a high-performing support team, conducting biweekly 1:1s focused on KPIs, behavioral coaching, and career development. Recently began mentoring Team Leads in India, supporting their onboarding and operational readiness.
  • Escalation & Customer Management: Act as the primary escalation point for complex customer issues, directly engaging with clients to resolve concerns and develop action plans. Collaborate with senior associates to ensure effective resolution of high-impact cases.
  • Operational Excellence: Monitor real-time queues and contact routing to ensure SLA adherence, including ASA metrics for phone and chat. Conduct weekly QA evaluations and case reviews to identify trends, drive improvements, and ensure service quality.
  • Strategic Hiring & Talent Development: Participated in global hiring initiatives, including interviewing candidates in Costa Rica and Hyderabad for frontline and staff-level roles. Recently involved in interviewing for senior-level Principal Support positions.
  • Process Improvement & KPI Alignment: Partner with team members to refine workflows, improve communication, and align performance with evolving KPIs. Successfully implemented corrective action plans, resulting in measurable performance improvements.
  • Cross-Functional Collaboration: Work closely with internal stakeholders to ensure consistent service delivery and support model execution. Provide feedback and insights to improve CSAT and survey outcomes.
  • Mentorship & Knowledge Sharing: Guide new Team Leads in India on internal tools, CSAT analysis, and support processes, fostering a culture of continuous learning and operational consistency across regions.

Customer Support Staff

Blackbaud
10.2019 - 05.2023
  • Delivered technical support to nonprofit clients using financial software, resolving issues via phone, chat, screen share, and web cases with a focus on customer satisfaction and timely resolution.
  • Served as a tenured subject matter expert for the FE product, supporting peers through case swarming, defect review requests, and side-by-side coaching sessions.
  • Collaborated with engineering teams to troubleshoot software defects, identify potential outages, and ensure timely resolution of technical issues.
  • Authored and maintained internal and external knowledge base (KB) articles to enhance self-service resources and improve case deflection.
  • Led product training sessions for new and existing analysts, enhancing team knowledge and onboarding efficiency.
  • Participated in continuous improvement projects using tools like OmniSupervisor to analyze team performance and implement metric-driven enhancements.

Customer Service Representative & Team Lead Backup

Concentrix
01.2018 - 09.2019
  • Delivered customer service and technical support to Cisco Account Managers, internal teams, and partners via phone, email, chat, and video conferencing tools (Webex Teams).
  • Developed deep expertise in Cisco’s pre-sales and post-sales processes, providing accurate and timely support for complex inquiries and escalations.
  • Acted as floor support and escalation point for pre-sales issues, ensuring prompt resolution and high-quality service delivery.
  • Reviewed agent interactions across multiple channels to identify improvement areas and implemented action plans to enhance customer experience.
  • Supported team leadership by managing payroll, conducting weekly performance reviews, and delivering feedback to team members during Team Lead absences.
  • Contributed to team performance and engagement by fostering a collaborative environment and ensuring alignment with client expectations.

Executive Administrative Assistant

Impresos Amaes
07.2013 - 12.2017
  • Managed administrative operations, including payroll processing, inventory control, and internal coordination to support daily business functions.
  • Acted as a Sales Executive, engaging with clients to understand their needs, provide product recommendations, and close sales.
  • Delivered high-quality customer service, resolving inquiries and ensuring client satisfaction across all touchpoints.
  • Maintained accurate records and supported financial and operational reporting to improve business efficiency.

Education

No Degree - Business Administration And Management

Universidad Latina
San Pedro, Costa Rica
05.2001 -

Skills

    Operations management

    Performance monitoring

    Process improvement

    Coaching and mentoring

    Performance improvement

    Customer focus

    Quality control

    Relationship building

    Employee evaluation

    Attention to detail

Software

Excel intermediate

Salesforce

SQL basic

Microsoft office

Timeline

Team Lead

Blackbaud
05.2023 - Current

Customer Support Staff

Blackbaud
10.2019 - 05.2023

Customer Service Representative & Team Lead Backup

Concentrix
01.2018 - 09.2019

Executive Administrative Assistant

Impresos Amaes
07.2013 - 12.2017

No Degree - Business Administration And Management

Universidad Latina
05.2001 -

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Yency AmadorCustomer Support Team Lead