Team Lead & Customer Service Representative

As a former Team Lead at Buwelo BPO Solutions, I managed a team of customer service representatives, ensuring efficient handling of client inquiries and escalations. I was responsible for monitoring team performance, providing coaching, and optimizing processes to enhance customer satisfaction. My experience includes using platforms like Zendesk, Five9, InContact, and Power BI to streamline customer interactions and improve operational efficiency.

I have 1-2 years of experience in chat support, assisting customers with inquiries, troubleshooting issues, processing orders, and handling escalations efficiently. I have worked with platforms like Zendesk and Five9 to manage customer interactions across multiple channels. My role required strong problem-solving skills, quick response times, and ensuring a high level of customer satisfaction while maintaining service level agreements (SLAs).

I have years of experience in phone support, assisting customers with inquiries, troubleshooting technical issues, processing transactions, and handling escalations. As a Customer Service Representative and later as a Team Lead at Buwelo BPO Solutions, I ensured high-quality customer interactions, met key performance metrics, and provided coaching to agents for service improvements. I have worked with platforms like Five9, InContact, and Zendesk to manage call flows and optimize customer experiences.

I have years of experience in marketing analytics, analyzing customer data and campaign performance to optimize marketing strategies. I used tools like Power BI and Google Analytics to track key metrics, generate reports, and provide insights for data-driven decision-making. My role involved monitoring customer trends, evaluating marketing effectiveness, and recommending improvements to enhance engagement and conversion rates.

Overseeing daily operational tasks, organizing documentation, and ensuring compliance with company policies.

As a former Team Lead at Buwelo BPO Solutions, I gained hands-on experience in call center operations management. I assisted in overseeing daily operations, monitoring team performance, and ensuring adherence to service level agreements (SLAs). I also collaborated with management to optimize workflows, improve customer satisfaction, and implement process improvements.

I have 2 years of experience in email support, handling customer inquiries, processing orders, resolving complaints, and providing detailed responses in a timely manner. I utilized platforms like Zendesk and Outlook to manage customer interactions efficiently. My role required strong written communication skills, attention to detail, and the ability to personalize responses while maintaining brand voice and professionalism. Additionally, I collaborated with different departments to resolve complex issues and improve response times.

I have less than 6 months of experience in HR management, assisting with employee onboarding, scheduling, and performance tracking. As a Team Lead at Buwelo BPO Solutions, I collaborated with HR to conduct coaching sessions, monitor agent performance, and ensure adherence to company policies. My experience includes handling basic administrative HR tasks, fostering employee engagement, and supporting team development initiatives.

Focusing on customer relationship management and resolving concerns to reduce churn. In my role as a Team Lead at Buwelo BPO Solutions, I assisted in developing strategies to retain customers by addressing their needs, offering tailored solutions, and providing exceptional service. I worked closely with at-risk accounts, identifying pain points and implementing proactive retention techniques to improve customer satisfaction and loyalty.

My responsibilities included tracking key performance indicators (KPIs), generating reports, and identifying trends to support decision-making. I worked closely with management to optimize operational efficiency and improve customer service performance through data-driven strategies.

Applying analytical thinking and innovative approaches to resolve operational challenges. As a Team Lead at Buwelo BPO Solutions, I identified process inefficiencies, implemented solutions to improve workflow, and assisted my team in overcoming obstacles. My role required adaptability, collaboration, and critical thinking to address customer concerns and enhance overall team performance.

Ensuring adherence to company standards and customer service excellence. As a Team Lead at Buwelo BPO Solutions, I monitored agent performance, conducted audits, and provided coaching to improve quality metrics. I leveraged tools like Zendesk, Power BI, and Cxone to track customer interactions, identify areas for improvement, and implement process enhancements. My role required a keen eye for detail, analytical thinking, and a commitment to continuous improvement.

Overseeing a team of customer service representatives to ensure productivity, efficiency, and high-quality service. As a Team Lead at Buwelo BPO Solutions, I was responsible for training and coaching team members, monitoring performance metrics, and implementing strategies to improve workflow and customer satisfaction. My role required strong communication, problem-solving, and motivational skills to foster a positive and results-driven work environment.

I have 6 months to 1 year of experience in ticket booking, assisting customers with reservations, modifications, and cancellations. I have handled customer inquiries efficiently, ensuring seamless booking experiences while adhering to company policies. My role required strong attention to detail, problem-solving skills, and proficiency in using booking systems to manage schedules, process payments, and resolve issues related to ticketing.

Ensuring HIPAA compliance in customer support and administrative processes. My role involved handling sensitive customer data, adhering to privacy regulations, and implementing best practices to maintain confidentiality and data security. I trained teams on HIPAA guidelines, monitored compliance adherence, and worked closely with management to ensure regulatory requirements were met within company operations.