Travel
Alejandro Osegueda
Social Worker In Progress
Summary
Proven leader in customer service and sales with a track record of enhancing team productivity and customer satisfaction at Sykes Call Center and Glass Mountain BPO in El Salvador. Expert in escalation handling and feedback delivery, I excel in interpersonal communication and problem-solving, significantly improving service levels and fostering a culture of continuous improvement.
Overview
10
10
years of professional experience
2
2
Languages
Work History
Customer Service Call Center Supervisor
Glass Mountain Bpo
08.2021 - 07.2025
- Mentored junior staff members in their career development, sharing knowledge from years of experience in the field.
- Collaborated with other departments to achieve organizational goals, fostering teamwork across various functions.
- Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
- Conducted performance evaluations for staff members, identifying areas of improvement and guiding professional development plans.
Call Center Sales Supervisor
Sykes Call Center
01.2019 - 07.2021
- Maximized employee retention, fostering a supportive work environment and offering growth opportunities.
- Championed continuous process improvements initiatives that significantly reduced customer wait times and improved overall service levels.
- Ensured compliance with industry regulations and company policies through regular audits and ongoing agent education.
- Established strong relationships with vendors to secure cost-effective solutions for call center equipment needs.
- Managed escalated customer issues effectively, ensuring timely resolutions that maintained satisfaction levels.
- Mentored sales team in applying effective sales techniques and delivering top-notch customer service.
Call Center Quality Analyst
Sykes Call Center
01.2017 - 12.2018
- Enhanced call center performance by implementing quality monitoring processes and providing feedback to agents.
- Recognizing top performers and celebrating individual achievements during team meetings.
- Collaborated with management to develop targeted coaching plans, resulting in higher agent performance levels.
- Streamlined reporting processes for increased efficiency in tracking key call center metrics and trends.
Customer Service Representative
Sykes Call Center
05.2015 - 12.2016
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Utilized CRM software to manage client information, track leads, and monitor sales progress.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Joined training sessions for Customer Service Representatives on various aspects of the job including soft skills development, product knowledge enhancement, emotional intelligence and procedural updates.
Education
College Career - Social Work
Pedagogica University
San Salvador, El Salvador 05.2001 -
No Degree - LESSA (Local Sign Language Course)
Pedagogica University
San Salvador, El Salvador 05.2001 -
High School Diploma -
Genesis Private School
San Salvador, El Salvador 05.2001 -
Skills
- Feedback Delivery
- Escalation Handling
- Sales Support
- Report Preparation
- Appointment Scheduling
- Payroll Administration
- Time management abilities
- Interpersonal Skills
- Data Analysis
- Decision-Making
- Problem-solving abilities
- Task Prioritization
Interests
Marketing
Volunteering
Running
Timeline
Customer Service Call Center Supervisor
Glass Mountain Bpo
08.2021 - 07.2025
Call Center Sales Supervisor
Sykes Call Center
01.2019 - 07.2021
Call Center Quality Analyst
Sykes Call Center
01.2017 - 12.2018
Customer Service Representative
Sykes Call Center
05.2015 - 12.2016
College Career - Social Work
Pedagogica University
05.2001 -
No Degree - LESSA (Local Sign Language Course)
Pedagogica University
05.2001 -
High School Diploma -
Genesis Private School
05.2001 -
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