Andrea Bonilla
Team Leader
San Salvador
Summary
Multi-tasking Team Leader well-known for executing successful, new initiatives. Creates dynamic and positive workplace culture to align with organizational mission and values. Organized Team Leader builds positive rapport, inspire trust and guide teams toward achievement of organizational goals. Strong facilitator adept at working cross-departmentally with co-management and top-level leadership. Excellent trainer and mentor.
Overview
9
9
years of professional experience
2
2
Languages
Work History
Team Leader
Sykes LTDA
01.2020 - Current
- Manage daily client support delivery for his/her team(s).
- Measure team's performance against specific contract metrics, production objectives, performance e against goals quality level, and employee development and retention.
- Support team(s) through availability and real time management.
- Set an appropriate ex ample for employees in attendance, fairness, enthusiasm, attitude, loyalty, appearance, honesty, and integrity on a daily basis.
- Inspire the team(s) with a sense of urgency and pride towards the serv ice, the account and the company.
- Keep turnover below estimated figures
- Provide accurate, timely, and professionally written, statistic al and verbal reports to management for historical, current status, and forecasting purposes.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Mentored and guided employees to foster proper completion of assigned duties.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Built strong relationships with customers through positive attitude and attentive response.
Customer Service Agent Representative
Sykes LTDA
07.2017 - 01.2020
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services, and company information.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered constant flow of customer calls/Chats with minimal wait times.
Customer Service Representative
Getcom International S.A DE C.V
05.2015 - 06.2017
- Answered constant flow of customer calls with minimal wait times.
- Provided primary customer support to internal and external customers.
- Responded to customer requests for products, services, and company information.
- Offered advice and assistance to customers, paying attention to special needs or wants.
Education
No Degree - Architecture
Universidad De El Salvador
San Salvador 05.2001 -
No Degree - Interior Design
Universidad Albert Einstein
San Salvador 05.2001 -
High School Diploma -
Instituto Tecnico Ricaldone
San Salvador 05.2001 -
Skills
Analytical Skills
Overtime Management
Planning and Execution
Problem Solving
Managerial courage
Situational adaptability
Timeline
Team Leader
Sykes LTDA
01.2020 - Current
Customer Service Agent Representative
Sykes LTDA
07.2017 - 01.2020
Customer Service Representative
Getcom International S.A DE C.V
05.2015 - 06.2017
No Degree - Architecture
Universidad De El Salvador
05.2001 -
No Degree - Interior Design
Universidad Albert Einstein
05.2001 -
High School Diploma -
Instituto Tecnico Ricaldone
05.2001 -