Daniel Florez
Senior Team Leader
Professional profile
Customer-focused Senior Team Leader with 3+ years in high-volume contact centers . Skilled in team leadership , sales growth , KPI management , and customer satisfaction . Seeking to bring CX expertise to a remote U.S.-based team
Work experience
Led a large team, increased cross-sales, improved customer satisfaction, implemented KPI dashboards, and delivered coaching, conflict resolution, and talent development.
Major achievementLed 90 agents, improved cross-sales by 15%, enhanced CSAT by 10%, implemented KPI dashboards, and delivered coaching to boost performance.
Managed and coached a team, boosted sales conversion, reduced handling time, ensured SLA compliance and high-quality customer support.
Major achievementManaged 25-member team, boosted sales conversion by 18%, reduced AHT by 12%, ensured SLA compliance and high-quality support.
Education experience
Sena | Técnico/Tecnólogo
