Juan David Rojas
Client Service Team Lead
Professional profile
Business Administrator with 8+ years in BPO and customer service , specializing in team leadership , customer experience , KPI optimization , and data-driven decision making . Proven record in improving CSAT , NPS , SLA compliance , and supporting international clients
Work experience
Managed operational KPIs (CSAT, FCR, AHT), coached agents, handled escalations, optimized workflows and CRM, and implemented training plans.
Major achievementLed a team of 7 agents supporting U.S. immigration cases, ensuring SLA compliance, high-quality service, KPI management, and CRM optimization.
Led performance reviews, coaching, payroll updates, and change management initiatives for operational continuity and business objectives.
Major achievementManaged a team of 20 agents, improved KPIs and NPS, drove process improvements, and ensured compliance with SLAs and client policies.
Monitored processes to control revenue, reduced losses, ensured compliance, and enhanced reporting for better visibility and accuracy.
Major achievementAnalyzed operational and financial KPIs, supported data-driven decisions, delivered reports to international stakeholders, and improved analytics.
Education experience
Universidad de san buenaventura | Profesional
