Training of new supervisors. Leadership of supervision teams. Scheduling of staff. Distribution of resources in the different service channels. Responsible for the development of the operation guaranteeing service levels. Communication with different departments and news reporting. Data analysis and preparation of improvement plans. Presentation of results to the company and client external.

Lead a back office business line made up of a team of 4 supervisors and 60 advisors

Selection and training of new advisors. Leadership of customer service teams. Distribution of resources according to requirements. Reporting news to other departments. Presentation of results to the company and the external customer .

Receive a temporary back office management project with a team of 12 people and develop it to become a fixed line of business for the account

Customer service via telephone, chats, emails and social networks, maintaining the established quality standards.

Due to my performance, I received supervision tasks such as refunds to users, sending compensation and managing social networks.