spinhireOmnichannel Operations Supervisor
Despre specialist
I am a Team Leader with solid experience leading high-performing bilingual teams in fast-paced environments. I have a strong background in Power BI, Excel, and KPI analysis to identify patterns, outliers, and root causes. I am experienced in people management, Quality Assurance, training, and data-driven decision support, with a focus on operational excellence and customer experience. I have led teams in bilingual, high-demand environments, focusing on quality and operational excellence, and making data-driven decisions. I am analytical, detail-oriented, and results-driven, with strong communication skills and a focus on continuous improvement. I am looking for a role where I can leverage my skills in operations and people management to drive customer experience and operational efficiency.
Competențe
Experiență de muncă
[скрыто] · Omnichannel Operations Supervisor · Foggo Entertainment (Blaze) — Led Blaze omnichannel customer support operations, monitoring queues, coverage, and team support; Monitored acceptance, missed chats, and service level, CSAT, FRT, and AHT; analyzed variances and action plans.
[скрыто] · Bilingual Operations Supervisor · Teleperformance (Meta) — Led 20-25 bilingual specialists in a high-volume operation; managed quality, SLA, AHT, and productivity; Created Power BI and Excel analyses and dashboards to identify patterns, trends, and operational variances.
[скрыто] · Bilingual Content Moderation Specialist · Teleperformance — Made policy-based decisions using quality standards and critical content analysis while maintaining high productivity in a dynamic environment.
Performed quality control, visual inspections, and operational support; Monitored production standards and helped prevent non-conformities.
Educație
Logistics Technology - Uninove | [скрыто] (in progress) Electrical Engineering - Anhanguera | 2014-2019
Geografie preferată
S40 Paulo
Limbi
English B2/C1, Spanish Basic