MS Office package
Luis Alberto Vergara
Customer Care Team Supervisor
La Chorrera
Summary
Experienced professional with a proven track record in customer care, poised to excel in a supervisory role. Recognized for strong emphasis on team collaboration, achieving measurable results, and adapting to evolving needs. Proficient in conflict resolution, customer relationship management, and performance improvement. Dependable and driven by results, with keen ability to optimize team efficiency and ensure high levels of customer satisfaction.
Overview
13
13
years of professional experience
4
4
years of post-secondary education
1
1
Language
Work History
Customer Care Supervisor
Foundever Panama
07.2021 - Current
- Supervise the day-to-day activities of a group of 15+ team members
- Drives key operational metrics in the areas of customer satisfaction, service level agreements, development and operational improvement
- Monitor quality of team performance and provide appropriate feedback to achieve desired service levels
- Increased first-call resolution rate through effective coaching and mentoring of team members.
- Support continuous improvement initiatives to increase productivity and streamline processes
- Collaborated with cross-functional teams to develop solutions for recurring customer complaints.
- Facilitate resolution of escalated team members' concerns
- Conducted regular performance reviews, identifying areas of improvement and initiating corrective action plans as necessary.
- Facilitated open communication channels within the team, promoting idea sharing and problem-solving discussions.
- Boosted team morale and motivation by recognizing individual achievements and fostering a positive work environment.
- Managed escalated calls professionally, resolving customer concerns in a timely manner while maintaining excellent rapport.
- Developed new employees and on-going performance assessment of current employees.
- Mentored team members to promote productivity and commitment to friendly service.
Customer Care Team Lead/Supervisor
Alorica
07.2018 - 07.2021
- Overseeing the day-to-day performance of a team of 10+ agents.
- Monitor quality of team performance and provide appropriate feedback to achieve desired customer satisfaction levels
- Mentored new team members, fostering a positive work environment and promoting professional growth.
- Managed daily operations of the Customer Care Team, ensuring prompt response times and accurate issue resolution.
- Provided constructive feedback to team members on their performance, encouraging continuous learning and development.
- Facilitated regular team meetings to discuss goals, challenges, and best practices for continued success.
- Conducted regular evaluations of staff performance, providing coaching sessions as needed to support ongoing development.
- Created a positive work culture that fostered collaboration, teamwork, and open communication among team members.
Recruitment Contractor
Instituto de Acueductos y Alcantarillados Nacionales
11.2016 - 12.2017
- Enhanced candidate pipeline by utilizing various sourcing strategies, including social media, networking events, and job postings.
- Operated and maintained applicant tracking and candidate management systems.
- Fostered positive candidate experiences through transparent communication throughout the recruiting process.
- Conducted thorough candidate screenings, resulting in higher quality interviews and placements.
- Developed strong relationships with hiring managers to better understand their needs and successfully fill vacancies in a timely manner.
- Maintained up-to-date knowledge of industry trends and labor market data to inform recruitment strategies accordingly.
Recruiter
Affinity Global
10.2013 - 01.2015
- Established a positive working environment within the recruitment team by promoting open communication and fostering collaboration.
- Coordinated participation in job fairs, college campus events, and networking activities to increase brand visibility among potential candidates.
- Contributed to the development of long-term talent acquisition strategies, aligning with organizational goals and objectives.
- Optimized job postings for maximum visibility, ensuring accurate representation of roles and requirements.
- Streamlined communication between HR team members, hiring managers, and candidates to ensure timely updates on application status.
- Collaborated with hiring managers to develop clear job descriptions and identify ideal candidate profiles.
- Maintained confidentiality of sensitive information while managing a high volume of applications in various stages of completion.
- Met with managers to discuss vacancies, applicant qualifications, and characteristics of top candidates.
- Generated and analyzed reports to monitor employee engagement and attrition trends.
- Developed and monitored employee recognition programs.
Headhunter and Account Manager
Search Inc.
01.2012 - 12.2012
- Developed recruiting strategies to identify qualified candidates and build network.
- Leveraged social media platforms and online job boards to advertise open positions and engage with potential candidates.
- Collaborated with hiring managers to understand company culture and identify ideal candidate profiles for various roles.
- Streamlined the recruiting process for clients by maintaining an organized database of top-tier candidates in various industries.
- Continuously expanded personal network by attending industry events, joining professional organizations, and connecting with thought leaders on social media platforms.
- Established long-lasting relationships with both clients and candidates, fostering trust and confidence in the recruitment process.
- Offered guidance to candidates during resume revisions and interview preparation, increasing their chances of securing job offers.
- Managed end-to-end recruitment processes, from initial job posting through offer negotiation and acceptance, ensuring a smooth experience for all parties involved.
Education
Bachelor of Arts - Human Resources Management
Universidad De Panamá
Panama City, Panama 05.2001 - 05.2007
High School Diploma -
St. Vincent High School
Panama City, Panama 05.2001 - 05.1999
Skills
Operations management
Coaching and mentoring
Team management
Attention to Detail
Analytical and Critical Thinking
Cross-functional collaboration
Customer experience improvement
Strong leadership
Teamwork and collaboration
Problem-solving abilities
Excellent communication
Adaptability and flexibility
Software
Google Drive
Data Base Management
Timeline
Customer Care Supervisor
Foundever Panama
07.2021 - Current
Customer Care Team Lead/Supervisor
Alorica
07.2018 - 07.2021
Recruitment Contractor
Instituto de Acueductos y Alcantarillados Nacionales
11.2016 - 12.2017
Recruiter
Affinity Global
10.2013 - 01.2015
Headhunter and Account Manager
Search Inc.
01.2012 - 12.2012
Bachelor of Arts - Human Resources Management
Universidad De Panamá
05.2001 - 05.2007
High School Diploma -
St. Vincent High School
05.2001 - 05.1999
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