Alejandro M.
Junior BPO Team Leader
Open to offersNew to PlatformAbout
Alejandro M. is an experienced BPO professional specializing in customer service, technical support, and team leadership within the outsourcing industry. As a Team Leader at Intouchcx, he manages team performance, ensuring KPIs such as CSAT/NPS, AHT, and QA scores are met or exceeded, and regularly analyzes data to drive improvement through individualized coaching and detailed documentation. In previous roles, Alejandro delivered technical troubleshooting and support for home entertainment products, managed floor support as a Subject Matter Expert, and resolved complex customer inquiries in sectors like telecommunications and retail. He demonstrates strong reporting and escalation handling abilities, consistently ensuring adherence to process standards and quality metrics in high-volume call center environments.
Experience
Team Leader
Intouchcx · 2024 — PresentOversees team performance to ensure all members achieve client expectations in their KPIs, such as CSAT/NPS, AHT, and QA scores. Conducts performance analysis to identify gaps and best practices among agents. Maintains updated performance metrics and ensures alignment with KPIs. Provides weekly one-on-one coaching sessions to develop agents, creating actionable plans post-coaching. Monitors attendance and adherence, addressing absenteeism with targeted plans. Manages escalated calls and provides real-time feedback on agent performance, issuing necessary solutions. Compiles end-of-day and monthly reports, documenting coaching sessions, corrective actions, and performance trends.Subject Matter Expert
Intouchcx · 2023 — 2024Offers real-time assistance to agents by addressing process-related inquiries and providing immediate feedback during floorwalks. Handles supervisor escalations to ensure resolutions adhere to the knowledge base. Supports Team Leaders in agent coaching, particularly for addressing process and knowledge gaps. Shares effective techniques for chat and call handling.Technical Support Representative I (Home entertainment Products)
Intouchcx · 2019 — 2023Manages inbound chats concerning issues related to home entertainment products. Diagnoses hardware and connectivity problems while providing comprehensive troubleshooting steps. Dispatches technicians when issues cannot be resolved remotely.Customer Service Representative (AT&T)
Ibex Global · 2018 — 2019Handles inbound calls related to billing, account management, and service inquiries. Delivers customer service marked by professionalism, empathy, and patience while meeting and exceeding KPIs such as CSAT, AHT, and FCR. Ensures adherence to client policies and data privacy regulations.CSR I, CSR II, QA apprentice
Visaya KPO · 2017 — 2018Addresses inbound chats and emails regarding order and delivery issues. Provides real-time support to agents for product and process inquiries. Evaluates customer interactions using QA scorecards to ensure process accuracy and compliance with quality standards. Analyzes QA results and prepares daily, weekly, and monthly QA reports.Customer Service Representative (Frontier Communication)
Alorica · 2016 — 2016Handles inbound calls concerning billing, account management, repair ticket statuses, and service inquiries.Online Customer Care (Sears)
Sitel · 2015 — 2016Manages inbound calls related to orders, delivery issues, returns, and refunds.
Skills & Expertise
Education
- Degree not specifiedFrancisco Alindogan National High School · 2006 — 2010
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