berto
Mid-Level Customer Service Team Leader
Open to offersNew to PlatformAbout
Roberto F., with a decade-long track record in leadership roles, has demonstrated expertise in both the IT and business operations industries. As a Team Leader at Concentrix, he led a team of 20, improving efficiency through task delegation and team performance monitoring. At Startek, he served as an Engagement Coach and Team Leader, enhancing service delivery and customer satisfaction through active listening and performance optimization. In his previous IT roles at Global Quest and L. Innovations, Roberto spearheaded technology strategies aligning with business objectives, managed software and hardware deployments, and provided comprehensive technical support. Roberto’s solid foundation in project management and team collaboration underscores his capacity to drive coaching techniques and conflict resolution, fostering high-performing teamwork environments. He holds a degree in Computer System Technology from AMA University, further complementing his skill set with practical experience in Microsoft Access and office tools.
Experience
Team Leader
Concentrix · 2022 — 2026Oversaw daily operations for a team of 20, delegating tasks to enhance efficiency. Monitored production activities and employee performance, addressing inefficiencies to optimize workflow. Analyzed reports to ensure KPI achievement, fostering team motivation through recognition of milestones and providing targeted support to help team members reach their goals.Engagement Coach / Team Leader
Startek · 2015 — 2022Facilitated high first contact resolution rates by supporting team members and identifying areas for improvement. Provided performance evaluations with constructive feedback, while inspiring teams to meet goals through motivation and team-building initiatives. Managed customer care inquiries, ensuring effective solutions while maintaining excellent employee relationships.IT Specialist
Global Quest · 2014 — 2015Led the IT department by overseeing daily operations and aligning technology strategies with business objectives. Monitored network performance and managed software and hardware deployments. Delivered technical support while negotiating contracts with vendors for cost-effective IT solutions and fostering the recruitment and development of IT staff.IT Administrator
L. Innovations · 2014 — 2014Installed and configured software and hardware to ensure smooth operations. Monitored system performance, identifying and resolving issues proactively. Provided end-user support and training, supporting CCTV calibration and configuring structural cabling for DVR systems.IT Specialist
Viva Group of Entertainment · 1999 — 2003Reinstalled operating systems, conducted maintenance, and upgraded components to optimize system performance. Provided customer support to improve user experience and installed LAN cabling to enhance network connectivity.
Skills & Expertise
Education
- Bachelor of Computer System TechnologyAMA University · 1997 — 2001
- High SchoolTrinity University of Asia · 1993 — 1997
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