Kristoffenson S.
Senior Customer Service Team Lead
Open to offersNew to PlatformAbout
Kristoffenson S. is an experienced Service Delivery Team Lead with nearly eight years at Ttec, a company in the customer service and operations domain. Since December 2017, Kristoffenson has supervised agent teams, overseeing daily workflows, performance monitoring, and managing escalations to ensure consistent adherence to service level agreements (SLAs) and key performance indicators (KPIs). Kristoffenson’s responsibilities include coaching agents, conducting quality checks, implementing improvement plans, and maintaining clear communication with stakeholders and support teams. Through process oversight and operational coordination, Kristoffenson ensures all team activities meet policy requirements and drive customer satisfaction, utilizing skills in performance analysis and collaborative process updates within the BPO/customer service industry.
Experience
CSR II
Ttec · 2017 — 2017Handled responsibilities as a CSR II, providing customer service in accordance with company procedures.Temp. Trainer
Ttec · 2017 — 2017Served as a temporary trainer, facilitating training sessions and supporting agent development during the designated period.Team Lead
Ttec · 2017 — PresentSupervise a team of agents by overseeing daily workflows, monitoring performance and quality, and coordinating with support teams. Conduct coaching, manage escalations, support process updates, analyze trends, and communicate with stakeholders to ensure service quality and adherence to SLAs and KPIs.
Skills & Expertise
Education
- High SchoolAgoncillo National High School · — — 2009
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