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Sebannia O. — Senior Operations Team Lead from Dominican Republic

Sebannia O.

Senior Operations Team Lead

Dominican Republic 6+ years
Open to offersNew to Platform
Languages
EnglishSpanish
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About

Sebannia O. is an experienced Operations Team Lead with over a decade in customer success, technical support, and operations management, including more than four years in leadership positions within the customer support industry. She has managed remote teams, supervised daily operations, and overseen training and onboarding of new hires for organizations such as Alorica and Hire Horatio. Sebannia has delivered structured training & onboarding, developed SOP creation & documentation, and implemented performance management strategies that enabled team members’ promotion to senior roles. In technical support for Acer computers, she provided Level 2 technical support and handled escalations, maintaining high customer satisfaction and resolution rates. Her work spans optimizing workflows, KPI monitoring, and process improvement, specifically within ecommerce and call center environments, leveraging tools like Gorgias, Amazon Seller Central, and Shopify.

Experience

  • Operations Team Lead

    Hire Horatio · 2021 — Present
    Oversee daily operations while managing a remote team of customer support agents. Facilitate training, onboarding, and coaching sessions for both new hires and existing personnel to enhance performance and service quality. Track KPIs and performance metrics, ensuring the team meets established targets. Conduct regular coaching sessions and performance reviews, providing structured feedback. Address escalations and complex customer and technical issues. Develop SOPs, training materials, and documentation for internal processes and workflows. Collaborate with clients and management to streamline operational processes and enhance team efficiency.

  • CX & Senior Associate

    Hire Horatio · 2021 — 2021
    Deliver high-level customer support while managing complex cases and escalations. Assist Team Leads and Operations by conducting quality reviews and mentoring new agents. Support the training of new hires and provide guidance on processes, systems, and customer interactions. Maintain standards for performance metrics and service quality.

  • CX & Retention Agent

    Alorica · 2019 — 2021
    Manage customer accounts, addressing billing concerns and service-related issues. Focus on customer retention through problem resolution, offering solutions, and ensuring satisfaction. Handle escalated calls and complex customer situations while meeting retention and performance KPIs in a high-volume call center environment.

  • CX & Level 2 Technical Support

    Alorica · 2015 — 2019
    Provide Level 2 technical support for Acer computer products via phone, email, and chat. Troubleshoot hardware and software issues, guiding customers through technical solutions. Escalate complex technical problems as needed and document all cases in the system. Maintain high rates of customer satisfaction and issue resolution.

Skills & Expertise

Customer SupportCustomer ServiceCustomer Service RepresentativeCustomer Service and Admin SupportSoftware and Mobile Development

Education

  • Bachelor’s Degree in Clinical Psychology
    Universidad Autónoma de Santo Domingo (UASD) · 2023 — Present

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