Carlos Daniel Marquez Hernandez
Supervisor Call Center
Mexico
Summary
Dynamic professional with a proven track record at Foundever, excelling in leadership and KPI-driven performance. Adept at fostering collaboration and enhancing operational efficiency through critical thinking and effective communication. Skilled in data analysis and multitasking, consistently delivering impactful training programs and optimizing team workflows.
Overview
5
5
years of professional experience
2
2
Language
Work History
Coaching Staff Member
Foundever
07.2024 - Current
* Kpi target and coaching base on Behavior
* Evaluated request changes based on future weekly projections using Verint.
* Changes payroll review and corrections
* Email follow up and sheets report, slack and jabber usage
* Multitasking and lidership with 14 people
* Report presentation to client or agents
SME Team Leader
Foundever
03.2024 - 07.2024
- Led cross-functional teams to enhance project delivery and operational efficiency.
- Developed and implemented training programs to elevate team performance kpi and knowledge.
- Analyzed team performance metrics to identify areas for improvement and optimize workflows.
- Fostered a collaborative environment to encourage resource sharing and problem-solving among team members.
- Verint analysis for real time next well and next week/ noción
Agent Representative
Foundever
01.2023 - 03.2024
- Supported customers by resolving inquiries and providing accurate information regarding products and services.
- Adapted to new systems and processes swiftly, enhancing customer interaction efficiency.
- Collaborated with team members to ensure consistent service delivery and operational excellence.
- Monitored customer feedback to identify areas for improvement in service quality.
Agent Representative
Ttech
02.2021 - 04.2023
Optimized customer engagement for Dish Latino.
Education
High School Diploma -
06.2012
Skills
Data analyst
Multitasking
Goal driving
Leadership skills
Adaptable
Work better in a unexpected issue
People skills / effective communication
Collaboration between areas
Organizing
Solutions critical thinking
Team player
Constructive feedback
Delegation
Timeline
Coaching Staff Member - Foundever
07.2024 - Current
SME Team Leader - Foundever
03.2024 - 07.2024
Agent Representative - Foundever
01.2023 - 03.2024
Agent Representative - Ttech
02.2021 - 04.2023
Spring Valley - High School Diploma,