Summary
Overview
Work History
Education
Skills
Timeline
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Daniela Mercado

Daniela Mercado

Assistant Contact Center Manager
Puebla

Summary

Dynamic operations leader with a proven track record at Teleperformance, excelling in team leadership and quality management. Enhanced customer satisfaction through effective complaint resolution and implemented training programs that boosted employee performance. Recognized for driving strategic growth initiatives and fostering collaboration, resulting in improved operational efficiency.

Overview

7
7
years of professional experience

Work History

Assistant Manager

Teleperformance
02.2022 - 01.2024
  • Supervised day-to-day of 7 supervisors operations to meet performance, quality and service expectations.
  • Improved customer satisfaction by addressing and resolving complaints promptly.
  • Developed strong working relationships with staff, fostering a positive work environment.
  • Promoted teamwork within the workplace by encouraging collaboration among staff members on various project tasks.
  • Collaborated with the management team to develop strategic plans for business growth and improvement.
  • Mentored junior staff members in their professional development by offering guidance/support in their assigned roles.

Operations Supervisor

Teleperformance
12.2020 - 08.2022
  • Managed daily operations for optimal performance, ensuring smooth workflows and timely completion of tasks.
  • Implemented quality control systems to reduce errors, resulting in increased customer satisfaction rates.
  • Maintained open lines of communication with upper management to provide regular updates on operational progress and challenges faced by the team.
  • Developed strong relationships with key customers to better understand their requirements and tailor services accordingly.
  • Enhanced team productivity by providing ongoing training, coaching, and mentoring to staff members.

Quality Analyst

Teleperformance
Puebla
01.2019 - 02.2020
  • Provided detailed reports on quality metrics to management, enabling informed decision-making regarding process improvements.
  • Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
  • Collaborated with cross-functional teams to develop and implement targeted solutions for identified quality issues, ensuring continuous improvement.

Sales Agent

Teleperformance
Puebla
01.2017 - 09.2019
  • Assisted call-in customers with questions and orders.
  • Increased sales revenue by consistently meeting and exceeding sales targets.
  • Enhanced product knowledge through continuous training and professional development opportunities.
  • Achieved top performer status within the company due to consistent high sales numbers.

Education

BBA - English Teaching

Benemertita Universad Autonoma De Mexico
Puebla
05.2001 -

Skills

Operations management

Team leadership

Employee performance evaluations

Problem-solving

Employee scheduling

Recruiting and interviewing

Timeline

Assistant Manager

Teleperformance
02.2022 - 01.2024

Operations Supervisor

Teleperformance
12.2020 - 08.2022

Quality Analyst

Teleperformance
01.2019 - 02.2020

Sales Agent

Teleperformance
01.2017 - 09.2019

BBA - English Teaching

Benemertita Universad Autonoma De Mexico
05.2001 -

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Daniela MercadoAssistant Contact Center Manager