Juan Carlos Avalos Hernandez
Summary
With over 8 years of experience in customer service support within a BPO environment, I have consistently driven team performance and optimized operational processes to achieve business objectives. My expertise in team management and logistics coordination has enabled me to streamline workflows and enhance efficiency, leveraging data analysis and strategic planning for continuous improvement.
Overview
8
8
years of professional experience
Work History
Operations Coordinator, DiDi Fintech
Atento
05.2023 - Current
- Coordinated a group of 4 up to 6 Team Leaders to provide customer service support across all lines of business of DiDi Fintech, including Credit Card, Cash Loans, and DiDi Pay.
- Improved employee performance by implementing training programs and conducting regular performance reviews utilizing coaching techniques and Scorecard methodology, assuring the achievement of KPI goals, such as QA, CSAT, AHT, FCR.
- Managed forecasting and scheduling for the team, ensuring optimal staffing levels and efficient resource allocation to meet service level agreements and key performance indicators
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
Sr. Team Leader, DiDi Fintech
Atento
08.2022 - 04.2023
- Directed a group of Team Leaders in the successful implementation & execution of the DiDi Fintech Cash Loans & Credit Card campaign.
- Fostered strong relationships with key stakeholders through regular updates, maintaining transparency on project status at all times.
- Monitored key performance indicators, making necessary adjustments to strategies and processes, leading to improved customer engagement and satisfaction.
- Produced weekly, daily and monthly activity reports and forecasts.
Team Leader, DiDi Fintech
Atento
06.2021 - 07.2022
- Led a dedicated team of CSRs in the successful implementation of the DiDi Fintech, Cash Loans campaign, creating a Back Office and inbound team.
- Implemented quality assurance measures to ensure high standards of customer service were maintained across all channels.
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
Written Channels Team Leader, DiDi Food
Atento
11.2020 - 06.2021
- Led a team of 20 agents responsible for managing customer service through written channels.
- Aligned various customer service processes to ensure consistent and efficient handling of inquiries and issues.
- Trained team members on best practices for written communication, ensuring clear, professional, and empathetic responses to customer inquiries
- Monitored and analyzed customer service metrics to identify areas for improvement and implement necessary changes.
- Conducted regular team meetings to review performance, share feedback, and discuss strategies for continuous improvement
Team Leader, DiDi Food
Atento
01.2019 - 11.2020
- Led a team of over 80 agents in the successful implementation of DiDi Food Campaign
- Developed and executed detailed campaign strategies, defining objectives and key performance indicators (KPIs) to measure success
- Set up and configured necessary software and tools for campaign management, ensuring data integration and synchronization across platforms
- Facilitated communication and collaboration within the team, resulting in a 30% increase in team efficiency
- Established customer support channels to handle inquiries and issues, and collected feedback to assess campaign effectiveness
CSR
Atento
01.2017 - 01.2019
- Assisted healthcare professionals in troubleshooting issues with GE Healthcare equipment
- Scheduled and assigned technicians if an equipment was required to be fixed
- Managed high call volumes, maintaining a professional demeanor during peak hours and effectively multitasking in a fast-paced environment.
Education
Facultad de economía UNAM
08.2014
Skills
- Project Management
- Payroll administration
- Stakeholder Engagement
- Forecasting and Scheduling
- Problem-Solving
- Process Improvement
- Performance Monitoring
- Process implementation
Languages
English
Advanced (C1)
Timeline
Operations Coordinator, DiDi Fintech
Atento
05.2023 - Current
Sr. Team Leader, DiDi Fintech
Atento
08.2022 - 04.2023
Team Leader, DiDi Fintech
Atento
06.2021 - 07.2022
Written Channels Team Leader, DiDi Food
Atento
11.2020 - 06.2021
Team Leader, DiDi Food
Atento
01.2019 - 11.2020
CSR
Atento
01.2017 - 01.2019
Facultad de economía UNAM
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