Pedro Rodriguez Enrique

Sutherland Global Services, Monterrey N.L.
Business Process Outsourcing

(BPO) Experience
10 Years experience in call center fields.
Jan 2017 - Oct 2023
Programs Experience

Fiserv - Supervisor Position (1 year ) Tasks performed:
Leading a team of 18 agents, helped develop agents with customer service skill, sales, and technical skills. Daily weekly tasks like coaching's, team meetings, audits, and performance follow up.

Go daddy. Supervisor Position (6 months) Tasks
performed: Leading a team of 12 agents, helped develop agents with customer service skill, sales, and technical skills. Daily weekly tasks like coaching's, team meetings, audits, and performance follow up.

FUBO, Supervisor Position (5 Months) Tasks performed:
Leading a team of 30 SME's/MENTORS, helped develop leadership skills, preparing them for the next step in their career sharing best practices, supervisor's tools, and team management skills.

Great Health Works - Sr Team Manager Position (1.5
months) Tasks performed: Leading 4 Supervisors for success, helping develop leadership skills, team performance follow-ups. Managed important activities/meetings with client such as weekly/monthly/Quarterly business reviews. Helped develop processes and tools for program improvement.

Rent a Center - Sr Team Manager/ Jr Account Manager
Position (3 Years ) Tasks performed: Leading a new project for success, with the responsibility to manage a ramp-up of 60 agents head account by contract starting with our first 25 HC training group, managed hiring process, organizing new training groups, program schedules, financial decisions, helped new supervisors develop leadership skills with engagement skills. Managed important activities/meetings with client such as weekly/monthly/Quarterly business reviews, developing processes, tools, and client's material/content for program's success.