Laura Andrea Niño Gonzalez

Gestionar campañas integrales de marketing, brindando soporte al cliente y coordinando eficientemente procesos de distribución para mejorar el rendimiento general de Oroa España, supervisando métricas clave y asegurando la satisfacción de los clientes.

Lead and developed 4 supervisors responsible for 15 agents in each team, meaning managed a total of 50-60 agents for night shift. Also, conducted daily meetings with supervisors focused on recognition, elimination of obstacles, create action plan and assign KPI's targets for the day.

Developed a total of 12 team leaders, 6 quality analyst and 8 operation managers focused on leadership skills (technical and human). Lead weekly four-way feedback calls with the AT&T client to validate the quality of customer service that was handled at each level of the hierarchy.

Managed 6 new training classes comprised of 15 to 25 agents each month for AT&T lines of business such as television, telephony, internet, sales, and social media.

Managed 30 to 35 agents each month in lines of business such as DIRECTV billing & programming. Executed daily quality assessments to validate and provide feedback on call handling, policies and information transparency meeting a 70% target.

Achieved and sustained a customer satisfaction score of 80% month after month. Handled 35 to 40 customers per day with an overall average handling time of 1200.