Gustavo J. •••••

Verified

Team Lead (Cl10)

Condominio Blue Casa 160, Belén, Heredia, Costa Rica

hidden@email.com

+1 (555) 000-0000

About

Customer service, technical support, and operations specialist with over 15 years of experience in multinational BPO environments.

Experience

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Team Lead (CL10)

Accenture Sociedad de Responsabilidad Limitada

Led operational teams, monitored KPIs, and drove performance improvements. Delivered coaching and performance reviews to enhance agent capabilities. Supported reporting, client expectations, and process optimization initiatives.

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Technical Support SME & Quality Analyst

CSS Corp Technology Services Limitada

Provided advanced technical support and resolved complex escalations. Performed quality audits and delivered actionable feedback for improvement. Assisted operations with training, process updates, and documentation.

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Customer Relations Management

Hewlett Packard Enterprise

Managed customer relations for enterprise accounts. Resolved escalated issues and ensured strong client satisfaction. Coordinated with internal teams to deliver effective solutions.

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SME & Real Time Analyst

The Results CR Sociedad Responsable Limitada

Supported frontline agents as SME. Monitored queue performance and staffing levels in real time. Provided insights that improved operational efficiency.

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Sales Representative

Startek International Limited

Conducted outbound and inbound sales interactions. Achieved sales quotas through effective communication.

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Customer Service Representative

Teleperformance Costa Rica

Handled customer inquiries and troubleshooting. Maintained strong service quality scores.

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CSR & SME

Teletech Customer Care Management Costa Rica

Provided customer support and resolved escalations. Served as SME offering training and process guidance.

Education

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Sound Engineer – Post Grade

Vonkelemen Institute of Arts

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Secondary

Cortez High School

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Elementary

Sir George Étienne Cartier Public School

Top Skills

Customer Relations Management Advanced Technical Support Escalation Handling Troubleshooting & Issue Resolution Quality Assurance & Auditing Team Leadership & Coaching Real-Time Analysis KPI Management & Reporting Training & Onboarding Support Process Improvement & Workflow Optimization Strong Verbal and Written Communication Conflict Resolution Client Interaction & Stakeholder Management Team Collaboration Adaptability & Problem Solving CRM Tools & Ticketing Systems Knowledge Base Management Microsoft Office Suite Reporting Tools & Dashboards

Preferences

Expected Salary

$20,000 / year

Open to Remote

Open to Relocate

Languages

English Native/10

Spanish C1+/10

Interested in Gustavo?

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