Luz Marina Hurtado
Lima
Summary
Forward-thinking Call Center Supervisor with almost a decade of experience, which has been dedicated to training and mentoring staff to effectively resolve caller inquiries, build loyalty and enhance business revenue. Skilled at training, monitoring and managing exceptional teams handling high-volume calls. Driven and innovative with expertise in developing and implementing training protocols and resources to drive performance and caller satisfaction.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Technical Support Supervisor
Concentrix
San Borja, Lima
08.2021 - Current
- Provided technical support and assistance to customers through phone, email, and remote access.
- Developed training materials for new hires in the Technical Support team.
- Maintained detailed records of customer interactions and transactions.
- Monitored performance metrics to ensure high-quality customer service standards were met.
- Conducted regular performance reviews with direct reports.
- Created processes and procedures for providing effective customer support services.
- Coached employees on improving their communication skills when interacting with customers.
- Tracked employee attendance, leave requests, overtime hours.
- Evaluated software applications for compatibility with existing systems.
- Developed strategies for reducing response times on customer inquiries or complaints.
Customer Service Supervisor
Assist Card
San Isidro - Lima
09.2011 - 12.2018
- Supervised and trained customer service staff to ensure excellent customer service delivery.
- Provided guidance and support to junior customer service representatives, including coaching and mentoring.
- Identified areas of improvement in the customer service process and developed strategies to address them.
- Assisted customers with product inquiries and resolving complaints promptly and professionally.
- Conducted regular team meetings with customer service staff to discuss issues or changes in policies and procedures.
- Ensured all customer inquiries were handled in accordance with company standards and regulations.
- Analyzed feedback from customers to identify trends in order to improve the overall quality of services provided by the department.
- Maintained accurate records of customer interactions for future reference.
- Communicated regularly with other departments regarding any changes in policy or procedure that may affect customers.
Education
Bachelor of Arts - Global Business Administration
Universidad Ricardo Palma
Surco - Lima07-2012
Skills
- Incident Management
- Escalation management
- Software Diagnostics
- Technical training
- Technical Support
- Reporting skills
- Coaching and Mentoring
- Staff Motivation
- Organizational Skills
Certification
- Seminar for Confidential Information and computer Security related to the call center envirorment - 2018
- Seminar for Data Privacy: 2018 global Edition
- Code of Ethics and Conduct in work place envirorments - 2018
- Steps to prevent and Identify Money Laundering in the Work Envirorment -2018
Timeline
Technical Support Supervisor
Concentrix
08.2021 - Current
Customer Service Supervisor
Assist Card
09.2011 - 12.2018
Bachelor of Arts - Global Business Administration
Universidad Ricardo Palma
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