Position: Team Lead
Category: Support
English level: fluent
Years of experience: 2

Skills obtained:
Adapting to a fast pace environment while working to learn quickly on how to manage multiple tasks;
Excellent project management skills and client management.
Ability to multi-task and prioritize;
Ability to self-learn and make decisions;
Strong organizational skills;
Ability to adapt to a dynamic environment where changes may take place at any given time.

Personal contribution to the project:
Actively reporting knowledge gaps in client’s processes
Improving processes of the client
Creating and editing the unique internal training material for agents.
Team building activities
Improving the performance of the team up to the client’s targets
1 year 5 months as TL in Customer Support (responsible for 10-15 agents), 1 year 3 months as Spanish CSR. 
I am a Team Lead focused on achieving the established KPIs by the team, helping CSRs find a balance between speed and quality, thereby achieving maximum team efficiency. Able to prioritize tasks depending on the requirements of the client and the urgency / priority of the task, able to multitask. Attentive to details, empathic and inspiring manager who leads CSRs to achieving the goals. Able to work under stressful conditions. Responsible, thoughtful and punctual. Have experience in business communication with the client, attending client's meetings, making analysis of KPIs, presenting the progress of KPIs of the team to the client.