Team Leadership: Supervise and support a team of customer service agents, providing guidance and assistance in resolving complex customer inquiries.Performance Management: Monitor team performance metrics, conduct regular performance evaluations, and implement improvement plans as needed.Training and Development: Organize training sessions for new hires and ongoing development programs for existing staff to enhance their skills and knowledge.Quality Assurance: Review and analyze customer interactions to ensure compliance with company standards and identify areas for improvement.Problem Resolution: Address escalated customer issues and provide effective solutions while maintaining a high level of customer satisfaction.Reporting and Analysis: Generate and analyze performance reports to identify trends and areas for improvement, and present findings to upper management.Collaboration: Work closely with other departments to ensure seamless communication and resolve any operational challenges.

- Led a team of 25 customer service representatives, providing coaching and development to ensure high performance and customer satisfaction- Streamlined support operations, reducing response times and improving first-contact resolution rates- Monitored and analyzed KPIs (CSAT, NPS), identifying areas for improvement and developing action plans- Enhanced team productivity through regular training sessions, feedback, and motivational programs- Resolved escalated issues, improving customer retention rates by effectively addressing complex inquiries- Collaborated cross-functionally with sales and technical teams to ensure seamless service delivery- Implemented feedback mechanisms to capture customer insights and improve overall service quality- Drove innovation by adopting new tools and technologies that enhanced team efficiency and customer satisfaction

- Worked as a sales professional at Generali Insurance, consistently exceeding sales targets and contributing to company growth- Mentored a team of 10 new sales representatives, providing guidance, training, and ongoing support to help them develop their skills and confidence- Developed and implemented personalized coaching plans, enabling team members to improve performance and reach individual goals- Led by example, showcasing best practices in customer engagement and closing deals, which inspired the team to follow suit- Organized regular team meetings to discuss challenges, share knowledge, and ensure alignment with company objectives- Improved team productivity by fostering a positive, collaborative work environment, resulting in higher motivation and retention rates- Successfully increased overall team sales by [percentage or number] through targeted mentorship and structured training programs- Maintained excellent client relationships, ensuring long-term customer satisfaction and loyalty, which boosted overall sales results