Camila
Carpio
Operations Team Leader
Profile
Customer service professional,
energetic & proactive, confident in
making quick effective decisions.
Result-oriented, improving customer
experience through managing,
training, leading overall functions and
staff of customer service activities.
-Jul 13, 1994
-
www.linkedin.com/in/camila-carpio-
Experience
Mar 2020- Present
Operations Team Leader
Telus International
Supported the customer service operation of companies such as
Hudson's Bay Company, Saks Fifth Avenue, Saks OFF 5TH, EPIC
Games and Omio by:
• Providing direction and guidance to ensure the consistent
achievement of key performance metrics.
• Monitoring and evaluating calls and/or emails/chats.
• Achieving, measuring, reporting, and communicating goals
attainment for the assigned team.
• Ensuring accurate and timely communication of issues to the
Operations Manager.
• Coaching, mentoring, and developing agents team for skills
expansion and promotional opportunities.
• Analyzing, summarizing, and/or reviewing data; report
findings, interpreting results, and making recommendations.
• Initiating corrective and disciplinary actions.
• Preparing WBR & MBR presentations to provide highlights,
lowlights and actions to take to the operation.
• Meeting with the direct account client to touch base and discuss
updates, account needs and requests.
Dec 2018- Mar 2020
Customer Experience Analyst
Telus International
Supported the customer service operationof Hudson's Bay
Company, Saks Fifth Avenue and Saks OFF 5TH by:
• Conducting transaction monitoring of CSRs calls/e-mails /chats
and Social Media interactions or any and RCA with the aim of
helping Contact Center Operations in driving the consistency
of quality assurance and excellent customer experience to
maintain client confidence and loyalty.
• Reporting Creations and updating Customer Experience
reports (e.g., Daily Internal Errors, Scorecard Upload, NICE,
Verint, etc.) for the account by retrieving and updating the
respective files and data for accurate analysis and process
improvement/innovation.
• Targeted analysis reviews and analyzing data that affects
Customer Experience.
• Highlighting areas for improving immediate necessities, and
overall strengths impacting customer experience that will lead
to effective recommendations to drive account performance.
• Preparing calibrations in advance to analyze calibration
material and ensure compliance with calibration deadlines.
Actively participate during calibration discussions to ensure
alignment with business, customer experience data, and
coaching methodology.
• Creating QA form audits to evaluate CSR's as well as reviewing
and suggesting changes on the existing ones.
Dec 2014- Nov 2018
Customer Service
Telus International
Provided customer service (answering incoming customer calls,
emails, chats and social media posts) for companies such as
Netspend, DeNA, Fitbit, Saks Fifth Avenue and Saks OFF 5TH, as
well as:
• Contacting customers, vendors, partners, or any other party
when required.
• Listening and identifying the root cause of a case, interacting
with the customer on the telephone, through online networks,
and/or mail, and resolve problems accordingly.
• Meeting established individual and team performance targets,
which include customer service, product quality standards, and
any other the business deems necessary.
• Keeping updated knowledge of accounts policies and products
• Maintaining adequate proficiency in products and platforms
supported.
• Reading and ensuring understanding of new or actualized
policies, procedures, and products.
• Communicating with the supervisor, team members, and other
teams regarding problems, solutions, and trends.
Education
Mar 2012 - Present
Marketing
Universidad de El Salvador
Skills
• Problem Solving
• Communication
• Leadership
• Analytic
• Time Management
• Customer Service
• Highly Motivated
• Ability to work in a team
• Decision Making
Languages
Spanish
Native
English
Advanced
German
Elementary
