Results
Here, the outcomes and achievements of the project are highlighted, including user feedback, adoption rates, and industry recognition
1
Leadership Competition
Collaborated with Pablo Vanegas, an account executive, to participate in a leadership competition, where I competed against other 12 leaders to achieve the shortest call times across the entire Más Móvil account, and as a result achieved recognition for maintaining the lowest call durations with a team of 20 agents.
2
Successful Back-Office Transition from Panamá to Colombia
The team in Colombia reached full operation in two months, 33% faster than planned.
3
Enhanced Skills
Gained significant experience in team leadership, time management, problem-solving, and adaptability.
The focus was on improving call efficiency and customer satisfaction, which was later extended to managing and mentoring teams, as well as transitioning operations to Colombia.
Process
The project involved working with Más Móvil Panama, starting in the pandemic season, which means that from the year 2019 I start a 5-years remote working, and also as a call center agent and quickly progressing to a leadership role within three months.
Context
1
Started as a call center agent handling customer queries and complaints. Demonstrated exceptional performance with low call durations and high-resolution rates.
Initial Phase: Call Center Agent
2
Promoted to a leadership position within three months due to outstanding performance.
Took on responsibilities of team management, mentorship, and training new agents.
Promotion to Team Leader
3
Solution
Collaborated with a supervisor to establish a back-office operation in Colombia, successfully transitioned the back-office functions from Panama to Colombia. We established an ongoing supervision and support structure to ensure the team's success from day one.
Promotion to Team Leader
1
Implemented strategies to quickly resolve customer queries, reducing average call duration.
Efficient Call Handling
2
Provided leadership and mentorship to the team, fostering a collaborative and high-performing environment.
Team Management
3