Summary
Overview
Work History
Skills
Certification
Timeline
Generic

Carlos Rosas

Operations Manager
Tegucigalpa

Summary

Customer service professional with over 10 years of experience in the BPO industry, specializing in customer service, tech support, and leadership. Proven ability to deliver exceptional customer experiences and drive operational excellence. Skilled in balancing efficiency with empathy, leveraging data for decision-making, and fostering team development. Excited to bring a customer-first mindset and a passion for problem-solving to remote customer service roles.

Overview

8
8
years of professional experience
1
1
Certification
2
2
Languages

Work History

Operations Manager

IntouchCX
Tegucigalpa
04.2024 - Current
  • Oversee operational performance, ensuring client satisfaction and team success.
  • Drive process improvements and implement strategies for enhanced efficiency.
  • Mentor and support team leaders to achieve performance goals.

Senior Team Lead

IntouchCX
02.2023 - 04.2024
  • Supervised and mentored a team of Team Leads, ensuring adherence to compliance standards and operational procedures.
  • Conducted regular audits to evaluate and enhance Team Lead performance on daily tasks.
  • Designed and implemented strategies to maximize team productivity and efficiency.
  • Collaborated with management to identify areas for improvement and drive continuous development within the organization.

Team Lead

24-7 Intouch
11.2020 - 02.2023
  • Oversaw a team of technical support representatives specializing in home security and home automation systems.
  • Conducted regular audits of agent calls and performance to ensure compliance with client standards and quality expectations.
  • Provided constructive feedback and coaching to enhance agent skills and overall team performance.
  • Collaborated with leadership to implement strategies that aligned with client requirements and operational goals.

Technical Support Specialist

24-7 Intouch
02.2020 - 10.2020
  • Provided technical support for security and home automation products via phone, chat, and email.
  • Resolved complex issues efficiently, enhancing customer satisfaction.

Customer Service Representative

Startek Honduras
12.2016 - 06.2018
  • Delivered high-quality customer support, addressing inquiries and resolving complaints efficiently.
  • Upsold accessories and plan upgrades, contributing to increased revenue and customer satisfaction.
  • Maintained top-tier customer satisfaction scores by providing attentive and solution-focused service.

Skills

Leadership Development

Contact Center Operations

Time Management

Operations management

Problem-solving

Customer service

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Certification

EF SET English Certificate, 77/100, C2 Proficient

Timeline

Operations Manager

IntouchCX
04.2024 - Current

Senior Team Lead

IntouchCX
02.2023 - 04.2024

Team Lead

24-7 Intouch
11.2020 - 02.2023

Technical Support Specialist

24-7 Intouch
02.2020 - 10.2020

Customer Service Representative

Startek Honduras
12.2016 - 06.2018

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Carlos RosasOperations Manager