Luis Estuardo Menzel Celis
Team Leader
Guatemala
Summary
Experienced team leader skilled in directing workgroups and driving success. Develops comprehensive strategies, delivers training, and sets ambitious goals for optimal team performance. Adept at fostering open communication and building strong interpersonal relationships. Possesses a big picture focus, effectively communicates goals and vision to inspire success. Known for problem-solving abilities, networking prowess, and building consensus among team members.
Overview
5
5
years of professional experience
6
6
Certificates
2
2
Languages
Work History
Team Leader
HCLTECH Guatemala S.A.
11.2023 - Current
- Effectively manage high-risk billing escalations, collaborating with cross-functional teams to resolve complex issues and prevent client churn
- Ensure timely and accurate resolutions by maintaining transparent communication with clients throughout the process, consistently meeting and exceeding service-level expectations
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Oversee team performance by analyzing key performance indicators (KPIs) such as POC (Point of Contact), SLA (Service Level Agreement), Abandonment Rate, QA (Quality Assurance), and CSAT (Customer Satisfaction)
- Foster clear communication by setting and aligning team goals and expectations
- Drive motivation and team morale by recognizing achievements, providing constructive feedback, and supporting team members during critical moments to ensure sustained high performance
- Developed team members skills through targeted coaching sessions, resulting in improved individual performance.
Customer care representative
HCLTECH Guatemala S.A.
11.2021 - 10.2023
- Send copy of documents
- Handle manager/escalated calls to find the best resolution for the customer
- Enhanced customer satisfaction by promptly addressing and resolving B2B client inquiries and concerns.
- Trained Call Center, Written and Bangalore departments in regards the OTC Fee tool to show them step by step how to handle an OTC Fee call and use the tool
- Reduced response times for critical issues by implementing an escalation process that streamlined communication between departments involved in troubleshooting efforts.
Customer care representative
Alorica S.A.
06.2021 - 10.2021
- Promptly handled an average of 85 calls from sales and customer inquiries related to postpaid line activations
- Assisted call-in customers with questions and orders.
- Managed high call volume with exceptional professionalism and efficiency.
Customer care representative
Allied Global S.A.
09.2020 - 11.2020
- Provided the best resolution to customers related to prepaid line issues
- De-escalated different scenarios by providing billing alternatives
Customer care representative
Alorica S.A.
01.2020 - 06.2020
- Provided the best experience to customers who had concerns with their telephone service, guiding them to solve any problem
- Actively worked to display a courteous and empathetic attitude to customers
- Retained customers that wanted to cancel the services with the company
Education
Business Administration -
Mariano Galvez
Skills
Team supervision
Teamwork and collaboration
Work planning
Team motivation
Coaching and mentoring
Documentation
reporting
Analytical thinking
Key performance indicators
Certification
LSS Yellow belt
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Languages
Spanish
English
Timeline
Team Leader
HCLTECH Guatemala S.A.
11.2023 - Current
Customer care representative
HCLTECH Guatemala S.A.
11.2021 - 10.2023
Customer care representative
Alorica S.A.
06.2021 - 10.2021
Customer care representative
Allied Global S.A.
09.2020 - 11.2020
Customer care representative
Alorica S.A.
01.2020 - 06.2020
Business Administration -
Mariano Galvez