Jason Cuevas
Carretera Mella El Almirante
Summary
Experienced call center supervisor with over six years in the industry, including 2.4 years in a supervisory role. Proficient in managing high-performance teams, implementing efficient processes, and ensuring excellent customer service outcomes. Possess strong people skills, advanced Excel management capabilities, and B2-level English proficiency, contributing to smooth communication and operational excellence.
Overview
6
6
years of professional experience
Work History
Call Center Supervisor
Advensus Contact Center
2022.06 - Current
- Lead a cohesive team of 15+ associates providing coaching, support, and performance feedback to achieve and exceed customer service targets
- Monitored daily operations to ensure adherence to quality standards
- Created and analyzed reports using Excel to identify trends, improve KPIs, and streamline processes
- Collaborated with team members and management to address process gaps
Call Center Agent
Advensus Contact Center
2018.07 - 2022.06
- Managed inbound/outbound calls and resolved customer inquiries effectively
- Maintained high customer satisfaction scores and consistently met performance metrics in areas like call handling time and customer experience
Education
English -
Dominico Americano Cultural Institute
2011-03
Some College (No Degree) - Engineering
Universidad Dominicana O&M
Skills
- Leadership and People Skills
- Excel and Data Analysis
- Communication
- Problem-Solving
- Reporting skills
- Coaching and Mentoring
Timeline
Call Center Supervisor
Advensus Contact Center
2022.06 - Current
Call Center Agent
Advensus Contact Center
2018.07 - 2022.06
English -
Dominico Americano Cultural Institute
Some College (No Degree) - Engineering
Universidad Dominicana O&M