Carolina Guzmán

About Carolina Guzmán

Positive, organized, and detail-oriented Senior Supervisor based in the U.S, with a…

Experience

1. Team Leader Ii

   Aucera

   Sep 2023 — Present · Orlando, FL, US

   Ensure the team is meeting all Corporate, Call Center and client expectations in all areas of performance, quality and compliance.Create and maintain a motivating and positive sales-driving working environment.Utilize monitoring systems to effectively evaluate agent’s performance to promote sales. Provide leadership, coaching, support and develop plans to achieve the call center client’s goals.Partner with other Team Leaders to drive continuous optimization across department processes to meet the fast-changing business needs.Monitor current training programs by identifying training needs and providing recommendations/feedback on programs and activities.Provide and monitor current coaching program by identifying support needs as well as providing recommendations/ feedback for ongoing training.Prepare weekly and monthly reports on the team\'s production and overall performance.Be an active participant in driving change and improvement in our department by sharing feedback, participating in Team Leader meetings, making suggestions, attending department meetings, etc.Daily review of payroll adjustments, working with payroll department.Daily review of all Agent’s adherence, giving daily, and monthly feedback and adjustments to all Team Leaders.Daily and weekly review and post of all campaign’s winners, updating information in payroll, Teams, and Sales Reports.Update Sales’ performance report (Daily, weekly, annual, in terms of last year goals v/s proposed and stretch goals for this Year).

Education

• Universidad Nacional Andrés Bello

  Psicóloga

  1995 — 2000

• Universidad Adolfo Ibáñez

  Diplomado en Gestión de RRHH

  2002 — 2002

• Universidad Nacional Andrés Bello

  Bachiller en Humanidades

  1993 — 1995

• Pontificia Universidad Católica de Chile

  Diplomado en Desarrollo Organizacional

  2010 — 2010

Skills

• Inglés
• Microsoft Excel
• Microsoft Office
• Liderazgo De Equipos
• Planificación Estratégica
• Estrategia Empresarial
• Microsoft Project
• Microsoft Powerpoint
• Negociación
• Cambio Organizacional
• Change Management
• Team Leadership
• Business Strategy
• Español
• Desarrollo Organizacional
• Liderazgo
• Servicio De Atención Al Cliente
• Gestión De Cambios
• Planeamiento De Proyectos