Lorenzo Villanos

Supervised and led a team of 15+ customer service agents, ensuring efficient operations and a high standard of service delivery. Monitored daily performance, including customer interactions, to ensure adherence to company policies, service standards, and key performance indicators (KPIs). Maintained high levels of employee engagement and motivation by fostering a positive, supportive team environment.

Provided high-quality customer support through phone, email, and live chat, ensuring customer inquiries were handled efficiently and effectively. Consistently recognized as a Top Agent for 4 consecutive years based on performance metrics, including customer satisfaction scores (CSAT) and first-call resolution (FCR). Promoted to Customer Service Supervisor within 4 years due to proven leadership skills, consistent high performance, and ability to coach and develop others.