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Daniela Quintero

@danielaquintero

Operations Supervisor with 4 years of leadership experience in the BPO industry, driving operational performance and delivering strong client-focused.

Colombia

Message

At Intouch CX, I supervised teams supporting the Spark Walmart account, including leading and supporting 12 supervisors across chat, voice, and email operations. I monitored customer service KPIs and designed action plans to improve customer satisfaction and operational efficiency.

Before that, I directed and coached teams of 18+ agents, monitored workflows and schedules, and organized performance reviews and follow-ups. I also worked as a Quality Analyst, synthesizing customer interaction data into actionable insights for operations.

Experience

Work history, roles, and key accomplishments

Senior Supervisor

Intouch CX

Dec 2024 - Jul 2026 (1 year 7 months)

Lead and support a team of 12 supervisors, ensuring consistent delivery of high-quality customer service across multiple lines of business for an account with 180+ agents. Monitor customer service KPIs and design action plans to improve satisfaction and efficiency.

Leadership Customer Service KPI Monitoring Action Plans Coaching Escalation Handling Operations Management

Supervisor

Intouch CX

Jun 2022 - Nov 2024 (2 years 5 months)

Directed and coached teams of 18+ agents handling customer support and escalations. Managed administrative processes including attendance validation, payroll accuracy, and HR policy enforcement.

Team Leadership Coaching Performance Management Google Sheets Google Docs Process Improvement HR Policy

Quality Analyst

Intouch CX

May 2022 - Jun 2022 (1 month)

Synthesized data from 50+ customer interactions weekly into actionable insights for operations. Managed client escalations and developed orientation programs to maintain consistent service standards.

Data Analysis Quality Assurance Customer Insights Escalation Management Training