Denise Pina

I’m a customer service and operations leader with 8+ years of experience across customer support, quality assurance, training, and team management. I’m recognized for employee development, operational excellence, and strong communication skills.

At Teleperformance (Jul 2020–Present), I lead, coach, and develop teams of up to 30 customer service agents to meet performance and quality targets. I successfully managed two teams of approximately 30 agents simultaneously while maintaining service levels and productivity standards, and I focus on actionable coaching tied to attendance, performance metrics, and quality results.

Earlier, as a Customer Service Representative & Quality Analyst (Mar 2018–Jul 2020), I resolved customer inquiries for account management, payments, and healthcare-related services, and evaluated calls for quality, compliance, and customer experience standards. I also bring healthcare front-desk experience from roles handling patient check-in, appointment scheduling, medical record preparation, and insurance verification.