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Eduardo Antonio Arias Munguia

@eduardoantonioariasm

Customer Support Supervisor at EnterTalkPro, overseeing operations across 20+ regions to help associates meet KPIs and deliver customer experience.

Honduras

Message

At EnterTalkPro, I oversee operations across more than 20 regions and work with Finance and IT to ensure associates have the tools to meet their KPIs and provide a strong customer experience.

Before becoming Customer Support Supervisor, I answered customer inquiries as a Customer Support Specialist. At Survey.com, I coordinated assigned projects, including recruiting merchandisers, following up on project activity, and preparing QA instructions.

At Collective Solution, I progressed from Customer Services & Collection Agent to Team Lead and Group Manager. I managed teams across Collection and Customer Service, analyzed reports to create action plans, and monitored performance and quality.

Experience

Work history, roles, and key accomplishments

Current

Customer Support Supervisor

Current

EnterTalkPro

Mar 2023 - Present (3 years 8 months)

Oversee over 20 different regions in the Operations department as well as working with other departments such as Finance and IT to ensure that all of the associates have the tools necessary to reach their KPI goals and provide the best Customer Experience.

Customer Support Specialist

EnterTalkPro

Sep 2021 - Feb 2023 (1 year 5 months)

Answering customer inquiries with the highest level of attention and ensuring the Customer Experience standards are met.

Project Coordinator

Survey.com

Feb 2021 - Aug 2021 (6 months)

Worked on assigned projects ensuring successful planning, execution, monitoring, control, and closure of projects at the direction of a Project Manager. Daily tasks include, but are not limited to, recruiting merchandisers, follow up on assigned projects, reviewing first visits, and creating QA instructions for the QA Team, as well as communicating with different departments to ensure successes an

Project Specialist

Survey.com

Oct 2020 - Feb 2021 (4 months)

Helped recruit reps using the Survey Merchandiser App to complete simple tasks in supermarkets, stores, and more. Follow up on active projects that needed assistance in recruiting and multi-task in helping reps resolve issues on their visits.

Account Manager Team Lead

The Simplex Group - Compliance & Safety Management Solutions

Jul 2019 - Sep 2020 (1 year 2 months)

Worked with Operation and Sales, on incoming and Active Book of Business to set expectations to the clients, create a smooth onboarding process, and do follow up with the clients to ensure their expectations are met and are receiving top Customer Care.

I oversaw 3 reps under me who completed daily followups requested by Operations and ensure that their Book of Business is being taken care of.

Group Manager

Collective Solution

Dec 2017 - Jul 2019 (1 year 7 months)

In charge of over 40 company employees of Collection and Customer Service Units.
Reports directly to an Operation Manager about units performance, motivation, quality and compliance and ensure client's expectations on these areas.
Directly in charge of four Team Leads where their team's performance is measured.
Created and analyzed reports in order to create effective Action Plans to resolve perfo

Team Lead

Collective Solution

Feb 2016 - Dec 2017 (1 year 10 months)

Drove performance with all groups of agents that worked under me.
Daily live monitoring in order to improve performance and develop coaching strategies for agents.
Managed four different teams from two units at the same time and improved the working environment and performance from said teams.
Conducted weekly team meetings where progression updates were given.

Customer Services & Collection Agent

Collective Solution

Nov 2014 - Feb 2016 (1 year 3 months)

In charge of disclosing and updating loan information and payment plan as a telephone operator.
Assisted Team Leads with new agents and also worked with coworkers to answer doubts.

Customer Service Representative

Serve5ive

Jul 2014 - Oct 2014 (3 months)

In charge of opening claims and translating for an insurance company and police officers.
Maintain communication directly with overseas agents to provide updates to the callers.