Gutierrez Montalbo Fabio

I’m a Results-driven Customer Service Team Leader with over 7 years of experience managing teams, optimizing operational workflows, and strengthening client relationships. I focus on measurable outcomes—improving CSAT, meeting KPIs, and raising quality standards.

In my current role, I manage and coach a Customer Service team to achieve business objectives. I prepare performance reports, analyze operational metrics, and develop action plans to increase CSAT and reduce operational errors.

I also conduct call and chat quality audits to ensure compliance, resolve escalated customer issues, and handle supervisor calls with timely, customer-focused solutions. I design training sessions and performance improvement plans that help agents succeed.

Before this, I served as a Junior Administrative Manager, where I managed internal operational processes, recruitment and training, long-term customer relationships, and area budgets. I’m also currently pursuing a Bachelor’s Degree in International Trade, bringing a global strategic mindset to business logistics and customer operations.