Open to opportunities

Joan Bautista

@joanbautista

Bilingual customer service supervisor delivering quality voice/chat support and team coaching across US and LATAM markets.

Colombia

Message

What I'm looking for

I’m looking for a remote-ready customer service role where I can lead, coach, and improve voice/chat support. I want to redesign workflows, strengthen QA and escalation handling, and contribute to cross-selling while delivering exceptional US and LATAM customer experiences.

I’m a bilingual (English/Spanish) customer service supervisor with 5 years of progressive experience at Teleperformance, advancing from front-line agent to supervisor. I deliver voice and live chat support for international clients, consistently meeting quality assurance benchmarks and customer satisfaction targets while maintaining thorough documentation for QA and agent training.

I also support escalations end-to-end—handling supervisor-level requests, improving resolution rates, and coaching agents to strengthen performance. As a supervisor, I mentor and onboard new agents, partner with management to redesign service workflows, analyze customer feedback trends, and drive cross-selling initiatives to improve both customer experience and revenue performance.

Experience

Work history, roles, and key accomplishments

Current

Customer Service Supervisor

Current

Teleperformance

Mar 2025 - Present (1 year 3 months)

Mentored and onboarded new agents to build a collaborative, high-performing team. Partnered with management to redesign service workflows, analyzed customer feedback trends to address recurring issues, and supported cross-selling initiatives tied to operation revenue.

Team Leadership Onboarding Service Workflow Redesign Customer Feedback Analysis Process Improvement Cross Selling performance reporting

Floor Support Customer Service

Teleperformance

Nov 2024 - Jan 2025 (2 months)

Provided real-time live support to agents on active calls to optimize resolution rates and customer satisfaction. Managed escalated requests for supervisor-level assistance and maintained daily reporting on agent performance and actions taken during escalations.

Real Time Floor Support Escalation Handling Customer Satisfaction Support Agent

Customer Service Agent

Teleperformance

Jun 2021 - Nov 2024 (3 years 5 months)

Provided bilingual (English/Spanish) customer support via phone and live chat for international clients, consistently meeting or exceeding QA benchmarks and customer satisfaction targets. Documented customer interactions to support QA and agent training while achieving cross-selling goals by identifying needs and communicating product benefits.

Bilingual Customer Support Voice support Live Chat Support Quality Assurance (QA)Escalation Handling Cross Selling Customer Satisfaction