kelly muñoz

KM

Open to opportunities

kelly muñoz

@kellymuoz

Customer Experience Supervisor at Teleperformance who led bilingual omnichannel customer care teams and managed service performance KPIs.

At Teleperformance, I led bilingual customer care teams across phone, live chat, email, and ticketing. I managed CR, CSAT, Revenue, QA, Productivity, AHT, and Adherence KPIs.

I delivered coaching sessions and performance improvement plans, resolved customer escalations, and partnered with Operations, QA, and Training to drive continuous improvement. I used Tableau, Salesforce, and Genesys to analyze operational performance.

Experience

Work history, roles, and key accomplishments

TE

Customer Experience Supervisor / Customer Expert Manager

Teleperformance

Jan 2019 - Aug 2026 (7 years 7 months)

Led bilingual customer care teams across phone, live chat, email and ticketing. Managed KPIs including CR, CSAT, Revenue, QA, Productivity, AHT and Adherence, and delivered coaching and performance improvement plans.

Salesforce Tableau Genesys Microsoft Office CRM Customer Experience Team Leadership Coaching KPI Management Quality Assurance Process Improvement Stakeholder Management

Education

Degrees, certifications, and relevant coursework

SU

School or University

Bachelor's Degree, Language Teaching

Bachelor's Degree in Language Teaching with a focus on English.

Tech stack

Software and tools used professionally

Tableau

Salesforce

Genesys

Microsoft Office

Availability

Open to opportunities

Location

Colombia

Authorized to work in

Job categories

Customer Experience Lead Customer Experience Manager Customer Success Manager Customer Support Manager

Skills

Customer Experience Customer Service Customer Success Omni Channel Support Team Leadership Coaching Operational Excellence KPI Management Customer Journey Quality Assurance Process Improvement Stakeholder Management Customer Escalation Management Performance Improvement Plan (PIP)Salesforce

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