Open to opportunities

Lorenna Monroy

@lorennamonroy

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Customer Service Team Leader improving KPIs, coaching agents, and driving data-backed excellence.

Colombia

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What I'm looking for

I’m looking to lead a customer service team where I can drive KPI improvements, coach agents with structured feedback and PIPs, and use Excel-based performance insights to continuously raise CSAT and operational excellence.

I’m a results-driven Customer Service Team Leader with over 3 years of experience leading customer service operations in high-performance BPO environments. I bring strong expertise in KPI management, performance analysis, and data-driven decision making to improve productivity and service quality.

I coach and develop agents through structured feedback, Performance Improvement Plans (PIP), and targeted action plans. I consistently met and exceeded performance metrics, ensuring strong customer satisfaction, and I’ve been recognized as Team Leader of the week and CSAT Champ.

I monitor and analyze KPIs to enhance team efficiency and productivity, then translate insights into clear improvement plans. I’m also proficient in Excel reporting and focused on building engaged, high-performing teams centered on service excellence and continuous improvement.

Before stepping into leadership, I worked as a Travel Associate, a Customer Service and Retention Representative, and a Customer Service Agent. Across roles, I delivered top-tier customer support, handled objections and problem resolution, maintained quality standards, and supported first-contact resolution.

Experience

Work history, roles, and key accomplishments

Travel Associate

IGT Solutions

Apr 2022 - Apr 2023 (1 year)

Provided customer service for travel bookings by assisting with travel bookings, itinerary changes, and problem resolution. Handled inbound and outbound calls while maintaining quality standards, compliance, and performance metrics.

Customer Service Inbound Outbound Calls Quality and Compliance Call Handling Multitasking SMART Goals

Sales Advisor

Dyninno

Jul 2021 - Mar 2022 (8 months)

Provided travel sales consultation and customer service while supporting improved communication and sales performance. Addressed customer objections effectively to enhance overall results.

Customer Service Communication Skills Objection Handling Sales Performance

Customer Service & Retention Rep

Concentrix

Jan 2020 - Jul 2020 (6 months)

Provided customer support by handling inquiries and resolving problems. Maintained high retention scores through strong communication and service quality.

Customer Support Inquiries Handling Communication Skills Customer Retention

Customer Service Agent

Teleperformance

Apr 2017 - Jul 2018 (1 year 3 months)

Provided chat-based customer support for drivers of a mobility app by resolving inquiries, incidents, and technical issues. Maintained quality standards and performance metrics through responsible, detail-oriented support and clear communication.

Chat Support Incident resolution Problem Solving Quality Standards Performance Metrics Attention To Detail

Team Leader

IGT Solutions

Apr 2023 - Present (3 years 3 months)

Led a customer service team, ensuring exceptional service quality and consistent achievement of performance metrics and customer satisfaction. Monitored KPIs, analyzed performance, and implemented coaching and performance improvement plans (PIP) with structured action plans.