Open to opportunities

Marcela Palacios

@marcelapalacios

Message

I lead trilingual customer support teams to exceed KPIs through data-driven coaching.

El Salvador

Message

What I'm looking for

I seek a collaborative, data-driven leadership role where I can coach multilingual teams, optimize KPIs and workflows, lead QA initiatives, and drive customer experience improvements while growing professionally.

I am a trilingual with over 6 years of experience in customer service, technical support, and remote team leadership. I have led and coached teams of 15 agents, implemented SMART plans to exceed CSAT, QA and SLA targets, and delivered actionable weekly and monthly business reviews.

I specialize in QA audits using Klaus and Zendesk Reviews, CRM platforms such as Helpshift, Dixa, Zendesk and Salesforce, and operational improvements including workforce scheduling and productivity optimization. I bring a collaborative, data-driven approach to motivate multicultural teams and streamline processes for measurable business impact.

Experience

Work history, roles, and key accomplishments

Team Lead - Trilingual

TELUS Digital

Jun 2020 - Jul 2025 (5 years 1 month)

Led and coached a remote team of 15 agents, implementing SMART plans and weekly QA audits to consistently exceed CSAT, QA, and SLA KPIs. Delivered weekly and monthly business reviews and optimized workforce scheduling to improve productivity.

People Management Coaching QA Audits (Klaus)Zendesk KPI Tracking CSAT Remote Team Leadership

Customer Service & Technical Rep

TELUS Digital

Mar 2019 - Jun 2020 (1 year 3 months)

Provided chat and email support for a major gaming client, resolving technical and customer inquiries via Helpshift, Dixa, Zendesk, and Salesforce while maintaining excellent CSAT. Contributed to process improvements that elevated the customer experience.