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Miguel Mejia

@miguelmejia2

Team Lead for Expensify Wallet Support at Crecendo / PartnerHero, coaching four agents and handling complex customer escalations.

Honduras

Message

At Crecendo / PartnerHero, I lead and mentor a team of four agents supporting Expensify Wallet. I handle complex customer escalations and monitor AHT, ASA, and Service Level to improve team performance.

As Operations Supervisor at STARTEK HONDURAS, I supervised and coached customer service representatives, managed staffing and scheduling, and monitored AHT, CSAT, and FCR. I also conducted performance evaluations and delivered onboarding and training programs.

At INTOUCHCX HONDURAS, I conducted call audits, analyzed performance data, and shared coaching feedback and reports. Earlier, at CONVERGYS HONDURAS, I supported customers across calls, chat, and email and exceeded sales targets through upselling and cross-selling.

Experience

Work history, roles, and key accomplishments

Current

Team Lead – Expensify Wallet Support

Current

Crecendo / PartnerHero

Jan 2024 - Present (2 years 9 months)

Lead and mentor a team of 4 agents, ensuring high performance and service quality. Act as escalation point for complex customer issues and monitor KPIs such as AHT, ASA, and Service Level.

Customer Service Escalation Handling KPI Management Team Leadership Coaching Live Chat Workflow Improvement

Sales Manager – Funeral Services & Repatriation

Unknown

Jan 2025 - Aug 2025 (7 months)

Consistently exceeded sales targets through consultative selling and managed sensitive client interactions with empathy and professionalism. Built long-term client relationships and handled legal documentation for international repatriation services.

Sales Consultative Selling Customer Relationship Management Legal Documentation Empathy

Operations Supervisor

Startek Honduras

May 2019 - Dec 2022 (3 years 7 months)

Supervised and coached a team of customer service representatives, monitored KPIs including AHT, CSAT, and FCR, and conducted performance evaluations. Managed staffing and scheduling for operational efficiency and delivered onboarding and training programs.

Team Leadership Coaching KPI Management Performance Evaluation Staffing Scheduling Training Escalation Handling

Quality Assurance Analyst

IntouchCX Honduras

Dec 2017 - Mar 2019 (1 year 3 months)

Conducted call audits and ensured compliance with quality standards. Analyzed performance data, provided coaching and actionable feedback, and generated reports with insights for management decision-making.

Quality Assurance Call Auditing Data Analysis Coaching Reporting Process Improvement

Customer Service Rep

Convergys Honduras

Feb 2014 - Mar 2017 (3 years 1 month)

Delivered customer support across calls, chat, and email. Achieved and exceeded sales targets through upselling and cross-selling, and built strong customer relationships to increase retention.

Customer Service Upselling Cross Selling Communication Skills Problem Solving