Open to opportunities

Rocio Pedrozo

@rociopedrozo

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Customer-focused operations supervisor with a passion for team success.

Argentina

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What I'm looking for

I seek a role that enhances my strategic and communication skills while contributing to customer success.

I am a customer, team, and process-oriented professional with over 6 years of experience in customer service, training, and operational leadership. Currently, I serve as an Operations Supervisor at Teleperformance, where I manage a team of 10 agents, focusing on improving user experience and implementing impactful solutions. My background in Psychology allows me to integrate empathy and emotional insight into data-driven processes, enhancing decision-making and customer retention strategies.

In my role, I analyze key KPIs and develop action plans using visual tools and methodologies such as Lean, GROW, and DMAIC. I also design and deliver training programs, aligning them with KPIs and quality processes. My proactive mindset and goal-oriented approach drive me to not only pursue results but also to deliver real value to those I work with. I am passionate about technology, customer experience, and strategic thinking, and I strive to create solid relationships that foster growth and trust.

Experience

Work history, roles, and key accomplishments

Current

Operations Supervisor

Current

Teleperformance

Dec 2024 - Present (6 months)

Managed a team of 10 agents, promoting soft skills, emotional containment, and retention strategies. Analyzed key KPIs (AHT, QA, CSAT/NPS) to develop action plans using Lean, GROW, and DMAIC methodologies. Collaborated with project managers and internal areas on planning, reporting, and continuous improvement, while representing the operation's voice in customer success strategy.

Team Management Soft Skills Retention Strategy KPI Analysis Customer Success Continuous Improvement

Training Specialist

Teleperformance

Nov 2022 - Dec 2024 (2 years 1 month)

Designed and delivered training for crypto service teams, aligning content with KPIs and quality processes. Implemented a GenAI-powered knowledge base, optimizing operational efficiency and time. Participated in stakeholder meetings to update flows, create content, and align evaluation criteria, also evaluating learning using Kirk Patrick's model.

Training Delivery Crypto Services KPIs Content Creation Kirk Patrick'S Model

Recovery Management Administrativa

Cooperativa de Crédito

Jul 2018 - Mar 2021 (2 years 8 months)

Coordinated legal documentation in collaboration with the legal team. Fostered empathetic relationships in sensitive situations, enhancing communication skills and operational accuracy.

Legal Documentation Relationship Management

Contact Center Agent (COPC Certified)

Cat Technologies

Oct 2016 - May 2018 (1 year 7 months)

Resolved technical and commercial queries according to COPC standards using Open Genesys CRM. Implemented customer retention and rebate techniques to reduce churn and improve satisfaction. This role solidified a foundation in user-centric customer service and empathetic resolution.

COPC Standards Open Genesys CRM Technical Support Customer Retention Customer Satisfaction Empathetic Resolution

Education

Degrees, certifications, and relevant coursework

Universidad de Buenos Aires

Licenciatura en Psicología, Psicología

Currently pursuing a Bachelor's degree in Psychology. This program focuses on understanding human behavior, emotions, and cognitive processes, providing a strong foundation in empathetic and analytical thinking.

Coderhouse

Certification, Data Analysis

Grade: Ongoing

Activities and societies: Advanced functions, data visualization, dashboards, storytelling with data and BI fundamentals (PowerPivot, PowerQuery).

Currently undertaking a certification in Excel & Google Sheets, covering advanced functions, data visualization, dashboard creation, storytelling with data, and fundamentals of Business Intelligence. This training enhances analytical and reporting capabilities.

Teleperformance

Internal Certification, Leadership and Operations Management

Grade: Ongoing

Activities and societies: Operational leader development program focusing on team management, metrics analysis, strategic planning and continuous improvement.

Currently participating in the JUMP Supervisor Program, an operational leader development program. This program focuses on team management, metrics analysis, strategic planning, and continuous improvement, enhancing leadership and operational oversight skills.

Universidad Anáhuac

Certification, Customer Success

Grade: Completed

Activities and societies: Loyalty strategies, experience metrics (NPS, churn, health score) and role of the CSM. I am currently applying this knowledge in an internal Customer Success strategy at Teleperformance.

Completed a certification in Customer Success, focusing on understanding customer loyalty strategies, experience metrics such as NPS, churn, and health score, and the pivotal role of a Customer Success Manager. This knowledge is actively applied in an internal Customer Success strategy.

Teleperformance

Internal Certification, Training and Development

Grade: Completed

Activities and societies: Direct leader of the Training Trainer training program focused on pedagogical skills, teaching methodologies, leadership and learning management.

Completed the JUMP Trainer Program, an internal certification focused on developing pedagogical skills, teaching methodologies, leadership, and learning management. This program enhanced abilities in training and development.