Rosa Carmen Barrenechea

Lead day-to-day technical support operations for TalentReef customers, managing service delivery and a team of 10 direct and 25 indirect reports. Drive process improvements using Salesforce and Jira to enhance operational visibility and execution.

Led 10 professionals supporting Customer Success operations across LATAM, North America, and Asia. Managed workload distribution, coaching, and performance while coordinating initiatives across international teams.

Built and launched a call center operation, growing the team from 10 to 25 and managing approximately 400 calls per day. Reduced average handling time by 40% through improved scheduling workflows and standardized procedures.

Reduced customer hold time from 2 minutes to 50 seconds and improved Quality Assurance score from 75 to 83 through coaching and performance management. Achieved the highest overall operational performance among teams.

Resolved complex customer and technical support issues while maintaining service quality standards. Worked with peers and leadership to improve operational metrics and customer experience.

Created and maintained knowledge base content, operational documentation, and training materials for LATAM Customer Support teams. Developed decision trees and process maps to help agents resolve complex cases consistently.

Managed fraud prevention for credit card transactions in line with banking regulations and risk management standards. Analyzed transaction trends and collaborated with cross-functional teams on secure payment workflows.

Provided customer support and assisted Quality Assurance initiatives. Supported supervisors and team operations during high-volume periods to maintain service quality.