Sergio De Leon
@sergiodeleon
I lead customer support teams, improving satisfaction, efficiency, and first-contact resolution.
GuatemalaWhat I'm looking for
I've led customer service and technical support teams at TELUS International supporting Fitbit customers across email, chat, and voice.
As a Team Leader, I managed and supervised 13–20 agents, consistently exceeding performance targets while maintaining high team morale. I implemented performance strategies that increased customer satisfaction by 90%, reduced average handle time by 50%, and improved first-contact resolution rates by 80%.
I use data-driven insights to identify improvement opportunities and implement process enhancements, contributing to a 60% increase in operational efficiency. I also bring experience resolving complex customer and technical issues in a fast-paced support environment.
Previously at Indutexgua S.A., I prepared productivity and financial reports, monitored inventory and raw materials, and developed incentive programs based on individual productivity statistics. I work fluently in Spanish and advanced English, with basic German and programming knowledge in C# and Visual Basic.
Experience
Work history, roles, and key accomplishments
Managed and supervised a team of 13-20 customer service and technical support agents, consistently exceeding performance targets and improving team morale. Implemented strategies that increased customer satisfaction by 90% and reduced average handle time by 50%.
Provided technical support to customers via email, chat, and voice, resolving complex issues and consistently achieving high first contact resolution rates.
Administration and Quality Control
Indutexgua S.A
May 2010 - Jan 2013 (2 years 8 months)
Prepared productivity, financial, and raw material reports; monitored inventory and supplies; set requirements for raw materials and monitored supplier compliance. Analyzed individual statistics and devised incentive programs to improve productivity.
Education
Degrees, certifications, and relevant coursework
Universidad Rafael Landivar
Architecture
2011 -
Pursued studies in Architecture, Systems and Industrial Engineering, and Business Administration.
Tech stack
Software and tools used professionally
Availability
Location
GuatemalaAuthorized to work in
Job categories
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