Ximena Li

Led operational performance and frontline leadership for a customer service operation, providing direction and follow-up to 4 supervisors. Monitored KPIs, identified performance gaps, and converted operational trends into action plans focused on productivity, adherence, attendance, and customer experience.

Managed a 15-person bilingual customer service team, including coaching, performance management, scheduling, payroll coordination, and daily operational support. Developed representatives through structured coaching and KPI follow-up to improve productivity, quality, customer experience, and target attainment.

Assumed Operations Manager responsibilities during temporary management coverage, supporting supervisors and overall operational performance. Reviewed performance reports and KPI trends, identified risks and opportunities, and coordinated corrective actions with frontline leadership.

Provided customer service in English to North American and worldwide customers through phone interactions. Resolved product questions, handled complaints, and maintained customer focus in a high-volume service environment.

Provided customer service in Spanish through phone and email support. Assisted customers with questions and service requests while maintaining service and customer experience standards.

Pursued a degree in Statistics and Informatics Engineering from 2017 to 2020.

Completed basic Mandarin language training.