Leydi Marisol Diaz Madrid
San Pedro Sula,Honduras
Summary
Results-driven Senior Agent experienced in enhancing client relationships and boosting team performance. Achieved customer satisfaction improvements and streamlined processes through effective problem-solving and strategic planning. Focused on leveraging coaching expertise to drive team performance and contribute to organisational success.
Overview
7
7
years of professional experience
1
1
Certification
Work history
Senior Agent / Temporary Team Lead
Startek
2019.01 - 2026.01
- Delivered top-tier support to clients, enhancing loyalty and retention rates.
- Handled high-volume calls, contributing to excellent customer experience.
- Facilitated sales and customer service for Telecom, DTC, and E-commerce accounts.
- Utilised Salesforce, Zendesk, Avaya, and Excel for comprehensive reporting.
- Performance tracking, feedback, and action plans.
Bilingual Teacher
YIREH Bilingual School
2019.01 - 2019.01
Education
Industrial Engineering
USAP
Skills
- Product knowledgeability
- Key performance indicators tracking
- Diplomatic communication
- MS office suite mastery
- Multilingual communication
- Assertive leadership
- Quality control systems
- Customer relationship management
- Highly professional
- Effective verbal articulation
- Strong written communication
- Patient attitude
- Courtesy etiquette
- Data entry proficiency
- Empathy understanding
- Coaching mastery
- Solution-focused coaching
- Performance coaching
- Coaching basics
- Coaching team members
- Coaching teams
Certification
- Certified Professional Coaching (2025)
- Microsoft 365
- AutoCAD
Accomplishments
- Top Performer – Retail Account (Startek).
- KPI & SLA management as Temporary Team Lead (2 months).
- Consistent target achievement (monthly & weekly).
- Certified Professional Coaching (2025).
Timeline
Senior Agent / Temporary Team Lead
Startek
2019.01 - 2026.01
Bilingual Teacher
YIREH Bilingual School
2019.01 - 2019.01
Industrial Engineering
USAP