Martin Armando A.

Strategic Customer Service Operations Leader with over 10 years of call center experience and a proven track record of scaling large-scale teams. Expert in managing complex organizational structures, currently overseeing a 128-person department including Team Leaders and Executives. Specialist in CRM optimization and data-driven decision-making via Google Sheets to consistently exceed KPIs and streamline E-commerce workflows. Professional Experience Assistant Head of Department – Customer Service | [Company Name] | [Dates] Large-Scale Leadership: Directly manage a multi-tiered leadership structure of 5 Team Leaders, 5 Assistant Team Leaders, and 8 Executives, overseeing a total frontline staff of 110 agents. KPI Excellence: Consistently meet and exceed departmental targets (CSAT, SLA, and AHT) by implementing performance-tracking dashboards in Google Sheets and CRM tools. Cross-Functional Training: Leveraged 10 years of experience as a Trainer and Supervisor to develop internal promotion pipelines, resulting in a cohesive and high-performing team culture.