Orlando Guerrero
About Orlando Guerrero
Orlando Guerrero serves as the Team Lead for Product Support at TouchBistro, overseeing operations for Latin America and North America since 2021. He leads a team of 14 agents, focusing on performance monitoring and team engagement in a 24/7 service environment.
Work at TouchBistro
Orlando Guerrero has been serving as the Team Lead Product Support for Latin America and North America at TouchBistro since 2021. In this role, he oversees a team of 14 agents and manages a 24/7 service environment, focusing on work-at-home direct reports. His responsibilities include designing conditional alerts in Five 9 to monitor agents' performance and skills, which facilitates real-time tracking of statistics. Guerrero is also involved in investigating JIRA tickets to minimize downtime and ensure connectivity across team locations.
Education and Expertise
Orlando Guerrero possesses extensive experience in luxury, corporate, and VIP travel planning. He has worked closely with high-profile accounts, demonstrating his capability in managing complex client needs and expectations. His expertise extends to team leadership, where he conducts weekly one-on-one meetings with each agent to enhance engagement through coaching and mentoring.
Background
Orlando Guerrero is based in Toronto, Ontario, Canada. He has been in the role of Team Lead Product Support for three years, contributing to the operational efficiency of the team. His background in travel planning has equipped him with skills in client management and service delivery.
Achievements
In his current position, Orlando Guerrero has implemented conditional alerts in Five 9, which has improved the monitoring of agents' performance. His leadership approach includes regular coaching sessions, which aim to foster team engagement and development. Additionally, his work in investigating JIRA tickets has played a crucial role in maintaining service continuity.
Personal Interests
In his personal time, Orlando Guerrero enjoys outdoor activities such as hiking and cycling. He also has a passion for cooking, particularly experimenting with Greek recipes, which reflects his interest in diverse culinary traditions.