Silvia Juliana Gómez Velandia

Time management., Scheduling software knowledge., Attention to detail on process and file compilation., Staffing management., Supervise various activities related to scheduling suitable personnel for each client., Handle various payroll-related tasks as needed., Customer support., Reschedule and maintain effective communication between clients, agencies, and caregivers., Coordinate caregiver schedules for elderly individuals in need of assistance., Preparation of daily reports based on meetings and updates.

Customer care for the digital bank., Escalate issues/Handle customer issues following billing, transaction, transfer, and deposit policies., Multichannel communication where deep knowledge of the company's products and services was demonstrated., Provided technical support to customers, troubleshooting issues related to software, online platforms, and hardware., Cross-functional collaboration., Collaborated with internal teams, including sales and technical support, to address customer needs effectively., Adherence To Service Level Agreements (SLAS): Consistently met and exceeded established service level agreements for response time and issue resolution.

Personnel management., Led a specific team of agents to identify and work the potential of calls strategically, meeting the stipulated goals., Dive into overseeing the scheduling of internal team members, ensuring optimal coverage for various tasks and responsibilities., Coordinate with team members to align schedules with project timelines and client expectations., Gap closure-Supervise performance., Coaching is assigned to each agent in each specific area identified with different Leadership Tactics(LA) based on the daily, weekly, and monthly follow-up., Provide feedback on the calls the agent had to improve and identify which is the area of opportunity., Provide training and support on the product when they have questions about the process on the calls., Coaching daily, weekly, and monthly with a specific area. continuous follow-up., Host team meetings to discuss ongoing projects, share updates and address any challenges., Use effective communication strategies to motivate and align the team with organizational objectives., Perform an alignment with the QA team., Virtual and in-person meetings with the US client of the campaign to carry out analysis, review of the objectives, and some product updates., Communication with other departments or clients about some type of escalation that occurs during a call reported by the team agent., Review payroll processes., Make a tracker with the different databases to validate the performance., Update documents and other procedures or databases based on the product.

Prepared detailed reports on failures or issues identified in stores, including causes and potential solutions., Maintained direct communication with employees, customers, and business owners in the United States, providing personalized and effective assistance., Resolved technical and administrative incidents related to machinery and industrial products, ensuring operational continuity for stores., Implemented quick and accurate solutions, collaborating with internal and external teams to address reported issues., Strengthened customer relationships through a proactive approach to identifying needs and resolving concerns efficiently., Conduct research and report on the use of the application provided as a company, its use of the platform and technology because it was related to software engineers.

Providing information regarding billing history, creating cases, reporting, and filing all the information possible on cases., Timely and effective handling of customer inquiries to ensure customer satisfaction, utilizing strong communication skills to provide clear and concise responses to customer queries., Maintaining meticulous records of customer interactions using designated systems and tools., Documenting relevant details to facilitate a comprehensive overview of customer history and needs., Offering technical support and troubleshooting expertise to address customer issues efficiently., Seamlessly integrating sales support during interactions to enhance customer satisfaction and meet business objectives.

Assisting agents/ Provide backup support to any other department or team member on the floor., Carrying out coaching and mentoring with the agents of the responsible team to have an impact on daily, weekly, and monthly goals., Providing training., Handling escalations., Analyzing performance with the team and the supervisor., To maintain and update the information provided by the client and company or any type of update about the product to give support and share that knowledge with the agents.