Demonstrated experience with Organize.
Demonstrated experience with Time Management.
Demonstrated experience with Multi-tasking.
Demonstrated experience with Computer packages (Word, Excel, Power Point, Outlook).
AMAZON CORPORATE
Analysis of inappropriate behaviors, incorrect actions and general performance of service specialists through contact auditing (phone, email, chats) to provide the necessary assistance to the administrative department in the development of team plans and individually for the constant improvement of established metrics., Team POC, monitor team inbox and respond to inquiries., Lead Weekly stand-up meetings., Generate Overall audit insights and coordinate., Drive updates to QM and/or to the team that needs immediate action., Smile Story Auditor, identify successful nomination for the week, check the Smile Story Form daily for any new nomination to initiate contact evaluation.
AMAZON CORPORATE
In charge of mining and diving deep processes (weekly), to provide insights and recommendations to the US Account Operation team., Launched the first QA evaluation form for the US Account Change and specialties team in order to show an easy and organized audit results to stakeholders., Create SOP ́s of how to complete quality audits for team managers in order for them to complete the audits., Experienced downloading, updating, sending and checking daily databases, metrics and reports to maintain leadership updated at all time, using CS Insight, Power BIs, Excel among other tools., Creation of weekly quality heads up document, to present on a weekly meeting with account stakeholders lead by myself., Flyers elaboration designated to associates and team managers related to knowledge gaps found within audits that displays the correct procedure and source., In charge of imparting trainings and presentation to team managers (QA evaluation form), new hires advisors (QA evaluation form and coaching tactics) and associates knowledge gaps reinforcement in order to understand quality metrics, work on their development and improve site metrics.
Criminology
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Demonstrated experience with PBI Basic Knowledge.
AMAZON CORPORATE
In charge of auditing contacts that are not meeting the target identifying behaviors, process and steps that could have an improvement., Provided training to upcoming sites (SDS COL) on how to complete a QA monitoring.
AMAZON CORPORATE
Assisting drivers and customers to review delivery process and/or resolve issues related to delivery process done by Amazon Logistics.
SYKES ENTERPRISES S. A
Coached agents on job performance, quality, policies, procedures, norms and regulations., Implement and control the results performance improvement plan for the team members., Follow up on disciplinary actions, control attendance and absenteeism., Validate and give first approval to payroll reports., Follow up dismissal, resignations and abandon, among others.
SYKES ENTERPRISES S.A
Responsible for reviewing and auditing incidents, email and telephone interactions along with reviewing and investigating customer survey responses., Responsible for facilitating calibration/group sessions regarding the quality program., Responsible for identifying areas of service improvements and developing programs that improve the overall quality of the customer’s experience when interacting, as well as overall quality of the customer interactions, making improvement recommendations to the Quality Assurance Manager and monitors the result of stated recommendations., Experience lecturing customer service representatives on a fast-paced environment while changing organizational procedures., Responsible for coaching and training individuals or groups as required by the company., +50 call center agents direct QA responsibility: coaching, training and onboarding for new hires.
