Experienced customer service and quality analyst professional with over 11 years in call centers, technical support, and training roles across various industries including banking, telecom, and education.
Provided comprehensive customer support across banking, telecom, and technical domains.
Evaluated call quality, created support guidelines, and trained agents to enhance service delivery.
Assisted users with troubleshooting antivirus and system issues, and verified online offer completions.
Led group and individual training sessions, managed teams, and supported agent performance improvement.
ContactPoint360
Supported clients with inquiries on bank account transactions such as purchase, deposits and withdrawals, Provided information on tax return forms and processed received deposit from the government, Processed disputes with debit/credit cards and ACH transactions
Hexaware
Monitored calls and evaluated troubleshooting process on a tier 1 level for antivirus program installation, Created guidelines and visual steps for more efficient technical support, Communicated areas of opportunities for 30-40 agents to improve overall customer satisfaction
Teleperformance
Large group training to help enhance communication and empathy for customer service, Individual training to make the tier 1 troubleshooting process more efficient, Provided visuals and audio examples to ensure agents understanding of previous training, Managed 25-35 agents under my responsibility to follow proper procedures for the troubleshooting process and to provide quality customer service
Harmon Hall
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Utilized bilingual communication skills in English and Spanish to assist diverse customer bases.
Provide English classes at different levels including children, teenagers and adults, In charge of organizing and planning classes, applied tests and quizzes to ensure learning and provide feedback for pronunciation improvement
CMS
I verify the completion of an offer taken by the customer through an online application per the request of the client, As a third party partner, I ensure that the advertiser of an offer has legitimate requirements for the customer to successfully complete.
Teleperformance
Process new orders for internet, home phone and cable service, Explained to customers in detail about current charges on bill and authorized to give credit when overcharged, Managed customers account information and balance to ensure complete satisfaction, Assisted other sales representatives from abroad in creating new accounts when their system has encountered errors, Manually added new construction address into system when the customers information doesn’t register
More English Institute
Taught class on campus of international business that has need for employees to be fluent in English, Created a positive environment to assure students learning process, Enabled students to apply self-regulation in order to succeed, Able to manage 6 to 8 students per session, Prepared interesting activities and lessons through Oxford University to grasp students attention
Marcatel
Verified customers account for accurate information concerning the usage of the prepaid calling card, Issued report to technical department when encountering repeated error, Services added since employed: Cybersource, Web Support, Dial Around [contact hidden], STIMobile Support, As mobile support I reconfigured account for first call resolution, In web support I created account online for customers to insure proper usage of product
CMS
Utilized strong interpersonal skills while promptly attending to the needs of customers, Exercised well developed communication skills with customers in different languages, Maintained a clean and professional environment, Recognized by supervisor as an effective team player, Services added since employed: 911 Emergency, Centris Prepaid Customer Service, Network Prepaid Customer Service, Centris Interpreter Services, Network Communication Services, Johnson Emergency Network
Restaurant
Continued to hone skills as main cook/shift leader from previous employment, Shared important managerial decisions concerning daily inventory and produce, Became proficient in multitasking in all areas in the kitchen
Restaurant
Daily practiced multi-tasking in a fast paced, often high-stress environment, Maintained kitchen synchronized when restaurant was full, Worked as liaison between servers and cooks since our computer system was based on the English language
Cashier
Became efficient with a computer based cash register, Was trusted with deposits of large amounts of money, Attended customers with professionalism at all times
