Edgar

General Manager Assistant

Worked with accounting and bank reports and elaborated tax payment reports, Supervised the attendance and payroll of five employees, including ensuring the completion of attendance reports and running payroll accounts, Compared price lists from providers, completed purchases and followed-up on purchase orders, Marketed and sold office supplies to customers such as banks, universities, health insurance companies, etc., Followed up order status processes until delivered to customers, Kept records of sales and purchase orders, Followed up on and collected overdue sales invoices

Quality Assurance Analyst and Trainer

Acted as a customer service representative for the company’s Business and Residential Departments, including providing accurate information about customer accounts, billing services, prices, rates and fees, Managed the accounts of more complex customers’ accounts and ensured their satisfaction with the company, Active member of the Test Team, which was in charge of testing all new changes and additions to the company’s databases and software, Active member of the Human Resources Organizational Development project, which included giving presentations to company personnel (700 employees) on upcoming management changes and how those changes would affect them, Coordinator of the company’s Mentoring Program, including assigning personnel based on specific skills and experience to encourage support and coaching of newer or less experienced agents; acted as a company mentor, Monitored and evaluated inbound calls by recording real-time audio and video calls; provided feedback and coaching to the customer service agents to ensure the delivery of top quality customer service, Identified agents’ skills and abilities in order to assign appropriate positions within the company, including mentors and mentored agents, Trained new customer service agents and new mentors about the company’s policies and procedures, and protocols for using company software programs

Customer Service Representative

Provided support and information to customers about their payday loans, including payment due dates and late fees, Contacted customers on a weekly basis to determine the status of their loans and to ensure timely payments.

Quality Assurance Analyst

Monitored and evaluated prerecorded and real-time audio outbound telemarketing calls to ensure that agents were following company procedures and providing the customers with accurate information about internet service products, Provided agents with feedback and coaching to increase the number of sales per day.

Senior Supervisor Support Professional

Resolving cases with special attention, Answering and assisting supervisor calls, Monitoring the staff on the production floor, Providing feedback and coaching to the Customer Service representatives on a daily and weekly basis, directly corresponding with the head office.

Transcribing audio files (English to English, English to Spanish, Spanish to Spanish, Spanish to English), Translating written documents (English to English, English to Spanish, Spanish to Spanish, Spanish to English), Meeting corresponding deadlines to hand in jobs.

Technician Management Department Manager

Resolving cases with special attention for the company ́s technicians, Training and managing a team of 22 members in charge of sourcing online resumes, scanning, interviewing, screening, recruiting and on-boarding new technicians in the system, Monitoring the staff assuring top performance, attendance and SOP enforcement, Providing feedback and coaching to the agents on a daily and weekly basis, directly corresponding with the head office, Handing in a daily and weekly report with the new activated accounts by the department, Handing in a daily and weekly report with the team’s KPI ́s (talk time, amount of calls, etc.), Following up the worked hours on a weekly and bi-weekly basis corresponding with the Human Resources Department.

Customer Service and Inbound Sales Representative/Supervisor

Providing customers with all the necessary information regarding different types of events (concerts, sports, theater) in order to find the best options to buy their tickets, Closing the sale on the platform and making sure every piece of information was correct for the transaction to go through properly, Supervising a team of 18 agents making sure they had the proper tools in order to provide the best inbound sales and customer service experience, Managing team payroll including keeping track of worked hours, completed sales, over time, incentives, etc., Providing feedback and coaching on a weekly basis to ensure the agents’ continuous improvement.

Quality Assurance and Training Manager

Responsible for managing all Quality Assurance and Training processes for four projects (DSW, Cinch, Liberty and Hair Club) simultaneously by achieving the clients’ required goals, Designing strategies to boost the QA results, Making sure that our QA analysts were engaging with the clients’ and company’s policies and procedures to fulfill their expectations, Updating training materials to be on the same page with the expected Quality standards, Coordinating the upcoming and/or internal training classes, Interviewing candidates to assure they would fit our needs, Being responsible for delivering weekly, monthly and quarterly performance reports and structuring action plans to follow along with forecasting results, Holding weekly, monthly and quarterly meetings with our clients’ QA and Training heads, Documenting every process within the department, Keeping track and record of our coaching sessions and following up with them (some involving PIP and/or write-ups), Participating in weekly calibration sessions with our clients and internally, Performing many other pertinent tasks that may arise on a daily basis impacting our projects’ Quality one way or another.