Mayra - Quality and Support Specialist with 8+ years in Customer Service and Operations

Applied in multilingual call support, evaluation, and training to facilitate clear information exchange.

Led evaluations, investigations, and process documentation to optimize service quality.

Supervised agents, supported team goals, and led initiatives during temporary supervisory roles.

Handled diverse client queries in bilingual settings, resolving issues and ensuring satisfaction.

Conducted investigations, research, and report creation in security and safety contexts.

Monitor weather changes and alert our employees if they were in a risk area., Investigations, conduct research on videos and the people involved in them., Monitor live cameras., Check system alerts to determine if any pose a risk., Manage flight logistics for our employees., Follow up after incidents with our employees to ensure they are safe and sound., Translate documentation.

Took calls from customers to help them with electricity and gas services., Supervise agents in their daily tasks and provide support on questions they had., Evaluate calls to find aoo and ways to improve them., Follow up on their attendance and metrics., Support them on reaching individual goals, and creating kpis on a weekly basis.

Evaluate processes in a timely manner and contribute to their correct follow-up., Preparation of results presentations and reinforcements detecting areas of opportunity., Lead result and areas of opportunity meetings to improve process management., Support my co-workers with English classes., Train my colleagues in new evaluation processes., Investigate how new processes were handled and create guides so that the agents could follow them., Support my supervisor with diferentes tasks, such as sending reports, perform investigations, send emails etc., Work along supervisors and resolve their doubts.

I searched for profiles on social networks, job application apps (indeed, Computrabajo etc) making calls, or recruiting in field (job fairs etc)., Conducted interviews and computer tests for the position in place., I followed up by email with the hiring company., I followed up on the documentation required for recruitment., I filled logs with información on those recruited., I had meetings with the hiring company to talk about recruitment goals and results.

I provided follow-up to both agents and supervisors according to the processes to be followed., I gave support to operations in terms of meeting goals, our site was always in the first places compared to 24 sites., By monitoring calls (in English and Spanish) and communicating with their respective supervisors and sometimes coaches, I provided feedback and follow-up on areas of opportunity and strengths to agents., Translation of documents, from English to Spanish or vice versa., I would carefully analyze the mass behaviors that originated and what caused them, and provide an effective solution., I would gather up with a number of people between 15-30, these were both new employees and experienced employees, in which I provided relevant details, findings and the solutions to be taken., Determined which behaviors fell within an NCI, (non-tolerated behavior) and through dialogue with managers and supervisors, the action to follow was determined., I entered meetings with the leaders in charge of the quality department every week, giving details of action plans taken, and process calibration., Had constant communication with the quality leaders, apart from communication through weekly phone meetings, constant emails and chats., Performed administrative activities: reports, email, photocopier.

Support the different teams that made up this committee. I was executing action plans in the area of planning and organization, both as a member and as a leader for a while., Among the activities to be carried out were the quotation and negotiation of products, food, decoration support, dynamics.

During this time I was supporting the operations department as a substitute supervisor, for different groups, in one of those groups I was completely alone and I was in charge of around 20 agents, their metrics were a reflection of my work, with action plans, motivational dynamics, good communication and teamwork we closed in 3rd and fourth place out of 27 teams.

Provide orientation and train new employees taking them 'by the hand' as a guide to give the correct solution to our Spanish and English speaking clients., I managed blogs in relation to their progress, and their areas of opportunity., I structured realistic, achievable and well-oriented goals according to their profile., While I was in this position I was also QA backup, when the position opened I applied and stayed.

I took calls in both English and Spanish related to: customer service, questions, billing, technical problems., The calls taken fell into too wide a range of scenarios, and required knowledge of many processes and management of tools, conflict resolution and frustration tolerance were also of the utmost importance.

Provide therapy to children between 8-11 years old., The therapy was through games, conversations, drawing., This job was only a few days a week, it was a help home with different medical services and affordable cost., It was a very detail-oriented job, active listening and interpretation of verbal and non-verbal behaviors for the correct evolution of the patient.

Go to schools (elementary, and middle school) and give workshops and talks on drug prevention to students., Give workshops to people with addiction to harmful substances., Provide ways to coexist and interact with relatives of people addicted to these substances, this through workshops.

Take care of children between 4 months to 6 years of age., Perform game dynamics to develop their skills., Orientation towards details, observation and emotional intelligence were important to carry out the correct care.