Demonstrated experience with Office automation.
Demonstrated experience with Microsoft Office Suite.
5CA
Followed a career path in a fast pace to become a quality assurance agent, constantly giving feedback to the agents in the company, helping the team to develop strategies to provide fast and quality resolutions to our customers, while maintaining a top-level quality based on the internal standards, and by following the GDPR laws and procedures to keep data safe., Developed a system, based on quality and process adherence to mitigate the use of unnecessary extra interactions with the customer, increasing the efficiency of the effort used by both the agents and the customers when reaching out to the Support Team., Helped to develop a new KPI, presenting the information directly to the Client, with constant feedback, which resulted in the fast improvement for most of the processes used by the Support Team.
5CA
Took care and oversaw my Team performance for a month, ensuring that, not only the members of my team maintained their performance, but also that they improve it, while sharing spaces such as 1on1s and Quality Coaching sessions to share with them strategies that will help them to tackle difficulties they may face daily, constantly developing forward thinking, ensuring that they understand that if something works, it does not necessarily mean that it could not be better., Presented and explained the team stats to the Client, always one step ahead when it came to difficulties that individual agents were facing, by also sharing details of the strategies and actions that were taken to mitigate said difficulties and keep improving as a Team.
High school diploma
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5CA
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