Experienced in client engagement, legal data management, and quality assurance with a strong focus on delivering exceptional service.
Applied in call center roles, ensuring high-quality customer interactions and issue resolution.
Involved in screening, interviewing, and onboarding candidates at TalentMovers.
Conducted quality evaluations, created SOPs, and supported training at Sutherland.
Gathered client information, coordinated legal documentation, and ensured confidentiality at Legal Assist Now.
TalentMovers
Screens applications and select qualified candidates, Verify through phone interviews that the candidates are looking for relocation and agree with the benefits provided by the company, Schedule interviews, and oversee preparation of interview questions and other hiring and selection materials., Assist with the interview process, attending and hosting interviews with client´s HR recruitment department, Communicate the job offer to selected candidates and follow up the completion of the required documentation
Legal Assist Now (LAN)
Worked for different lawyers by referring the clients to their offices, clients are victims of car accidents or personal injuries looking for insurance compensation, Meet with new or prospective clients via phone call, Ask a series of questions for the purpose of compiling data, and then uses this data to determine the best next course of action for that client /prospective client, Obtain pertinent information from new clients by interviews courteously and professionally, Collect data to help with the contract process and obtain the supporting documents required by the lawyers, Ensures that all admission forms are properly signed and filed., Respect client´s dignity and confidentiality.
Sutherland Global Services
The QA Specialist is a vital member of the QA Support department and serves to assist leadership identify quality performance metrics are adhered to by the call center staff, Conduct quality assurance evaluations and sharing reports with the Support areas leadership and staff, The Quality Assurance Specialist guarantees calls/chats are executed appropriately and help staff achieve targets for quality metrics (KPI´s) to ensure a high level of customer service and professionalism, Create and maintain Standard Operating Procedures (SOP´s) detailing Quality Auditor duties, Assist Trainers with the training modules related to QA, train new hires and newly promoted coaches and supervisors in QA related modules
Degree in Public Accounting
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Fluent in English and Spanish, with experience in customer interaction, interviews, and client communication.
Sutherland Global Services
Worked as an expert agent for T-Mobile USA, Provide outstanding customer service through effective and timely resolution of various customer inquiries and concerns, Build customer loyalty and value through effective account management, identifying and providing offers for appropriate additional products, features, and services, and collecting past due balances., Use resource documentation for reference and the automated and training tools provided to deliver exceptional customer service., Meet department productivity, KPI´s and quality standards., Appropriately disburses adjustments and account credits in accordance with T-Mobile policy., Approach each call with a can-do mindset and treat each customer with respect, courtesy, and a genuine desire to help., Complete training requirements to learn new skills and processes, grow knowledge of systems, and develop proficiency on company values, organizational requirements, and competencies needed for the Expert role.
Sitel Colombia
As a contact center agent in a transnational company for Olo campaign, Responding via email or telephone to the requirements of customers (corporate employees, restaurant owners, franchisees, store managers and users in general) regarding the operation of the online ordering service, Solve problems of store´s online configuration, menu options, creation and update of user accounts, Configuration of merchandise information, launch and removal of stores, advice on problem solving among others.
