Experience

ICANotes LLC

• United States
• Mental Health Care
• 1 - 100 Employee

• Support Supervisor

  • Feb 2023 - Present

  + Documentation+ Customer Service Quality Assurance:+ Coaching

• Senior Technical Support Specialist

  • May 2022 - Feb 2023

• Technical Support Specialist

  • Jun 2021 - May 2022



Sitel Group

• Outsourcing and Offshoring Consulting
• 700 & Above Employee

• Quality Assurance Specialist

  • Jul 2020 - Jun 2021

  + Record and track any complaints or issues, including the cause and solution, through both tracking systems and records. + Conduct audits and keep reports to document all quality assurance activities. + Continue to pursue personal education of new skills, technologies and solutions + Execute quality improvement testing and activities + Develop quality assurance standards and company processes + Conduct Metric Bay to ensure tool proper tool utilization and increase performance. + Analized behaviors to understand what's driving performance. Show less



Remitly

• United States
• Financial Services
• 700 & Above Employee

• Risk Team Manager

  • Sep 2017 - Apr 2020

  Talent development. +Guide associate through their career path and help them discover their skills and how they could use them in a different job position and how to apply them in real-time activities. How to lead with personnel in different situations by using emotional intelligence. +Create action plans to help the associates develop critical and analytical thinking, problem-solving, interpretation, and decision-making skills and coach them on how these skills can improve customer experience provided to create a better impact. Assign tasks to help them create confidence in themselves that will help them in future positions. + Help the associates understand the company objectives, policies, updates, and encourage teamwork. + Create guidelines for the associates to have a better understanding of the internal procedures along with training and activities to maximize the use of resources. + Evaluate performance to find strengths and weaknesses and provide constructive feedback to keep associates motivated to reach their goals. + Risk analysis: Evaluate the customer account based on behaviors to encounter possible fraud/MOs scenarios. + Identity Verification: Verify a person's identity by using information coming from Public Records to ensure the actual customer is using the account and Payment method. Show less



Concentrix

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Technical Support Specialist

  • 2016 - 2017

  + Help the customer with their devices (Computers/Phone/ipads) +Provide basic troubleshooting, reset, restart, reinstall OS. + Help the customer with their devices (Computers/Phone/ipads) +Provide basic troubleshooting, reset, restart, reinstall OS.



Sitel Group

• Outsourcing and Offshoring Consulting
• 700 & Above Employee

• Escalations/Customer Service Rep

  • Sep 2011 - Feb 2016

  +On the phone supervisor, to identify fraud scenarios, follow up on customer cases, and provide resolution in a timely manner. +Ensure the customers are sending money to a person they actually know to prevent scams. +On the phone supervisor, to identify fraud scenarios, follow up on customer cases, and provide resolution in a timely manner. +Ensure the customers are sending money to a person they actually know to prevent scams.