Shift Manager / Senior CS Specialist

• Mar 2023 - Present

Manage the company’s incoming chat communication from users in the form of queues, delegate tasks as part of a team to efficiently keep all communications at bay and provide the best quality service to end users and internal company requests alike, within a designated shift, help internal users with approval requests to channel tasks with collaborating departments. Produce handoff reports to keep the information flowing from one shift to another and keep all queue spikes under control. Shift attendance reporting and managing. Show less

CS (Platform and People) Specialist

• Jun 2022 - Mar 2023

Professional Recruiter

• Mar 2021 - Jun 2022

Actively looking for fast-paced professionals in the job market, focused on Title and Escrow. Actively looking for fast-paced professionals in the job market, focused on Title and Escrow.

Gaming Support Specialist

• Mar 2020 - Mar 2021

Proficiently identify and quickly resolve a customer’s issue, by building rapport and being empathetic, and successfully producing a positive outcome. Effectively register each contact with a customer and leave all contact information for future resolutions. Proficiently identify and quickly resolve a customer’s issue, by building rapport and being empathetic, and successfully producing a positive outcome. Effectively register each contact with a customer and leave all contact information for future resolutions.

Quality Assurance Analyst

• Jun 2019 - Jul 2020

Customer Relationship Management Executive

• Sep 2018 - Sep 2019

Create and maintain a healthy and profitable relationship between the customer and the financial advisers, by reaching out to interested parties, engaging in the product description and arranging a meeting in order to provide transparent and reliable financial services such as mortgage protection, college planning and life insurance. Create and maintain a healthy and profitable relationship between the customer and the financial advisers, by reaching out to interested parties, engaging in the product description and arranging a meeting in order to provide transparent and reliable financial services such as mortgage protection, college planning and life insurance.

Customer Support Agent

• Jan 2019 - Jun 2019

Proficiently identify and quickly resolve a customer´s issue, by building rapport and being empathetic, and successfully producing a positive outcome. Proficiently identify and quickly resolve a customer´s issue, by building rapport and being empathetic, and successfully producing a positive outcome.

Contact Center Coordinator

• May 2017 - Aug 2018

Supervise Daily Call Center Operations and Effectively Manage incoming Hubspot Leads via Avaya Agent Desktop and Avaya Communicator. Assist all Telemarketers in every matter in order to reach sales goals in a given period of time. Supervise Daily Call Center Operations and Effectively Manage incoming Hubspot Leads via Avaya Agent Desktop and Avaya Communicator. Assist all Telemarketers in every matter in order to reach sales goals in a given period of time.

Engagement Specialist

• Oct 2015 - May 2017

Ensure the efficient resolution of a customer's contact, identify the direct and pertaining issue, look for the quickest and most educated solution and educate the customer as well so that they do not have the same problem in the future. Aug 2016 –May 2017: Engagement Specialist II (CSR2) ▪ Analyze, Filter and Register everyday data regarding the communication with the customers to produce daily opportunity reports in Excel for the Line of Business (Client). ▪ Enforce Teamwork among all care agents by providing real -time support during customer engagement. ▪ Identify opportunities for improvement on an individual level as well as team-level, gathering Key Performance Indicators to provide feedback to team leaders, and produce training material to improve on specific opportunities. 2015 - 2016: Engagement Specialist (CSR) ▪ Provide technical and non-technical support to customers via live chat and incoming phone calls, and accurately registering all the customer experience in the corresponding communication management software (Oracle Service Cloud). Show less

Operations Manager

• Feb 2013 - Jun 2015

Control Yearly Tasks and Functions of all Operations in General, like Security Department, Hygiene, Building and Machinery Maintenance, Elevators and Escalators Maintenance, as well as keep the yearly budget and schedule up to date, making all operations efficient and successful. Control Yearly Tasks and Functions of all Operations in General, like Security Department, Hygiene, Building and Machinery Maintenance, Elevators and Escalators Maintenance, as well as keep the yearly budget and schedule up to date, making all operations efficient and successful.

General Manager

• Feb 2012 - Feb 2013

Program Yearly Expenses Reports in Advance, Program Yearly Maintenance Tasks on a Monthly Basis, Coordinate Water and Power Readings in order to produce monthly bills for tenants in the shopping mall. Tend to every tenants needs and requests in order to operate a successful organisation. Program Yearly Expenses Reports in Advance, Program Yearly Maintenance Tasks on a Monthly Basis, Coordinate Water and Power Readings in order to produce monthly bills for tenants in the shopping mall. Tend to every tenants needs and requests in order to operate a successful organisation.