Executive Virtual Assistant

• May 2021 - Present

Customer Service Specialist

• Sep 2020 - May 2021

Senior Customer Support

• Oct 2018 - Sep 2020

Transition Support Specialist

• Mar 2018 - Jul 2018

Team Leader in Training

• May 2017 - Feb 2018

Handles a team in production composed of more than 10 people. Provides positive as well as constructive feedback to improve individuals performance, adapting coaching styles depending on the situation, providing feedback that is specific and constructive and encouraging all team members in incremental performance improvement. Consistently monitor the team to proactively identify potential problems and ensure appropriate parties are engaged through to resolution.

Transition Support Specialist

• Jan 2016 - May 2017

Work with new hire agents all throughout their transition week before they are endorsed to production. Coach agent to improve performance and follow or revise the agenda as needed to improve specific opportunities with the new hire.Documenting every coaching and creating reports every end of the day

Mobility Sales and Service Associate

• Jan 2014 - Dec 2015

Handles inbound calls from customers that have questions about their postpaid mobility bill, process payment and extension as well as provide basic technical troubleshooting for their mobile devices. Also expected to upsell satellite dish service as well as new line of service as an integrated solution to their needs.

Customer Sales Professional

• Oct 2011 - Aug 2013

Deals with a customer who calls to sign for a postpaid account. We entice and explain the customer of their subscription, we sell the plan and the phone and convince them to commit to a contract. Taking payments, basic troubleshooting and upselling accessories are some of the responsibilities that we do every day. Making sure to comply with the client and company’s guidelines as well as meeting daily goal is crucial. Deals with a customer who calls to sign for a postpaid account. We entice and explain the customer of their subscription, we sell the plan and the phone and convince them to commit to a contract. Taking payments, basic troubleshooting and upselling accessories are some of the responsibilities that we do every day. Making sure to comply with the client and company’s guidelines as well as meeting daily goal is crucial.