Call Center Coordinator

• Apr 2023 - Present

Transaction Processing Associate

• May 2021 - Apr 2023

Responsible for processing relevant bank transactions in various tracking systems and tools. Solving problems taking into account precedent and referring to detailed instructions and procedural documents, escalating problems and seeking advice when faced with complex issues and problems. Proper care and handling of customer records and physical documents from initial receipt to transition and completion into an electronic database. Applying knowledge of processes and related systems to help identify, assess and resolve problems. Evaluation and resolution of non-standard and standard problems. Performing service delivery functions to meet customer requirements, which may include monitoring and updating customer systems, for example entering transaction data. Providing related statistics and reports. Using work plans to develop process documents, work aids, communication procedures. Analyzing data, identifying and resolving discrepancies. Identify and implement process improvement based on experience and objectives. Resolving issues received through the escalation process and assisting with research and consulting to ensure customer satisfaction in resolving issues. Show less

Sales Specialist

• May 2019 - May 2021

Communicates with customers through phone, e-mails, chats and personal visits. Meets with customers in a sales environment to drive product sales and knowledge. Adheres to any and all company policies and procedures. Makes sales appointments with clients. Teams with other employees to make sure that product is available and shoppable on site. Generates new leads by meeting with consumers. Follows up with any clients to make sure that they are satisfied with product. Assembles any and all product displays in a given market. Meets with retail associates to help them effectively sell products. Finds new target markets and penetrates them to drive sales. Discovers how to market products to new users. Understands how to make products appeal to consumers based on the environment and current trends. Uses the Internet to push products to a given target market. Works with the marketing department to develop new sales strategies. Teaches other sales consultants how to make sales to potential consumers. Discovers target markets and advantages of other companies. Demonstrates advanced sales knowledge. Always looks for new ways to make products attractive to customers. Show less

Customer Service Team Lead

• Nov 2017 - May 2019

My job was to coordinate a team of 12-15 people working for client Telecom Italia (TIM). Supervises day-to-day operations in the customer service department. Responds to customer service issues in a timely manner. Creates effective customer service procedures, policies, and standards. Develops customer satisfaction goals and coordinate with the team to meet them on a steady basis. Implements an effective customer loyalty program. Maintains accurate records and document all customer service activities and discussions. Assess service statistics and prepare detailed reports on your findings. Hires and trains new customer service agents. Manages the approved budget of the customer service department. Stays informed on the latest industry techniques and methods. Show less

Customer Service Team Lead

• Oct 2010 - Oct 2017

My job was to coordinate a team of 12-15 people, to work respecting the company's policy and procedures, the realization of KPIs requested by the client and most importantly to make them collaborate with each other. To achieve performance with a team in Inbound Call Center, working for clients such as Wind-Three, Vodafone offering consulting and solutions for their clients both on the mobile and technical support for landline (especially fiber internet) or Royal Caribbean Cruises, sales and customer care in the cruise tourism services sector. I will list some essential parameters that bring benefits to a customer service business as well as our customer requested targets: - One (First) Contact Resolution - Cost Per Contact - Level of Services - Abandoned Call Rate - Average Speed of Answer - ASA - Average Handle Time - AHT - Customer Satisfaction Score Other completed tasks: Participate in recruitment of new project agents. Deliver trainings to the new employees. Keeps an inspiring team environment with an open communication culture. Assigns tasks and set deadlines. Daily monitors team performance and report on metrics. Oversees day-to-day operations, discover training needs and provide coaching. Resolves issues/conflicts by listening team members feedback. Encourages / motivates the team, recognize high performance and reward accomplishments, coaching, motivating and retaining staff. Organizing the staff, including shift patterns and the number of staff required to meet demand. Organizes team building activities. Show less

Sales Coordinator / Customer Service Representative

• May 2006 - Oct 2010

Answers telephone calls and obtain customer information, verify information and determinate eligibility by comparing information to requirements. Follows communication standard scripts and procedures when handling inquiries or complains. Collects information, researches / find solutions for inquiries and logs customers call. Manages large amount of calls in a timely manner. Recommendscustomers improved procedures and inform them about services available. Seize opportunities to upsell products when they arise. Provides training, assistance and functional guidance to lower level staff. Regularly attend educational opportunities and updates job knowledge. Assists in planning and implementing department goals and make recommendations to management to improve efficiency and effectiveness. Show less