Experience

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  Xerox/acs

  Jan 2008 - Dec 2009

  Account manager

  As an account manager for 4 teams of 15+ customer service representatives for UPS, my daily activities were to ensure 100% customer satisfaction and that all departments were reaching their goals, and that coaching’s were done in a timely fashion. We executed weekly team meeting with my supervisors and QAs and one on one coaching sessions, so this way all team members had a clear grasp of the expected customer service standard and areas of opportunity.

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  Conexion restaurante

  Jan 2010 - Dec 2012

  Restaurant general manager

  As manager, I ensured that eveything ran smoothly in a restaurant with a capacity for 200 people. My responsabilities were coordinating kitchen and bar inventory as well as equipment maintenance. As manager I ensured that customer satisfaction was met in both walk in and delivery service customers. Marketing wise, I organized live music entertainment every weekend and coordinated activities with promotion groups courtesy of the local breweries. Also in this area, I planned our promotions and special offers as well as executing them.Como Gerente, me aseguraba que el restaurante con capacidad de 200 personas funcionara fluidamente. Mis responsabilidades eran de coordinar la cocina e inventario de barra y a la vez mantenimiento del equipo. Además tenía bajo mi cargo el personal de cocina y equipo meseros. Como Gerente, me aseguraba que la satisfacción del cliente era alcanzado tanto en comensales en el restaurante o servicio para llevar. En el área de Mercadeo, organizaba música en vivo todos los fines de semana y coordinaba con las Cervecerías para organizar eventos promocionales. También en esta área, planificaba las promociones y especiales y a la vez velaba por la ejecución de dichos planes. Show less

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  24-7 intouch

  May 2012 - Dec 2015

  Shift manager

  As a manager of 50+ agents for 1-800-Flowers it was my duty to ensure that all my supervisors and agents reached their Quality and Productivity goals in all 3 workloads, Back Office Order processing/Customer emails and Chat for sales and customer service. Within my time with 24-7 InTouch I also worked as a trainer for Orbitz Worldwide, in accounts such as schedule change, chat sales program, and the fraud/chargeback department.

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  Skycom call center

  Sept 2016 - Jul 2020

  Business development manager

  SkyCom is the leading bilingual call center services provider in Latin America; founded in 2006, making it a natural choice for nearshore solutions of any size company. With offices in El Salvador, Guatemala, and Chile, our bilingual team is focused on delivering the best customer service and customer experience to our clients.We also have over 10 years’ experience in different verticals and offer customer service, inbound and outbound, B2C/B2B Sales and tech support using various channels: Telephone, email and chat. Show less