Perla Gomez

Experience

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  Rotunda Enterprises

  Jul 2007 - Oct 2011

  Vendor Manager

  This was a seasonal job, where every summer during this time frame I worked for a vendor company in one of the most popular Amusement Parks in Pennsylvania. During my time in the company I started as a vendor, then was promoted to supervisor and on my last 2 years with them was promoted to Manager. As a manager I directly manage the team to ensure they adhered to departmental and company policies and procedures and enforce policies when necessary. Ensure employees and supervisors are providing exceptional guest service. Manage inventory levels by completing daily stocking tasks; checking orders, inventory mark-outs, and other inventory management tasks as needed to maintain inventory integrity. Manage inventory of daily sales and document final daily total. Show less

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  Main Realty former Exit Metroquest Realty

  Oct 2011 - Jun 2013

  HOA, Utilities and Lien Search Specialist

  In this position I worked from home for a company located in Pembroke Pines, FL. I held different taskslike identify Home Owners Associations Liens, utilities, etc on a property. Review, research anddocument statutes pertaining to the property in database. Negotiate out of compliance and/or exorbitant fees. Monitor and ensure all HOAs fees were paid. Provide accurate and timely communication to all affected parties. Maintain communication with client during the process; and ensure all utilities were paid before selling the property. Show less

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  United Nearshore Operations

  Jun 2013 - Jan 2017

  Quality Assurance Supervisor

  I worked at a project focused on inbound Technical Support/Customer service for one of the top 5 printer manufacturers worldwide. During the time I participated in the project, I was able to grow and hold several titles during my tenure. I started in the project in November 2013 as a Technical Support Representative and again in May 2014. As of November 2014, I was promoted to Quality Assurance Auditor and by April 2015 I was promoted to Quality Assurance Supervisor.Quality Assurance Supervisor for UNO 01/2015- 01/2017 Ensure that all Quality Assurance Auditors are performing their job function. Aided Auditors todevelop the skills necessary to develop representatives and encourage a positive workenvironment. Distribute team workload to handle overflow of calls upon request from operationarea; Ensure accomplishing those established Key Performance Indicators (KPI’s); whetherinternal (UNO) or external (Client). Work with QA Manager and Operations to ensure sustained quality results, discuss issues andaccomplishments. Propose strategies to overcome quality issues and low performance in anintegrated structure and when having new hires in order to reduce their impact in Operations andkeep quality results. Create multiple reports and trend data for analysis/review of agent improvement. Review reportsand confers with Quality, production and management personnel to solve work-related problems.Identify trends and present top drivers of poor performance collected from QA audits and quicklytackle any area of opportunity to ensure monthly results. Present Quality Results in a way thatallows understand performance and create accurate work strategies. Create structured action plansto improve the performance of Agents. Organize and provide training, Focus Sessions,Refreshers, WorkShops to address main areas. Address any client requirement and manage escalations (from/to: Auditors, Managers,Operations, Clients and Support Functions). Show less

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  Truist

  Jan 2018 - now

  • Service Team Manager

    Dec 2021 - now

  • Service Delivery Coach

    Jan 2018 - now