Pablo Andree Merida Bandow

Experience

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  ICS Guatemala

  Jan 2012 - Jan 2014

  Logistics and Floral Arrangement Coordination Representative (1800 Flowers)

  -Managed challenges presented by florists or suppliers to delivery arrangements, and negotiated with florist's different payment rates to complete the order.-Re-directed orders denied by florists to a different supplier to complete the order, communicated with the direct client to notify in case of need to delay or cancel the order due to lack of resources.-Handled customer escalations.

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  Alerta Medica

  Feb 2012 - Jan 2012

  Medical Alert Sales Representative

  -Scheduled, organized, and visited clients at their offices or homes to promote the benefits of the Alerta Medica service.-Filled out purchase forms and managed contracts for clients.-Collection of payments by pre-dated checks, visa installments, cash, cards, and others.

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  Promedia Leads

  Jan 2015 - May 2016

  Sales Representative for Mortgages in the USA

  -Cold-called users with high mortgage interest rates, pre-qualified users through a questionnaire, and coordinated with a financial entity to improve the current interest rate.

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  World Connection

  Jul 2016 - Jul 2016

  WWE Technical Support Representative (Temporary)

  -Assist users with the use of the dedicated WWE application, device restarts, uninstallation and reinstallation of the application, and guide the user to log in to their account.-Manage subscription sales and guide the final service display.

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  TELUS International

  Sept 2016 - Mar 2023

  -Manager in charge of 8 team leaders with more than 120 frontline team members.-Project management, being the contact point for the client and operation managers: Escalations 15 members, VIP Customers 18 members, Reporting Committee 13 team leaders.-Teamwork management with different support departments (Human Resources, Service Quality, Training, WFM Planning, and Reporting).-Forecasting.-Implement operational strategies for program success, taking into account team members' commitment and financial goals.-Hiring manager for new hire team members and supervisor promotions. Mostrar menos -Team leader, in charge of 16 members, responsible for team administrative tasks: Payroll, exceptions, vacations, among others.-Expert in feedback focused on metrics such as Service Quality, Productivity, Guideline Compliance, among others, using creative methods such as negotiation, peer feedback, among others.-6 consecutive months as the best-performing team of the month within an operation with more than 45 teams.-Development and career plan training with 8 promotions in a period of 4 months within the team for different departments: Supervisor, Service Quality Analysts, New Member Trainers, and Real-Time Volume Analysts.-In charge and leader of the reporting committee, responsible for developing new reports, updating, and auditing existing reports.-Achieved the highest performance grade (Excelling) in the 2021 annual performance review.-Part of the Escalation Committee supporting team members' performance, providing support to leaders of those members and forecasting volume to ensure appropriate staffing.-Implementing job satisfaction strategies with a 98% satisfactory result.-Hiring Manager to new team members. Mostrar menos -In charge of the onboarding of new clients to the platform, guide them within the account to configure external connectivity between his domain and the platform-Advance Understanding of DNS configurations of a live domain, executed email migration protocols within the platform to fetch previous email from previous provider, configure email client protocols among others.-Strong hability to understand the users end game and utilize the available resources to provide a solution or a workaround effective to the user goals.-Able to take critical technical challenges and guide the user to implement recommendations to the user for an overall outstanding customer experience. Mostrar menos

  • Operations Manager

    Feb 2022 - Mar 2023

  • Operations Team Lead

    Jan 2019 - Feb 2022

  • WFM Lead

    Mar 2018 - Jan 2019

  • Financial Analyst

    Oct 2017 - Mar 2018

  • Google Workspace Technical and Onboarding Specialist

    Sept 2016 - Oct 2017
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  LastPass

  Jul 2023 - now

  Renewals Representative