Jaime Li

Experience

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  Stream Global Services

  Oct 2007 - Jul 2010

  General Manager Customer Service / Q.A.

  Providing Tier 2 Technical Support, retention, billing and up-sales on every call and customer service for Time Warner Cable, I was promoted to CSAT Supervisor, being in charge of assuring the level of customer service of all the floor´s agents by giving training, monitoring agents´ calls and evaluating them

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  STARTEK

  Sept 2010 - Feb 2012

  General Customer Service and Sales Agent

  Provided Tier 1 technical support, retention, customer service, billing, and sales, getting new customers for Vonage being always in the top 10 sellers, exceeding expectation in all metrics.

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  Encore Capital Group

  Mar 2012 - Aug 2015

  Account Manager / Group Manager Supervisor

  Managed individual portfolio of consumers with whom I had to create a relationship through the phone to secure payment by finding equitable payment solutions, resolve disputes with fairness analyzing each individual situation. Dealt with both inbound and outbound calls in a timely and professional manner to provide the resolutions needed, making decisions based upon established departmental guidelines. Was in the top 10 most consistent collectors. Got promoted to Group Manager back-up Supervisor being trained and Certified in Management, dedicated to training new incomers, developing strategies improving employee’s performance through constant training and support in cooperation with other Management Team such Q.A. and Training departments, generating weekly and monthly reports for proper analysis of the Employee’s performance, ensuring and exceeding to meet the KPI’s goals for the account. Show less

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  Park Hotel

  Sept 2015 - Jun 2017

  General Manager

  In charge of Check-In and Check-Out, billing, concierge duties taking care of any guests’ requests, providing phone and E-mail assistance to clients. Assisted Management with Operation planning, coordination, marketing, team and systems management, overseeing all departments to assure that the hotel’s premises, service, and operations be impeccable, promoting communication and cooperation between cleaning, maintenance, and administration departments.

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  Amigo Realty

  Jul 2017 - Jan 2019

  Real Estate Closer

  In charge of Vacation Rentals, Property Selling, and exclusive listing acquisition, replying online inquiries in a prompt manner, coordinating, planning and executing accordingly to the company and customer needs, also doing sales presentation, showing and closing deals. Accurate CRM, Channels and Websites management for all queries and content, creating marketing strategies. Supervising personnel and operations of the managed properties as Quality Control to ensure optimal conditions for all the guests prior to Check In, greeting them customers and documenting all pertinent information in our database, and at Check Out to guarantee customer satisfaction. Show less

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  CYRACOM INTERNATIONAL INC

  Feb 2019 - now

  Freelancer / Interpreter

  As a freelancer, I am in charge of short-term projects provided by my clients, from Customer Service, Data Entry, Prospecting, Lead Generation, SAAS Business and Sales Development, Recruiting; etc., and as an Interpreter I was certified by Cyracom International, being able to effectively provide English to Spanish and vice versa Medical, Financial, Clinical, Legal and general interpretation working from home as a freelancer.

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  Accenture

  Jul 2021 - Jan 2023

  C.S. Senior Analyst (Team Leader & Q.A.)

  Team Leader developing the account for the KT (Knowledge Transfer) process. I was in charge of 14agents' performance, providing live reports, effective feedback, monitoring their daily, weekly and monthlyKPI's and providing any necessary support including taking escalations, monitoring their calls for Q.A.Audits, having process improvement and calibration meetings with fellow Team Leads/Q.A.s, creating DPI's and monitoring the daily SLA's and queue