Sonia Merida

Experience

• 

  GENPACT

  Jul 2009 - Mar 2013

  Customer Service

  In Green Dot I provided customer service and assistance with new activations, lost or stolen cards and loss management. In GE Equipment I provided customer service related to leases and loans for office equipment and transportation for Puerto Rico.

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  Prialto

  Jul 2013 - Apr 2019

  Team Captain
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  BPO Innovations

  Jul 2014 - Apr 2019

  My attributions in the company have mainly to do with planning daily, weekly and monthly tasks and projects depending on goals and objectives. This way I can oversee every aspect of my team and choose which strategies we need to embrace. I work very closely with our clients so that we are constantly updated and focused on their goals. Every week I update our internal manuals so my team is always aware of any news or changes related to our clients.I am also in charge of assigning and scheduling my team’s individual tasks and attributions and helping them through every new process until they’ve mastered it. This is backed up by constant feedback from our clients and meetings that I hold with each one of them. I take part of the recruiting part for my area where we pick the best candidates by pairing their abilities with our client’s needs. Once they are hired, I play an active role during their training process. I also take staffing decisions for my team members according to their skills and potential. Show less

  • Project Manager

    Apr 2017 - Apr 2019

  • Team Captain

    Jul 2014 - Jan 2018
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  GoTo

  May 2019 - now

  Project Manager