Experience

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  Teleperformance

  Mar 2017 - Jan 2020

  • Assisted customers through Salesforce to facilitate sales transactions, ensuring seamless experiences and securing sales.• Expertly escalated technical issues to appropriate channels for swift resolution, ensuring minimal disruption to sales processes.• Proficiently generated and downloaded reports to provide insights and analysis crucial for informed decision-making.• Offered valuable advice and guidance to customers on enhancing sales performance and increasing exposure, leveraging expertise to optimize outcomes. Show less

  • Supervisor

    Mar 2019 - Jan 2020

  • Quality Assurance Analyst

    Jan 2019 - Mar 2019

  • Seasonal Supervisor

    Aug 2018 - Dec 2018

  • Quality Assurance Analyst

    Oct 2017 - Aug 2018

  • Customer Support

    Mar 2017 - Oct 2017
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  Amazon

  May 2020 - now

  • Manage performance of 20-25 Amazon Advertising Associates and 2-3 Leads through effective 1:1 meetings, audits, coaching, and mentorship.• Implements performance goals, monitors and evaluates against pre-set goals, creating action plans to resolve performance barriers as needed.• Reviews and analyzes performance metrics to identify areas of opportunity that will drive performance improvement.• Partner with Workforce management to execute daily staffing plans, gate-keeping SLs• Manages schedules, monitors adherence, time-off planning, and attendance in partnership with Workforce Management.• Demonstrates excellent time-management skills and the ability to work independently while using departmental resources, policies and procedures.• Maintains a positive and professional demeanor always portraying the company in a positive light and effectively managing sensitive issues.• Hiring Manager, support recruitment and training of new Associates Show less Manage job assignment on a day-to-day basis, monitoring performance on job or queue adherence, volume, and quality• Support hiring and training of new Associates• Ensure productivity is maximized through supervision, training, analysis, and feedback of performance data on a periodic basis• Develop the work schedule for the week by balancing work across various workflows and/or navigating competing delivery priorities• Liaise with Program Management and other global operations team leads to manage risks & propose mitigation strategies• Track quality and utilization metrics• File and track tickets, following up on blocks to productivity• Provide regular, formal & informal feedback to direct reports• Identify and help implement process-related improvement using methodologies such as Kaizen, six sigma, or lean• Communicate effectively in English and Spanish• Manage and develop teams assigned of 20 to 30 associates Show less

  • Self-Service Registration Team Lead Channel Sales

    Nov 2024 - now

  • Manager I, Advertiser Support

    Aug 2022 - Nov 2024

  • Team Manager Alexa Data Services

    May 2020 - Aug 2022