Liesl Porta

Experience

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  ETelecare Global Solutions

  Jan 2008 - Jan 2009

  Bilingual Sales Representative

  Bilingual Sales Representative for Sprint Mobile Communications. Performed as an Inbound Sales / Customer Service Agent. Spanish-English Spoken calls.Specifically handling the Spanish Speaking Community Queues.

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  IBM

  Jan 2009 - Nov 2009

  ML Human Resources Representative

  In charge of any EE query regarding their Benefits, Health Packages, Company's policies and Finances issues. Specifically Bristol-Myers Squibb, Puerto Rico. Help lead the Multilingual team during their performance by transfering knowledge with on the job training, coaching calls, supervising the Service Level Agreement which lead me to become the group POC for the Spanish Team.

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  Accenture Services

  Feb 2010 - Nov 2011

  AP Analyst / Cost Savings Supervisor at Finances and Administration BPO Services

  Process owner, Subject Matter Expert and performs as a Supervisor for Accounts Payables Transaction. Supervisor for Client's Cost Savings for the Payments Department. I have helped improve the procedures and team performance by working hand-in-hand with the Client based on their needs using my skill in the Spanish Language and day to day processing.Key Responsibilities:• In charge of day to day reporting• Receive invoices for Data Entry• Verify accuracy and quality• Review overall entries for duplicates to prevent financial loss• Train internal-external analysts for specific account and system• Manage weekly touch base with Client• Update and Review of Process handbook• Creation and Implementation of new processes to achieve deadline without affecting quality and reducing headcount. POC for AP Process and specific procedures aswell as POC for Client's Cost Savings and reportings. I make sure all processes are received accordingly and in strict compliance. Also served as a backup analyst for Client's division. Show less

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  Smart Tech Nicaragua

  Dec 2013 - now

  CEO & Founder

  First retail business offering generic and accessible overall technology in Nicaragua. Focused on multifunctional products for daily use brought directly from manufacturer.Our company offers retail and wholesales for individuals and small businesses.

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  Sundown Group

  Feb 2014 - Nov 2014

  Account Executive

  Account Executive for International Chat Service Provider for more than 100+ clients worldwide. Mainly handle the business partners for Legal Accounts and Automotive.• Assisted with Script translation and Implementation• In charge of assisting potential customers by determining service area, practice areas and budget

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  SPi CRM

  Nov 2014 - Jan 2018

  In charge of administrating and develop an specific headcount based on business needs in the Customer Service Department for a U.S Prepaid Services Company. My main tasks are to lead and drive team performance to achieve client's goals, increase their marketing and consumers through NPS.Achievements:• Successfully kept consistency by ranking within the first three places among other teams. • Ranked with the highest BSC Grade for the 1% operations headcount.• Recognized as the top Team Manager of the quarter.• Created and implemented action plan proven effective.Key Responsibilities: • Successfully developed agents to SMEs.• Assisted and handled SME Application Interview and Selection.• Chosen by Sr.QA Manager to work with QA Department to determine root cause for areas of opportunity for specific vendor.• Responsible for VIP financial review, reporting and auditing• Lead new vendor campaign deployment• Weekly touch base with client (Process improvement)• Improve attendance and attrition by identifying root cause by executing motivational plans• Leads, organizes and controls the work activities of the team in accordance with the company’s productivity and accuracy standards.• Consolidates metrics for reporting to higher operations• Conducts orientation on process flows specific requirements and project standards• Looks into and prepares reports regarding causes for client complaints and production delays/errors to higher operations• Presides and/or mediates meetings and discussion in order to facilitate the completions of group goals.• Conducts performance appraisal of regular subordinates based on targets and set appraisal period• Recommends and implements process review and improvementCreate action plans for under-performing agents to determine root cause for areas of opportunity floor wise to drive process improvement for KPIs and continuously monitor daily tasks to keep consistency. Show less

  • Account Manager

    Jun 2017 - Jan 2018

  • Operations Supervisor

    Nov 2014 - Nov 2017
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  Blossoms Boutique

  Nov 2017 - now

  Business Owner
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  Concentrix

  Feb 2018 - Nov 2018

  Operations Manager

  Oversees day to day operations for biggest LOB providing Technical Support for prime mobile/software manufacturer. Execute and coordinate logistics to maintain high level performance based on COPC requirements and regulations.Analyze month to month results to create strategies and action plans to keep sustained improvement while exceeding KPIs. Carry out and provide weekly, monthly and quarterly LOB results to vendor managerAudit process alignments within the operations department leading to the achievement of contractual targetsHold monthly meetings with stakeholders and associates to review action items and potential enviroment impact to design collaborating processes to maintain level of service and efficiency Show less

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  Prescription Lab Compounding

  Feb 2019 - now

  Independent Consultant

  Independent consultant for business need and management for US based compounding laboratory.