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Erica Cocchia

Erica Cocchia

Customer Service Agent

Followers of Erica Cocchia363 followers
location of Erica CocchiaNorwalk, Connecticut, United States

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  • Timeline

  • About me

    Compliance & Extension Program Coordinator at AIFS | ARO - Alternate Responsible Officer for the Department of State

  • Education

    • Stanford University

      2013 - 2013
      High Performance Management Business Administration and Management, General

    • Universidade Anhembi Morumbi

      2008 - 2011
      Bachelor of Business Administration (BBA) Business

    • Westchester Community College

      2013 - 2014
      English

    • Norwalk Community College

      2016 - 2016
      English

  • Experience

    • Medial Saúde

      Oct 2007 - Dec 2008
      Customer Service Agent

      • Answered over 100 incoming calls a day from VIP customers booking appointments and medical exams.• Supported VIP Customers with payment, complaints and general information.• Consistently maintained more than 90% customer service satisfaction via quality control

    • GK Administração de Bens

      Jun 2009 - Nov 2009
      Student Intern

    • IBM

      Dec 2009 - May 2012

      • Conducted remote internal audits and process reviews to guarantee IBM team followed IBM global procedures, wrote final reports with non-compliance items and improvements suggestions • Collected and analyzed data for 15+ accounts to evaluate overall account activities against defined processes, plans, templates and tools • Prepared and maintained inspection records for projects audited and achieved A rating during external Quality Assurance Reviews• Monitored follow-up actions in cases where process violations were found, ensuring corrective actions were taken, and successfully had teams correct 90% of findings within 30 days • Trained 20+ personnel on use of IBM QMX tool in order to publish/update/review organizational processes and acted as Tool User Administrator to support over 15 projects Show less

      • Quality Analyst

        Dec 2010 - May 2012

      • Quality Analyst Intern

        Dec 2009 - Dec 2010

    • Cultural Care Au Pair

      May 2012 - May 2014
      Au pair

    • IBM

      May 2014 - Feb 2015
      Project Management Office

      • Assisted with organizing client account with over 100 employees, Mapfre insurance, by producing and delivering weekly status reports, maintaining/tracking project plans and organizational charts• Administered on/off-boarding processes for over 30 personnel including scheduling interviews, training new employees, facilitating paperwork completion, granting and removing software access • Maintained client account data requirements and tools in accordance with established business control guidelines and audit policies, growing 30% in process adherence within 8 months Show less

    • AIFS

      Jan 2017 - Aug 2020

      • Program Administrative Assistant

        Mar 2017 - Aug 2020

      • Placement Coordinator

        Jan 2017 - Mar 2017

    • Morgan Stanley

      Nov 2020 - Aug 2021
      Client Services Associate

    • AIFS

      Aug 2021 - now
      Compliance & Extension Program Coordinator - Au Pair in America

  • Licenses & Certifications

    • Series 7

      FINRA
      Jun 2021