Pamela R.

Experience

• 

  Teleperformance Dominican Republic

  Aug 2014 - Dec 2017

  - Real time monitoring of queue and account goals and make decisions on necessary adjustments to comply with these.- Ensure the account's Key Performance Indicators (KPIs) are met and penalties are avoided.- Short term call pattern analysis.- Create and provide reports on call handling results and efficiency levels needed for decision making. - Meet the quality standards established by the Client to attend customer needs.- Provide service focused on the client's satisfaction and gaining client's loyalties to the business.- Learn usage on different tools such as Oracle, Citrix and CRM to properly validate and make necessary adjustments to clients' services.

  • Mission Control Specialist

    Mar 2016 - Dec 2017

  • Customer Service Representative

    Aug 2014 - Mar 2016
• 

  Teleperformance Dominican Republic

  Sept 2019 - Dec 2021

  - Coordinate a team of 10+ employees that execute the planning and real time monitoring activities for the assigned Clients.- Responsible of guaranteeing the achievement of monthly goals of metrics and income.- Develop and execute action plans to improve KPIs and the productivity for the assigned Clients.- Guarantee the processes within the department are executed according to the established guidelines. - Forecast the billable hours result for the assigned Clients based on the resources available.- Plan the allocation of resources to guarantee efficiency and productivity for the Clients.- Monitor the Client’s KPIs and maintain the Operational Managers informed about them. - Effective communication with Operations Managers to know and monitor the weekly income results of each Client.- Forecast the company’s monthly costs, revenue and gross margin, and raise an alert with the Directors about the deviation from the established goals.- Participate in the monthly preparation of the company’s Profit and Loss Statement.

  • WFM Coordinator

    Oct 2020 - Dec 2021

  • GAT Forecasting Specialist

    Dec 2017 - Oct 2020

  • Finance File Clerk (Pasantía)

    Sept 2019 - Dec 2019
• 

  British Embassy Santo Domingo

  Nov 2021 - now

  Finance Officer

  - Preparation of the annual Budget, and monitoring its execution.- Preparation of the monthly cash flow.- Complete accounts payable and receivable activities.- Complete the month end processes.- Keep organized relevant documents related to auditable activities.