Skills
Technical Support; Action Planning; Key Management; Phone Support; Key Metrics; Organization; Microsoft PowerPoint; Organizing Events; Large Group Presentations; Customer Technical Support; Online Technical Support; Data Analysis; Strategic Objectives; Customer Satisfaction; Customer Service; Organizing; Communication; File Management; Services Management; People Management; Time Prioritization; Organizing Meetings; Task Organization; Organizing Functions; Typing; Strategic Prioritization; Key Performance Indicators (KPI); Oral Presentation; Prioritization; Operations Management
About
Provided specialized technical support through the company's internal platform, addressing phone inquiries related to proprietary devices.
· Resolved customer issues efficiently during Kindle support calls.
· Delivered expert assistance for Fire TV inquiries.
· Demonstrated mastery in troubleshooting Fire Tablet devices.
· Served as a specialist for the Prime Video app, ensuring optimal user experience.
Served as a Bilingual Coordinator and Operations Leader, executing the following functions and achievements:
· Spearheaded campaign development and management from inception taking into account client needs.
· Conducted comprehensive supervision of campaigns across Operations, Training, and Quality areas, ensuring KPI adherence through regular monitoring and communication of goals and achievements.
· Accountable for the execution of operational objectives within the Business Plan, as set by Commercial and Operational Management, including productivity forecasts and cost analysis per campaign.
· Effectively managed client communications during critical situations, providing real-time reporting.
· Oversaw the recruitment process, conducting interviews and aligning candidate profiles with job requirements.
· Organized and systematized training materials and schedules, based on analysis in order to align educational structure with product characteristics.
· Designed and implemented a customized quality matrix, aimed at meeting campaign-specific needs and expected behaviors, thereby raising performance standards.
· Presented KPI results and progress to clients in Colombia and the United States, reinforcing service trust and transparency.
· Developed and executed Corrective Action Plans (CAPs) based on data analysis and client requirements, integrating key areas of operations, training, and quality.
· Compiled performance reports on a weekly, monthly, and quarterly basis, providing detailed analysis for strategic decision-making.
· Managed the commission scheme, ensuring proper adjustment and control.
· Coordinated task and indicator compliance with operations, training, and audit departments, ensuring regular meetings to discuss objectives and their fulfillment.
Effective management of teams ranging from 18 to 30 members, ensuring high productivity and engagement.
· Implemented coaching strategies and performance monitoring to enhance agent interactions on calls and ticket management.
· Rigorous tracking of key metrics including Second Contact Resolution (R2), Customer Satisfaction (C-sat), one-star ratings, Productivity, Average Handling Time (AHT), and Tickets per Hour (TPH).
· Meticulous oversight of staff attendance and connection statuses to ensure resource availability meets demand.
· Continuous review and adjustment of agent queues and skill priorities to optimize service levels and adherence to established metric benchmarks.
Efficient customer service management for swift resolution of issues related to flight tickets, hotel bookings, and vehicle rentals, ensuring agile and accurate modifications, cancellations, or updates to reservations.
· Comprehensive travel assistance with effective reservation modifications.
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