Summary

Energetic and enthusiastic, results-driven individual with almost two years of experience in the customer service field. Knowledge of principles and processes of customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction. Bilingual: English/Spanish.

Work History

Work History
Aug 2014 - Aug 2015

Trainer

Expert Global Solutions

Account: Amazon.com Customer Service

At the moment working directly with one of the two LOBs that the MVD site has. While working with NA I am in charge of delivering the training to the NHs and upon finishing the product training continue with OJT. While OJT takes place we have to follow and achieve the goals that have been calculated based on the results from the previous year but with certain improvement, which brings the duty of constant coaching and feedback delivery so as we can meet the projections.

Job duties:

- Assessing individual/group training needs

- Planning, preparing and researching lessons

- Monitors and analyzes performance patterns in order to develop an action plan.

- Organising and promoting courses

- Developing and delivering programmes of learning activities

- Preparing teaching materials

- Have record of the performance of CSRs in training and take the necessary actions to improve their quality.

- During OJT manage the group of CSAs that has been trained (Track atrendance, payroll, schedules)

Nov 2014 - Jan 2015

Seasonal Team Leader

Expert global solutions

Account: Amazon.com Customer Service

Job duties:

The Team Leader’s role is to ensure individual agents are performing against targets, reviewing their performance and coaching/training them to do so. The Team Leaders will meet on a regular basis with their Manager both to provide feedback but also to receive instructions or actions.

- Provides daily leadership to customer service staff to meet customer expectation.
- Identifies system and workflow improvements to enhance the team's efficiency.
- Familiar with a variety of the field's concepts, practices, and procedures.

Nov 2013 - Aug 2014

Customer Service Representative

EXPERT GLOBAL SOLUTIONS

Account: Amazon.com Customer Service

Job Duties:

As a Customer Service Associate, you will help solve a variety of customer problems and operational challenges. You will use new customer service tools in order to provide an accurate response and an exceptional customer experience.

Education

Education
Apr 2014 - Jul 2015

Private Pilot for Airplanes

SAS TAXI AEREO

Currently studying Aviation at SAS Flight School located in Angel S. Adami International Airport (ICAO: SUAA) in Montevideo, Uruguay.

Dec 2013

High School Diploma

COLEGIO Y LICEO SAGRADA FAMILIA

Languages

Skills

English

Written: Advanced

Spoken: Advanced

Certifications

Certifications
May 2015 - Present

Advanced Excel User

BIOS Uruguay

- Advanced formulas

- Conditional formatting

- Advanced charting

- Pivot tables & charts

Volunteering experience & Causes I care about

VOLUNTEERING EXPERIENCE

Colegio Sagrada Familia

April 2012 | Social Services

Worked together with a group of people from Colegio Sagrada Familia on painting a local place in Casavalle, Montevideo, Uruguay that is named S.A.C.U.D.E.

This activity took place during the International Volunteering Day.

CAUSES THAT I CARE ABOUT

Animal Welfare

Civil Rights and Social Action

Environment

Human Rights

Science and Technology