RESUME

TELÉPHONE 786-***-**** EMAIL abhf6s@r.postjobfree.com

S h a r o n Vi c t o r i a

Keene

I am interested in a position where I may demonstrate my expertise in customer

service. I know that I will be an asset to your company because I have a great

work ethic and peer relationships. Also having management experience, I am

work well independently and as part of a team.

Here is a brief synopsis of my experience. More than 10 years’ successful

experience in customer service development and support with recognized

strengths in coaching, training and problem solving, and

planning/implementing proactive training methods. I poses solid computer skills

such as; excellent working knowledge using Internet explorer, Adobe, Microsoft

Excel, Outlook, Microsoft Word, Microsoft power point, CMS, Avaya and PBX

phone systems, and CITRIX. I am fluent in English and Spanish (Reading,

writing, speaking), additionally I posses expertise in using both languages

within a professional setting.

Thank you for taking your time to read my resume. I hope you will consider me

for the position.

EXPERIENCE

April 2007 present Interactive Response Technologies Miami

Training facilitator/ Supervisor

I was a supervisor for a year then I applied to become a Training

facilitator. I was interested in this position because I wanted to get a

better understanding of the agents from the time they begin in IRT

and why they meet some of the challenges they would experience

when they were on the phones. As a facilitator I train new hires for

their career in IRT specifically the T Mobile project. I use an

innovative interactive training style with the belief that boredom is

the death of learning, so if they are enjoying the class they will

learn better, and we will have a better graduation rate. T mobile is

very focused on becoming America’s most highly regarded service

company for their customers and we have assisted T mobile in

earning the JD power and associates award in four consecutive

quarters. I also created a pilot training program which would help

the company earn more revenue by training longer hours for less

days, so the agents can be on the phones sooner. I also do up

trainings and mentor current agents on how to provide exceptional

world class customer service.

I started in IRT as an agent on 4/2/07, by 07/30/07 I was a supervisor.

As a supervisor I was responsible for a team of up to 25 agents.

Among my many responsibilities I coached and developed agents

by working in collaboration with each one to locate their strengths

and weaknesses, and how to make them a complete well rounded

customer service reps, the result was 7 of my agents being

promoted. My team had good quality and attendance was always

closely monitored. Other responsibilities were scoring their calls,

target training, scheduling, team meetings, side by’s, and payroll

for my team. For my shift, I did the Daily CRT report, the daily

supervisor schedule, I trained new supervisors, and created

supervisor guidelines in order to make their jobs a little easier. To

say a few.

Oct 2006 to Feb 2007 MMF (My Medical Files) Panama

Tracking and Reporting Agent

This is a company that worked with hospitals here in the US, many of

which were here in south Florida. We helped hospitals automate

their medical records which helped lessen waiting time for the

patients and assured safe record keeping. My department was in

charge of assuring that the doctors’ offices were sending all the

necessary paperwork for patients who are having surgery in the

upcoming days. Also we assure that they are complying with the

respective regulations.

June 2005 Oct 2006 Global Commerce Systems

E DUCATION

1995 1998 Balboa High School Canal Zone, Panama

High School Diploma

COURSES/CERTI

FICATIONS

Trainer certification, How to Handle Angry Customers, How to

Provide Feedback, How to Handle Difficult Team Members,

and Anti Money Laundering.

LANGUAGES

Fully Bilingual, English and Spanish (read, write, speak)

REFERENCES

Juan Rodriguez Project Manager IRT 561-***-****

Leon Marshall Operations Manager IRT 954-***-****

Contact this candidate