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Customer Service Representative

San Sebastian, Gipuzkoa, Spain
May 16, 2019

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Isabel *da, *****, Donosti, San Sebastian, SP ® ® C: 667347356



Qualified customer representative with 2.5 years’ experience in fast-paced customer service and call center environments. Personable and professional under pressure. Call Center Representative versed in customer support in high call volume environments. Superior computer skills and telephone etiquette.

Data update and ingest High Quality Supervision with a 99.00% Goal orientation and 99.68% Team Results for for 1 year.

Patient and empathetic with extensive background in conflict resolution and customer care, performance management for 2.5 years.

2 Years experienced Team leader dealing with performance management and team members skills enhancement.


● Trusted key holder

● Quick learner

● Creative problem solver

● Strong Client relation

● Exceptional communication skills

●Goals Oriented


Customer Service Representative, 08/2012 to 02/2015

SITEL, Managua, Nicaragua

Answered an average 130 call per day by addressing customer inquiries, solving problems and providing new product information.

Answered product questions with up-to-date knowledge of sale and store promotions.

Investigated and resolved customer inquiries and complaints in a timely and empathetic manner.

Ensure superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems on the spot.

Coach track trainee(CTT), 10/2013 to 03/2014

SITEL (Virgin Mobile), Edificio Invercasa Managua, Nicaragua

Keep a Track on a group of employee’s performance. Set up goals on a daily, weekly and monthly range.

Lead daily meetings communicate and make sure there is a clear understanding of the goals and actions to be taken to reach success.

Be held accountable for my team performance and behavior.

Carry out policies passed down a hierarchy from the level above.

Plan short-range action-steps to carry out goals set by the level above.

Organize the work group.

Discipline subordinates.

Mentor, 11/2014 to 02/2015

SITEL(Money Gram), Former US Embassy Managua, Nicaragua

Train subordinates.

Enforce rules.

Lead and motivate subordinates.

Assign jobs to subordinates.

Spanish Scheduling Editor, 03/2015 to 10/2015

SPI Global, INVERCASA building, Nicaragua

High Quality Data update and ingest.

Data base Objects maintenance.

Directly responsible for 48 sources Workload which implies high prioritizing Skills.

Quality Assurance Annalist, 10/2015 – 10/2016.

SPI Global, INVERCASA building, Nicaragua.

Train subordinates.

Evaluate Data integrity ingested/updated by LTAM Team Spanish Schedulers.

Generate Quality results reports.

Analyze Reports and determined feedback and actions to follow depending on the root cause found.

Follow up on agent’s improvement and evaluate Feedback effectiveness.

Congratulate and prize Agents improvements.

Keep a smooth Client communication and provide with creative and efficient solutions to SPI customer needs.

Team Leader, 10/2016 – 8/2017

SPI CRM, INVERCASA building, Nicaragua.

Carry and reinforce internal conduct code rules.

Drive Performance: AHT, CSAT, NPS, Attendance, etc.

Drive Team and floor Motivation through inclusive advocate activities.

Team Leader, 8/2017 - 10/1018

CONCENTRIX Nic, KAKAU building, Nicaragua.

Carry and reinforce internal conduct code rules. Set up and cascade the right expectations to team members, apply Corrective Sessions and follow up on advocate’s improvement.

Drive Performance: AHT, CSAT, QA, FCR, HR, Phone Utilization, Attendance, etc. Through:

-Weekly evaluation and feedback.

-Monthly Action plan creation targeting trended opportunities.

-Weekly follow up on action plan (modify if required).

Drive Team and floor Motivation through inclusive advocate activities.

Add value to Client’s product by collecting rising issues and concerns that needs to be improved from Client’s product stand point, information shared on a weekly basis through team meeting with client POC.


High School Diploma: 2008

Pureza de Maria-Villa Venezuela

Associate of Science: System Engineering,

Universidad Centro Americana, Managua. Nicaragua

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