Customer Service Representative

Viridiana Kozma

*** ***** ** ******* **. ***** 314-***-**** ********@**.***

SUMMARY

Bilingual (100% Spanish-90% English) Team Lead with a six year background in the Customer service - Call Center Industry.

Responsible for providing individual and personalized coaching based on both, real time monitoring and real time customer survey responses to groups from 30 to 60 members who managed inbound technical and customer service calls. *Responsible for managing the team to reach the Core metric targets, KPI’S (AHT, QA, Customer Service etc.) based on our client's goals and expectations.

EDUCATION

High School- Francisco Possenti Institute 2002-2005 (Certificate)

PROFESSIONAL EXPERIENCE

January 2014 – December 2014

Bilingual Sales and Customer Service Representative, Charter Communications- Chesterfield, Missouri.

-In charge of providing high level customer services in a courteous manner.

-Receiving inbound calls from spanish and english speaking customers interested in the Charter services.

-Sell product and services to prospective customers and develop new revenue from existing customers by selling additional products through use of skilled sales techniques.

-Promote and communicate to customers current marketing and promotions while making sure to maintain and balance our core metrics.

Reason of separation: Personal and professional growth.

September 2009 – October 2011.

Service Delivery Team Lead I, Dish Network - Teletech Holdings, Mexico City-Mexico.

-Responsible of teams from 30-60 bilingual agents who received inbound technical and customer service calls, coaching them every day based on the results received from a real time monitors. -Responsible of reaching the core metrics, KPI’S (AHT, QA, Customer Service etc.) based on our client expectations. -Empowering my team on daily basis by performing different group activities to always provide positive results in our project that will positively contribute to reach our targets. -Ensuring the payroll (Kronos database) was up to date for every member of the team, to avoid any possible discrepancies by the end of every payroll period, verifying every agent received the correct compensation based on individual performance. -Leading weekly meetings directly with our client (Dish Network USA) via CISCO conference systems to provide weekly metrics results and to discuss and agree action plans to be performed. -Developing my team by not only coaching them but also delegating them with tasks that will help them to develop their skills in order to reach higher positions. At the same time I was in charge of developing Tier2 agents in order for them to become Team Leads. -In charge of our new agents when they reached the operations floor to ensure they would be capable of reaching the goals set by the client by not only helping them day by day with their calls but providing reachable metrics, providing our client excel based reports with our daily results, analysis and improvements. -Working closely and in partnership with my co-workers and the Quality Assurance department to develop workshops and updates to keep the team up to date with the latest news and changes of the product. -Weekly meetings with my General Manager to receive personal feedback, review our previous areas of opportunities, their improvement and set up new challenges to be reached.

Reason of Separation: Personal and professional develop.

November 2008 - August 2009.

Customer Service Representative, Charter Communications - Teletech Holdings, Mexico City-Mexico.

-Receiving inbound calls from the Charter Communications cable company inside the United States in the department of billing/retention/sales, ensuring to resolve customer’s issues in a timely and correct manner. -Providing an excellent customer service in each and every call by listening to the customer needs and ensuring I provide a resolution in every interaction. -In charge of meeting all of our core metrics provided by our client in every call (AHT, Customer Service, QA, % of retained customers). -Capable of handling different software provided by the Charter client to ensure our callers had all the information they need it in real time by also multitasking while having them on the phone,

Reason of separation: Promotion

January 2008 - October 2008.

Technical Support Representative II AT&T/ Accenture – Teletech Holdings, Mexico City-Mexico.

-Providing necessary real time help through the entire operation floor with their Technical support calls received from the AT&T client in United States. (Internet connection). -Ensuring with my Team Lead that the members of our team reach the targets expected by our client by being the agent considered as “floor support” which represented responsibilities at a manager level. -Daily meetings with other floor support /Tier II representatives to review our daily numbers as a projects and main drivers affecting our metrics, to then perform an action plan to prevent it from happening next day. -Assigned to a special team of bottom performers were our goal was to make them middle-top performers in three months by performing real time and recorded evaluations of their call, coaching sessions and improvement plans with realistic but necessary goals.

Reason of Separation: Account removed from outsource and placed on another site.

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April 2005- December 2007.

Technical Support Representative I AT&T/ Accenture – Teletech Holdings, Mexico City-Mexico.

-Handling inbound Technical Support calls from AT&T customers in the United States. -Responsible of reaching and exceeding the metrics expected by our client. -Providing an excellent customer service in every call, by listening and attending to every callers concern by providing a solution. -Technical Support provided in the Internet connection area, by handling all Windows OS systems. -Capable of troubleshooting Windows OS in case the caller needed assistance to connect to our service. -Multitasking activities in every single call, by working with our client software in my PC to provide all the information needed by our caller and at the same time able to handle the call in a smooth and courteous manner.

February 2004 –July 2004.

Human Resources Analyst. – Federal District Government, Magdalena Contreras County. Mexico city-Mexico.

-In charge of capturing all the information of the recruited personal by the Magdalena Contreras County, -Reviewing the workers files and keeping them up to date with all the information needed for their contracts. -Assuring all the paperwork for their contract was in order for them to have no issues while getting hired and updating all the contracts for the eventual workers when tit expired after 6 months of being active.

Reason of Separation: Personal and professional develop, different administration.

July 2003 – December 2003.

Financial-Payment Analyst. – Federal District Government, Magdalena Contreras County, Mexico city-Mexico.

-Responsible of the payment in cash procedure in the county every 2 weeks. -Ensuring the workers received the assigned and correct check/pension. -Generating reports with all the financial information every 2 weeks, the money paid and the one never cashed to our financial bank/money institution. -Handling high amount of money in cash for the workers to receive their payment in time and in an efficient manner.

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