Customer Service Manager

Maria del Pilar Quintana **********@*****.***

**** ********* ******, *****, ** 33133 305-***-****

Professional Experience

Support Center Manager, April 2015- August 2015

Cinema Equipment and Supplies, Miami, Florida

• Develop, measure and manage customer support metrics such as quality of service, close rates, response times, and Satisfaction rates.

• Ensure the execution of policies and procedures within the support center to meet with SLAs and customer expectations while assuring quality in the delivery of the service by making sure we have the right amount of agents.

• Accomplishes customer service human resource objectives by recruiting, selecting, orienting, training, assigning, scheduling, coaching, counseling, and disciplining employees; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions.

• Work directly with onshore and offshore technical teams to quickly detect, diagnose, and resolve issues within client network infrastructure; own the escalation process 24x7.

• Investigate, analyze and troubleshoot customer environment emergencies. Establish a plan of resolution; execute the plan while mitigating risk or disruption to the customer environment and determine root cause.

• Effectively service client management escalations in line with accepted best practices and processes, collaborating with other departments on necessary next steps

• Identify, manage and execute Technical Support strategic projects and procedures

Business Analyst, April 2014– April 2015

Best Doctors, Miami, Florida

Best Doctors is an insurance company serving 30 million members internationally. It provides expert medical reviews, physician search assistance, treatment decision support, and advisory services

Reviewed, analyzed, and documented business procedures, systems and user needs, including workflow, program functions, and steps required to improve and measure service processes.

Analyzed the business unit's activities and trends and compared it against the service standards and best practices.

Reported monthly performance results of established KPI’s and trends and took necessary actions on a timely basis.

Designed, launched surveys to measure service satisfaction levels of clients, and analyzed results to identify key performance indicators and process improvements that lead to increased agents and member service satisfaction.

Created and implemented action plans to reach service improvement goals.

Provide, product, processes and KPI’s training to staff members.

Supported the UAT Testing phase of companywide system integration, including review of product backlogs, identification, documentation and report of bugs and enhancements.

NAA Business Support Manager, November 2010 – October 2013

TNT Express North America, Miami, Florida

TNT is the 4th biggest Delivery Company in the world, with an $8.800 million annual revenue, 70,000 employees and presence in over 200 Countries world wide

Managed the migration and creation of all the reporting procedures for the forty-two countries of associates’ region by gathering companies and business requirements and modifying – adapting necessary processes.

Managed the project to improve operational procedures and increase service delivery performance; defined region KPI’s; trained staff and region on the definition of over 500 metrics, and re-engineered necessary processes to reach the targeted KPI’s.

Negotiated rates and service level agreements with the senior management of associate companies in the region

Supported definition and development phase of an intra- regional CRM and other business solutions to increase associate’s market share.

Audited and analyzed profit and loss statements to generate strategies which increased revenue by 10%

Defined and standardized accrual procedures in the region to reduce risk inconsistencies in purchase orders

Implemented proactive procedures and weekly recurring meetings based on VOC (internal and external) to reduce customer complaints and escalations.

Coached and trained the customer service teams to improve quality of customer experience and satisfaction

Managed KPI’s for both the customer service and operations side of the business

Service Quality Analyst, April 2006 – October 2010

TNT Express North America, New York

Monitored all import and export material to identify major recurring issues, modify procedures and maintain and improve service quality performance.

Analyzed key performance indicators, documented and communicated changes when needed

Reported results from analysis, and coached the stations below target.

Identified inconsistencies in routing and sector/ flight schedules.

Identify trends in failures to create improvement plans

Trained and coached stations on new policies and procedures

Operations Analyst, April 2005 – April 2006

TNT LAA – Multienlace Contact Center, Bogota, Colombia

Monitored and analyzed the region’s performance to identify problems, and recommending corrective actions

Modified and implemented new standardized procedures for all fifty countries in the region

Analyzed key performance indicators, reported results, and made recommendations

Coached and trained the team to improve operational performance

Supported the organization’s recruitment process

Customer Service Supervisor, October 2004 – March 2005

TNT LAA – Multienlace Contact Center, Bogota, Colombia

Lead team of 25 customer service agents. Held responsibility for setting and reporting KPI metrics

Used proactive methodology based on CRM and VOC analysis to improve customer service performance indicators

Coached and trained the team to improve customer satisfaction and reduce complaints

Trained coordinator to assure service standards and the application of correct call center procedures.

Took responsibility of all escalated cases on call or written complaints

Internships

Liberty Mutual- Liberty Seguros, Bogota,Colombia

Human Resources Intern, Jan 2001- July 2002

-Supported all recruitment processes, psychological tests application and analysis, first interview

Work place Risk Assessment (OSHA) Intern, Jul 2001- Dec 2001

-Application of positive reinforcement technique to work safety assessment tools.

-Created a work place Stress Management workshop for clients.

Education

Masters Certificate in Advanced Project Management, March 2014

Project Management Academy, Miami, FL

Six Sigma Green Belt

Degree in Psychology, December 2002

Universidad de Los Andes, Bogota, Colombia

Certificate in Business Administration, June 2002

Universidad de Los Andes, Bogota, Colombia

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