Customer Service Sales, Call Center, Bilingual English and Spanish

DANICA PENJIBRAG

** ******** *** ****, *******, ON M2N 7K1

Cell: 416-***-**** Email: ***************@*******.***

BILINGUAL CALL-CENTER CSR (ENGLISH/SPANISH)

HIGHLIGHTS OF QUALIFICATIONS

Possess 7+ years of profound experience of Data Managment, Customer Service and Call Centre

Experienced bilingual customer service professional with well-honed customer service capabilities

Demonstrated expertise in Master Data compliance while maintaining the data accuracy and integrity

Proficiency in analyzing data, updating the Master data report, reviewing of data accuracy, identifying problematic areas and developing strategies to provide significant breakthrough improvements to the business

Exceptional Spanish and English language skills with great proficiency in translating between the two languages

Possess good problem-solving and analytical skills

Practical experience in working with Microsoft Office (Excel, Outlook, PowerPoint and Word), Microsoft SharePoint

Good time-management with an ability to prioritise and multi task

Results-oriented and self-motivated with ability to work with minimal supervision

WORK EXPERIENCE

Independent Consultant Jan. 2012 - Jan. 2016

ENFOQUE Asesorias y Seguros Ltda. Barranquilla-Atlantico

Milivoy Penjibrag T.S.A.

Conducted outgoing research regarding different insurance options available for the agricultural domestic market and liaised between company and farmers in regards to insurance protection for crops and provided in depth knowledge of insurance services

Created and developed marketing and cold call campaigns to increase business revenues by 50% in four months

Monitored individual performance results and engaged in timely coaching sessions as and when necessary

Prepared and submited weekly reports

Developed and implemented successful sales strategies that led the sales team to exceed sales goals on a monthly basis and navigate through company changes while maintaining the productivity of the team

Interfaced with senior management to better understand critical objectives and made recommendations when appropriate

Professionally handled all customer inquiries and/or concerns over the phone daily, providing verbal and email quotes and consistently maintaining one of the highest overall contact rates within the team

Document Control Analyst Jan. 2005 - Dec. 2011

AMD Inc (Advanced Micro Devices) Markham, Ontario

Implemented and analyzed enterprise-wide information system designed to coordinate all the resources, information, and activities needed to complete business processes at AMD such as order fulfillment (Using SAP R/3 and E-Matrix)

Created ECRs/ECOs and attached Part Numbers/Bill of Materials to change Status, description, attributes and created Part Numbers/Bill of Materials (into Master Data)

DANICA PENJIBRAG 416-***-**** ***************@*******.***

WORK EXPERIENCE (Continued)

Analyzed and performed Master Data Maintenance including Material Master, Vendor and Bill of Material (BOM) using SAP (MM) and E-Matrix

Ensured that Test and Implementation Strategies are completed

Implemented training materials for end users highlighting upgrade enhancements and new functionality

Reviewed and tested SAP with IT E-Matrix team to optimize overall performance of the system and worked in accordance with the IT department during project coordination

Reviewed, implemented and analyzed source list, plan and agreements for the materials into the master data in SAP MM

Business Analyst & Escrow Coordinator Jan. 2004 –Jan.2005 Stewart Title Guaranty Company, Toronto, Ontario

Evaluated and Implemented daily mortgage policies, procedures and data entry

Analyzed banking forms, legal documents and financial statements

Supported in organizing and filing real estate contracts and other paperwork related to property sales

EDUCATION

Bachelor Degree in Financial Business Administration 1995- 1999

Politécnico De la Costa Atlántica, Barranquilla-Colombia

CERTIFICATION

Leading Projects in Organizations, University of Toronto, Toronto

SAP, Material Management, IIBS, Toronto

Develop Exceptional Management and Leadership (OMDP), Seneca College, Markham

Customer Service Excellence, Seneca College, Markham

Foundations of Project Management, University of Toronto, Toronto

Project Management (PMP), Skills for Change, Toronto

Practical Management Strategies, George Brown, Toronto

References Available Upon Request

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