ANA RAQUEL SOSA DE VÁSQUEZ

Avenida Rotterdam, reparto Miralvalle, San Salvador, El Salvador. Contact Phone Number: (503-****-****

adaei3@r.postjobfree.com

PROFESIONAL SUMMARY

Motivated customer service specialist with over 5 years of experience in a team-based environment. Patient and empathic with extensive background in conflict resolution and customer care. Customer service professional seeking a management role. Skilled in training staff and establishing rapport with clients. Self-motivated with exceptional communication and computer capabilities.

SKILLS

Quick learner

Adherence to high customer service standards

Customer-focused

Proficiency in Excel, Word, or PowerPoint application

PolyPM and EDI

Exceptional communication skills

Strong client relations

Problem Solving Skills

teamwork ability

leadership skills

WORK HISTORY

Quality Analyst, 09/2007 – 12/2010

Teleperformance - El Salvador

Collaborated with team managers, new hires, to ensure the delivery of efficient, high-quality service.

Analyzed calls to monitor Customer Service Representative Performance and productivity, ensuring assessment processes and standards

Customer Service team Lead, 12/2010 – 05/2012

Teleperformance - El Salvador

Oversaw customer services reps on the team to ensure customer satisfaction goals were consistently met.

Developed process controls and metrics for daily management of the Team

Active Listening Skills

Troubleshooting Skills

Created Action plans to improve skills for Customer service representative

Customer Service for Key accounts, 05/2012 to Current

Avery Dennison RIS - El Salvador

Proactively manage customer transactions from order receipt to delivery.

Communicate status to customers.

Responsible for implementing account strategies Enter orders in a timely manner.

Communicate with sales, customer logistic managers, distribution centers and customer financial services.

Develop and maintain strong relationships with internal/external customers.

Interpret and communicate customer expectations and routing guidelines.

Compliance to rules and regulations.

Work successfully and safely in a team environment.

Principal liaison with marketing and sales for products and customers, and for multiple product lines & sites.

Coordinate with division planners and production schedulers on delivery times for orders received.

Implementation of marketing programs for assigned accounts.

Support all aspects of customer service including color match requests, pricing coordination, order entry, technical and product recommendations, and coordination of shipments.

Initiate and implement initiatives which improve customer service and response times.

Customer service for Korean Business.

Account Manager, 04/2018 – Actually

Decotex Intl, A Tegra Company - El Salvador

• Responsible for evaluating, analyzing and synthesizing customer information, to be shared with the rest of the areas to align each process to meet the required dates and ensure customer satisfaction.

• Receive purchase orders, check that they meet quoted price, MOQ, etc.

• Projection Analysis to ensure that demand is allocated according to capacity

• Inventory review and control

• Communication with Logistics to schedule orders dispatches aligned to the customer delivery plan and according to the production / packing capacity.

• Communication with the rest of the areas for production monitoring, quality problems and any escalation

• Communicate with sales team, logistics team and customer financial area.

• Constant communication with account analyst, to clarify expectations and develop customer confidence.

• Management of reports for the customer: Open Order, Blanks Inventory, delivery plan, Master Planner.

• Reading and understanding BOMs from Customer

EDUCATION

Telecommunication Engineer: 2009

Universidad Don Bosco - El Salvador

High School Diploma: 2002

Colegio Bautista - El Salvador

CERTICIFICATIONS

Coach and Development Techniques for Quality Analyst and Managers

Leadership certification for Leaders and Manager

Principles of finance for non-financial

JOB REFERENCE

Luis Mejía

Customer Service Manager

Star Motors

7736-9896

Jeanine de Salman

Order Management Manager

Decotex International, a TEGRA Company

7786-4750

Ivette Castaneda

In Plant Printing Manager - Central America

Avery Dennison

7862-1323

PERSONAL REFERENCE

Available upon request

Contact this candidate