Customer Service Manager

Curriculum Vitae

MARIA ALEXANDRA QUINTERO

Contact adb4yj@r.postjobfree.com-

Tel 057******* -005***********

Skype: halek80_1

PROFILE

More than 8 years of experience in the area of customer service, call center, contact center, collections and personalized attention. Responsible, creative, organized and loyal to organizations, Management and addressing of call center personnel (minimum 25 people), vocation for training and teaching to others, great human quality and sense of justice and ethics.

Work experience

Company name: CALLZILLA

Callcenter Sales Supervisor - December 2019 –Enero 2020 Autopista Nte. #166 – 94

Tel 313-***-****

Company name: Appen Connect

Search engine evaluator

November 2018-April 2019

https://connect.appen.com/qrp/public/home

Company name: Work-Flexible

Operator Chat Spain

June 2019 - October 2019

https://trabajo-flexible.com/

Company name: ECALLYOU

Callcenter Compensar Collections Supervisor - December 2017 –February 2018 Cra 30 Avenue No. 73-27

5169286

Company name: ABOGADOS ESPECIALIZADOS EN COBRANZA S.A AECSA Avenida Américas Nº 46 - 41 Tel 287 1144 - 742 0719 Position: Bancolombia management coordinator August 23/2017 - September 28/2017 Supervise collection management

Remote and face-to-face monitoring

Core Analysis

Task assembly and strategy design

Schedule Distribution

Hourly time tracking productivity - effectiveness

Training and daily portfolio pairs.

Company name: COVINOC S.A

AV Cll 19 # 7 48 Tel 3420011

Position: Financial Sector Collection Supervisor -February 04/2013 - February 01/2017 Function: Supervision and monitoring of operations of Collection Corpbanca Bank Coordinate and supervise the portfolio recovery process (management of slots from administrative portfolio

(0-30) to punished portfolio (greater than 180 days) Diagnoses, analysis of bases, determination of collection sources, prioritization of clients according to ranges of values and ages of default.

Allocation of portfolio by manager and by age of default. Propose strategies and design controls for the recovery of the non-performing portfolio of the different bands.

Preparation and monitoring of measurements corresponding to:

• Productivity

• Effectiveness

• Hours of management

• Portfolio Recovery

• Measurement of fees

Training and workshops:

• Listens

• Constant monitoring (recordings and live)

• Writing workshops, client management, default reasons, text analysis. Selection of personnel for the collection area. Interview and test application. Coordination of visitors nationwide. Priority focus of visits, monitoring of them, measurement of effectiveness. Control by application and GPS.

Company name: REFINANCIA S.A

Cra 7 # 32 93 PBX 5938888 - 3217088 SERTEMPO (Temporary) Position: Supervisor Location Area / August 18 2011 - August 21 2012 Immediate Chief: Camila Martínez Moncanut

Function: Factory Supervision Location and coordination of visits nationwide

• Follow-up and addressing of advisors aimed at locating clients with their own portfolio (punished)

• Feedback, call monitoring, management verification.

• Planning, addressing, organization of visitors nationwide, GPS tracking and reporting of results.

• Selection of personnel for the task of localization and motorized location, interviews and training. ACHIEVEMENTS

• Achievement of 100% consecutive compliance during the months of May, June and July

• Development of group and individual strategies in order to motivate localization work.

• 100% improvement in localized work, due to the constant monitoring and listening of calls.

• Achieve the automatic promotion of all new advisors who entered my position due to compliance with results.

• Design call attention and follow-up and feedback formats. Company name: ABOGADOS ESPECIALIZADOS EN COBRANZA S.A Avenida Américas Nº 46 - 41 Tel 287 1144 - 742 0719 Position: Supervisor Call center microcredit portfolio collection for BCSC / collection advisor (6 months) Immediate boss: Johanna Saddy / February 6, 2009 to April 12, 2011. Function: Ensure quality and contactability aimed at recovery. Work performed:

• Remote and face-to-face management of managers

• Monitoring of the management and collection portfolio of each

• Feedback according to productivity and effectiveness indicators.

• Ensure compliance with productivity and effectiveness indicators

• Issuance of weekly and final reports on the performance of each manager

• Measurement according to the recovery percentage. Training

AGRUPACION EXALUMNOS SENA Tècnologa in Office automation and systems - November 2007 Professionals

UNIVERSIDAD DE LA SALLE Degree in Modern Languages (postponed 8th semester) Others

ISO 27001 INTERNAL AUDITOR

40 hours - March 2016

AVAYA PROACTIVE CONTACT (APC) Basic Training

40 hours - March 2015

References

Yeny Alexandra Slavic

Collections Coordinator

SALES AND SERVICES

Cel. 316-***-****

Yeny Milena Mora

Recovery Unit Director

Aecsa-Bancolombia

Cel. 300-***-****

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