Call Center Customer Service
Resume:
LARA BRITO
**** ** **** ***, **** Coral, FL ***** · 239-***-****
*********@*****.***
Accomplished Quality Assurance Performance Facilitator/Supervisor with 15 years of enhancing and leading large groups of outsourced work at home customer service agents through virtual tools and technology resulting in top performing individuals for numerous fortune 500 companies. Successful in producing quality management systems to ensure required standards are prioritized in any call center environment. Tenured as an instructor/trainer, with 13 years of providing services for adult vocational training in customer service experience. Resourceful, versatile, meticulous, and dedicated to outstanding performance.
EXPERIENCE
9/2020 TO PRESENT
BOOKKEEPER TROPIC ISLES ELEMENTARY – NORTH FORT MYERS, FL
• Apply District policies and procedures in all financial transactions.
• Maintain a complete and systematic set of records of all financial transactions of the school/department.
• Record details of financial transactions in appropriate journals and subsidiary ledgers from such sources as requisitions, payroll records, etc.
• Summarize and balance entries recorded in individual journals, computer systems, and ledgers. .
• Prepare financial statements, income statements, and cost reports to reflect the financial condition of the school and its departments and organizations.
• Trace errors and record adjustments.
• Compute and record cash receipt summaries.
• Handle banking transactions and perform monthly bank reconciliations.
• Work with other departments, including Budget, Procurement Services, Financial Accounting, and Internal Audit.
• Create and monitor/inventory orders of supplies, equipment, etc., for school/department operation.
01/2020 TO 09/2020
CLERK TYPIST TROPIC ISLES ELEMENTARY – NORTH FORT MYERS, FL
• Front office management
• Answering 5 phone lines
• Filing and record keeping
• Creating and managing data
• Student transportation and coordination
• Parent communications specialist
08/2004 TO 01/2020
QA PF / INSTRUCTOR ARISE VIRTUAL SOLUTIONS INC. – MIAMI, FL
• Call Center Quality Performance Facilitator/Analyst - Listened to calls, either recorded or live and providing enhancement/feedback.
• Encouraged good practices and discouraged egregious actions.
• Identified calls failing to meet predefined standards and identified the problem.
• Implemented agent training and coaching initiatives. Created quality scorecard and wrote accompanying quality manual.
• Client Application Instructor - Designed virtual training simulations to provide hands-on practice with in-house computer systems. Measuring the results of training programs.
• Conducted multiple 3-month virtual training courses resulting in high certification rates. Rebuilt new hire training programs.
• Led up-skills and successfully learners in sales fundamentals.
• Developed fun, interactive training activities to improve new material learning and retention.
• Managed learners' activities utilizing technology and learning systems to administer courses and tracking progress.
04/1999 – 09/2004
ACCOUNTING MANAGER BENCH ADS – MIAMI, FL
• Responsible for developing and maintaining accounting principles, practices, AND procedures to ensure accurate and timely financial statements.
• Assist the Controller in the daily banking requirements.
• Supervised the accounts receivables, payables, and collections team to ensure work was completed accurately and in a timely manner.
• Ensured an accurate and timely monthly, quarterly and year end close.
• Preparations of ledgers, financial reporting, invoicing. EDUCATION
JUNE 1995
HIGH SCHOOL DIPLOMA SAINT BRENDAN HIGH SCHOOL - MIAMI, FL SKILLS
• Proficient in Microsoft Word, Microsoft Excel, Microsoft PowerPoint, PeopleSoft
• Exceptional listening and analytical skill
• Strength in written and verbal
• Master in time management communication
• Ability to adapt to new situations
• Fluency in both Spanish and English
• Able to rapidly gain program, services, and product knowledge
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