Laura Carolina Gatica Cruz

Movil: 558-***-****

Email: aduwjx@r.postjobfree.com

SUMMARY OF CAPACITIES

Negotiation skills

Development of work teams

Focused on results according to business and / or customer needs

Broad knowledge of Contact Center Management

Sales experience

Responsibility and commitment

SKILL SUMMARY

Knowledge of Operational Metrics

Knowledge in management and development of personnel

Knowledge in internal audits

Planning and implementing services

Knowledge in telephony applications (avaya, cisco, approach, vcidial)

Development of Quality Guides, process sheets

Office Package Handling

Management of programs for analysis and control of calls

Control of sales campaigns and Cross sale, (insurance, tdc, credits, telecommunications)

COURSES AND CERTIFICATION

Sales techniques (Scotiabank)

Honda prospecting program (Honda)

Certification as Instructor and Trainer (VCIP)

TOEIC certification

Lean six sigma (Ryder)

English Certification (UNAM)

PROFESSIONAL EXPERIENCE

Ryder, Auditor

June 2018- Actual.

•Audit and review of invoices from different transport clients from USA.

Analysis and monitoring of contracts

Contract validation

Payments and refunds

El Financiero, Newspaper

Subscriptions and Call Center Coordinator 2017 to June 2018

• Customer service and sales

• Implementation of development for operational management optimization

• Control and update of Database

• Service level control

• Compliance with established parameters

• Control and validation of each sale

Sykes

Account supervisor

Spanish and Bilingual Campaigns

February 2014 - January 2017. (Ace seguros, Bancomer, Banorte, Cardif, AT & T Bilingüe)

Dimensioning and estimation of calls per month

Implementation of special campaigns according to customer needs

Implementation of development for optimization of operational management

Problem solving and decision making

Implementation of cross-selling; product handling, offer, objections and closing of sale

Management of head count according to sizing

Review and analysis of operational metrics

Steering Committee for Presentation of Results

Follow-up to action plans derived from any operational indicator

Quality and product training and feedback on a daily basis

Weekly group and individual committee to the advisors for knowledge of the Service Indicators

Control and update of Database

Service Level Control

Compliance with established parameters

Control and validation of each sale (inbound / outbound)

VCIP

TEAM MANAGER SALES AND CUSTOMER SERVICES

August-February 2014

• Problem solving and decision making

• Head count management according to dimensions

• Review and analysis of operational metrics

• Steering Committee for Presentation of Results

Follow-up to action plans derived from any operational indicator

Control and revision of operational metrics in customer service and sales

TELEVISA CABLEVISION

TEAM MANAGER CUSTOMER SERVICES

June-August 2013

Abandonment Control, HT, service level

Operational name

Continuous Feedback

Ratio 30

Control of unionized personnel

I work in a flat at 80%

Dimensioning and estimation of calls per month

Implementation of development for optimization of operational management

Problem solving and decision making

Steering Committee for Presentation of Results

Follow-up to action plans derived from any operational indicator

PHONEX

SALES TEAM MANAGER

Nov. 2012-April 2013

Problem solving and decision making

Implementation of cross-selling; product handling, offer, objections and closing of sale

Management of head count according to sizing

Review and analysis of operational metrics

Steering Committee for Presentation of Results

Follow-up to action plans derived from any operational indicator

Quality and product training and feedback

Weekly group and individual committee to the advisors for knowledge of the Service Indicators

Control and update of Database

Service Level Control

Compliance with established parameters

Control and validation of each sale (inbound / outbound)

Honda Lomas Verdes

Account Manager (June 12-September 12)

Reference: Lic. Guadalupe Zepeda Telephone: 53667600

Implementation of telemarketing, prospecting, tracking and portfolio recovery

Dimensioning and estimation of calls per month

Implementation of special campaigns according to customer needs

Contac center Scotiabank:

SALES TEAM MANAGER

Sale of Financial Products Insurance (ACE, ZURICH) Assists (Mapfre, Iké)

Reference: RH Tel.:50175017

(February 11 - March 12)

Experience in sales of financial products, insurance in outbound / inbound calls

Equipment management

Ratio 16/1

Administration of head count according to sizing

Review and analysis of operational metrics

Steering Committee for Presentation of Results

Follow-up to action plans derived from any operational indicator

Dimensioning and estimation of calls per month

Implementation of special campaigns according to customer needs

Implementation of development for optimization of operational management

Problem solving and decision making

Quality and product training and feedback on a daily basis

Weekly group and individual committee to the advisors for knowledge of the Service Indicators

Control and update of Database

Service Level Control

Compliance with established parameters

Control and validation of each sale (inbound / outbound)

Control of the Retention Area and cross-selling

Implementation of cross-selling; product handling, offer, objections and closing of sale

Retention unit management and control

Management of service campaigns

Control of service levels

Problem solving

Decision making

Credit Retention Strategies

Product Quality Tracking

Group and online feedback with retention strategy consultants

Dimensioning and estimation of calls per month

Implementation of cross-selling in the customer service area (Inbound)

Implementation of cross-selling; product handling, offer, objections and closing of sale

Product training on a weekly basis

Product Quality Tracking

Service level control

Compliance with parameters set by the customer

Follow-up to action plans derived from any operational indicator

Development of work teams

Development of strategies for placement of product sales

EDUCATION

2002-2005 Salesiano, Preparatoria (Humanidades y Artes)

1999-2002 Salesiano, Secundaria

2012 Lic. En Mercadotecnia truca

2018-2020 English Certification UNAM FESC IZTACALA

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