Call Center Executive Assistant

Karen Panameno

Vallejo, CA ***** // 707-***-**** // ***************@*****.***

Professional Summary

Working as a General and Finance Manager, Team Lead, executive assistant, and Customer service representative has given me the opportunity to learn and developed many tasks in different areas. Always focusing and following procedures as instructed.

At my current position we are associated with the legal world and provide 1st class Attorney services. We make sure our clients are well taken care of and that we have the perfect team to assist their needs.

More of my work experience includes office administration, Finance, dispatcher for a trucking company, and workers compensation patient transportation, assistance for a real estate agent, translator/interpreter, care giving, customer service, household assistant, technical support agent, executive assistant, sales representative, and the most extended experience is in the call center environment. Always open to learn and gain additional experience in new areas. Customer support is my main objective.

Skills

Customer Support experience

Call Center environment experience

Emails/ Live chat

Bilingual Spanish/English (Translator)

Office equipment knowledge

NetSuite

Salesforce

Essential Office programs knowledge, Excel, Word etc.

Medical Terminology

Typing speed: 60 WPM

Multifunctional phones

Excellent communication skills

Results- Oriented

Strong interpersonal skills

Accurate and detailed

Dedicated team player

Schedule management

Responsible & respectful

Always willing to learn

Friendly and easy going

Hire, train, and manage a team of call center representatives.

Work with call center representatives to solve problems like difficult calls from angry customers.

Collect and Analyze call center statistics and adjust processes to meet or exceed goals.

Create weekly reports.

Work History

2022-Present. One Legal (CS Finance & General Manager)

Location: Work from Home (Remote):

Work with other management team members to develop call center objectives, keeping profitability and efficiency in mind.

Lead team meetings and coach and motivate team members.

Hire, onboard and train call center personnel

Analyze call center data and prepare reports for upper management.

Evaluate staff effectiveness and performance annually or on an as-needed basis.

Hire, train, and manage a team of call center representatives.

Work with call center representatives to solve problems like difficult calls from angry customers.

Collect and Analyze call center statistics and adjust processes to meet or exceed goals.

Create weekly reports.

Timecards.

2021-2022 One Legal (Team Lead)

Location: Work from Home (Remote).

Create an inspiring team environment with an open communication culture.

Set clear team goals.

Delegate tasks and set deadlines.

Oversee day-to-day operation.

Monitor team performance and report on metrics.

Motivate team members.

Discover training needs and provide coaching.

Listen to team members’ feedback and resolve any issues or conflicts.

Recognize high performance and reward accomplishments.

Encourage creativity and risk-taking.

Suggest and organize team building activities.

2017-2021 Present One Legal (Customer support specialist)

Location: Petaluma, Ca.

Handle inbound/ outbound calls, emails and live chat. Helped customers place orders and navigate throughout the website. Answer their questions and update them in their order status.

Additional tasks given handle billing related issues. Pier coach and Lead duties occasionally and when necessary. Supervisor and recovery calls.

2015-2017 Ocusun (Zenni Optical) (Call Center)

Location: Novato, Ca.

Position: CSR

Handle inbound/ outbound calls, help customers place they orders and navigate through our website. Also in charge of the Single vision return glasses inspections. Verify customer’s prescriptions via email and calls.

2014-2015 Care giver (Private patients - In home care)

2011-2014 UassistMe (Call Center / Virtual Assistant)

Location: El Salvador C.A

Business Analyst and Executive Assistant

Virtual Executive Assistant And Dispatcher for Landstar associate Jamie Gwynn from Plano,Texas.

Handle his dispatching position, booking loads, keeping track of loads, scheduling dispatching answering phones and emails.

Virtual Executive Assistant for Laurie & Michael Tatham for Business Advisors Company in Canada.

Handle all office related matters such as scheduling meetings running errands answering phone, booking flights, agenda, organizing events, conference calls, etc.

Virtual Executive Assistant for Patricia Giazza Real Estate agent.

Handle all office related tasks such as, postings listings in different real state websites, contacting buyers, scheduling open houses, documenting listings information’s and filing them. Etc.

Virtual Executive Assistant for Scott Pierce founder & Owner of Listings to Leads. (Real state website)

Provided technical support to his customers website related issues via email, live chat and phone calls. Created new customers profiles and land pages, etc.

2008-2010 Heliocentric (Call Center)

Location: El Salvador C.A

Position: Interpreter/ Dispatcher

Handle Inbound and outbound calls as a Spanish Interpreter/ Translator for company STOPS a workers compensation affiliate. We called patients to confirm their medical appointments and the vehicle that will be picking them up to take them to the appointments. Also medical offices would call us to contact a patients that only speaks Spanish to translate.

2006-2008 Sykes Enterprises (Call Center)

Location: El Salvador

Position: Customer Service Representative for Ford Credit

Handle inbound calls for the company Ford, we were in the repossession department. Helped customers do their monthly car payments, or provided extension of late fees. Pretty much everything related to a car loan.

2004-2005 DELL (Call Center)

Location: El Salvador C.A.

Position: Sales Representative/ CSR

Handle Inbound calls offering customers our products, had a sales goal on a daily basis that I reached on an average scale. Enjoyed helping customers purchase what they exactly needed. Offering great customer service overall. Then I was transfer to the return processing department were I handle Inbound calls taking care of reimbursements and return products.

2000-2001 SPROTT SA de CV (Security Agency)

Location: El Salvador C.A.

Position: Secretary.

Handle all office related task such as answering phones, scheduling, greeting customers, enrolling new agents, enrolling new customers, assigning uniforms and identification cards, etc.

Education

High School Diploma:

Colegio Suizo Salvadoreno - San Salvador El Salvador Central America

Graduated as a Technical Secretary Bilingual. 2000.

Certifications:

Medical Terminology

Freelance Translator

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