Administrative Assistant/Quality Specialist

Mariela Raudales

**** ******* ************@*****.***

Houston, TX. 77081 Cell # 832-***-****

OBJECTIVE

Seeking a challenging position in an administrative or related work

FUNCTIONAL SUMMARY

· Bilingual in Spanish and English Results oriented, self-motivated individual with experience in handling high call volumes and data entry

· Recognized for the ability to handle a high level request and inquiries with an extremely low margin of error

· Posses’ strong communication and inter-personal skills

· Facilitate productive interaction with customers, clients and colleagues

· Work well under pressure and is confident at making independent decisions

· A quick learner that adapts easily to changing situations

EMPLOYMENT

Currently an IRT of Texas employee

Administrative Assistant/Quality Specialist IRT White Fence

· Create a Sales Report, Summary Reports, ADT Agents Reports and more.. on excel daily for Clients/Reviews

· Order supplies for different campaigns

· Massive filing experience on tracking sheets and other documents general office work

· Helped the program manager with different duties such as making banners, excel projects and print copies

· Send calls to various clients

· Monitor agents calls received from over 500 different providers

· Observe Agents Calls From Envision and give them quality feedback

· Look for calls for the listening sessions and I also attend listening sessions with the different clients when is needed

· Create Clean Desk Audit and Clean Desk Monthly Policy

· Assist various duties such as contest for the floor, flyers and I make sure that the agents implement the feed back that is given from quality as well as the clients

· Make a quality board every month, contest, and I uniform the agents desk

Quality Assurance Specialist IRT Bank of America 2007

· Observe Agents calls and give them feed back about Quality

· Track all observations on the observation tracker and Risk Assessment Tracker

· I make sure that all Quality trackers are sent every 5th, 25th and 3rd of each month.

· Clean Desk Audit and Clean Desk Monthly Policy

· Recognize 2 Agents every week just to make sure that they know they are doing good on they calls

· Massive filing experience on tracking sheets and other documents

Supervisor/Coach IRT for Bank of America 2006-2007

· Supervise account specialists making sure that I

listen to their calls and that they implement the feedback

that I give them to meet the goal at becoming better seller’s

· Strive to make sure that SPH% is over 90% to plan at the end of my

Shift and I make sure that the agents hours were 100% correct for every pay period

· Verified agents calls in bilingual Department

· Trained for Out bound sales specialist in bilingual department for

Bank of America

· Have been Trained for Customer Service Roadside Assistance at IRT

Sales Representative, IRT For Bank of America Sept 2006-2007

· Maintain Sales Expectations above 100% SPH

· Maintain a Productive Time above 90%

· Consistently Qualify for bonuses for meeting individual and

Company’s goals and was always the teams Top Seller

Team Leader/Cashier Chick-fil-a 2001 to 2005

· Trained for customer service/ assisting customers

· Assist manager with various duties, which include opening and closing the store, help to count cashier register, and inventory

· 5 years of customer service, cashier and team leader experience

EDUCATION

A current student at Champions School of Real Estate.

Graduated, May 2002, Bellaire High School Houston, TX

SKILLS

· Type 40 wpm, Bilingual in English and Spanish. Microsoft Excel, Power Point, Microsoft Word, Microsoft Publisher and Internet experience.

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