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Con excelentes relaciones interpersonales y habilidad para trabajar en equipo; así como un alto grado de responsabilidad y fácil interpretación y adopción de las políticas organizacionales
CONOCIMIENTOS EN SISTEMAS
Windows 2007, MS Word, MS Excel, MS Power Point, MS Outlook.
Sistema Comercial Fénix
Sistema Gestión Comercial – Open SGC
Sistema Gestión Aprovisionamientos – SGA
Sistema Gestión de Incidencias – SGI
Sistema Gestión de Trabajos – SGT
Open Centrales - OCEN
Sistema RRHH – TALENTOS
Sistema Gestión documental - MERCURIO
Sistemas Aplicaciones y Productos - SAP","rawText":"Administradora de Empresas con amplia experiencia en la gestión administrativa y documental, atención personalizada y Call Center a clientes internos y externos de empresas; manejo, seguimiento e informes de presupuestos tanto en sus etapas de planificación como en su ejecución; redacción ejecutiva, manejos de sistemas Office. Con excelentes relaciones interpersonales y habilidad para trabajar en equipo; así como un alto grado de responsabilidad y fácil interpretación y adopción de las políticas organizacionales CONOCIMIENTOS EN SISTEMAS Windows 2007, MS Word, MS Excel, MS Power Point, MS Outlook. Sistema Comercial Fénix Sistema Gestión Comercial – Open SGC Sistema Gestión Aprovisionamientos – SGA Sistema Gestión de Incidencias – SGI Sistema Gestión de Trabajos – SGT Open Centrales - OCEN Sistema RRHH – TALENTOS Sistema Gestión documental - MERCURIO Sistemas Aplicaciones y Productos - SAP","canEdit":false,"editUrl":"https://www.workana.com/freelancer/7a514fc7b3423435fc5b6f50ee5ed85d/profile/description","g11n":{"edit":"Edit","save":"Save","cancel":"Cancel","warning":"Warning: Don't share contact information or you may be blocked.","expandText":"View more","collapseText":"View less","placeholder":"In a few words, sum up what best defines you as a professional. Show the world what you have to offer and give direction to your freelance career. Ex: Image and sound designer specializing in institutional videos and photo retouching."},"validation":{"required":true,"min":20}},"history":{"section":"history","title":"Work history","dangerouslyWillBeRenderAsHtml_text":"EPSA CONTAC-CENTER Abril 1998 – Enero 2006, Operador Telefónico, Reportando a Mónica López Mejia, Teléfono 3210510 Celular 315 5727529
Operador de pantalla-Atención servicio 115-Orientación de clientes-Resolución de quejas y conflictos
LOGROS:-Colaboración en equipos de mejoramiento de calidad-Desarrollo y planificación de grupos primarios de trabajo -Fortalecimiento a través de capacitación en actividades propias del cargo
TEMAS DE DOMINIO ESPECIFICO:-Manejo de Sistemas-Dominio en digitación-Servicio al cliente personalizado-Orientación-Escucha empática-Recursividad y desenvolvimiento claro-

De Proservis para EPSA CONTAC-CENTER Febrero 2006- Junio 2007 Supervisor Oficina Telefónica,-Reportando a Mónica López Mejía, Teléfono 3210510 Celular 315 5727529:
Supervisión y Monitoreo de turnos y calidad de atención - Elaboración de turnos y rotación de los mismos - Responsabilidad en el cumplimiento de niveles de servicio establecidos - Orientación al logro y direccionamiento del grupo a cargo - Resolución de quejas y conflictos - Elaboración de informes de gestión y resultados en periodos específicos de rendimiento tanto de agentes a cargo como propios del cargo.
LOGROS:-Implementación de herramientas de consulta en bases de datos, para optimizar el servicio público domiciliario de energía eléctrica en el departamento del Valle del Cauca - Desarrollo de planes de contingencia en eventuales fallos de los sistemas a cargo, con el fin de garantizar el servicio en todo momento.- Fortalecimiento a través de capacitación en actividades propias del cargo - Direccionamiento del grupo a cargo, hacia la encarnación de la misión y visión del servicio de EPSA y en general para todo el contac center.
TEMAS DE DOMINIO ESPECIFICO Participación activa y efectiva en el inicio de operaciones del Contact Center - Elaboración del plan de capacitación y manual para agentes Contac - Manejo de Herramientas sistematizadas de supervisión - Manejo de personal - Elaboración y estructuración de malla de turnos y rotación de los mismos para un servicio Call Center de acuerdo con estadísticas de servicio.-Monitoreo profesional y objetivo de agentes Call Center
En misión en EPSA por duración de obra o labor determinada desde 01 de Abril del 2011, hasta Febrero 20 de 2013, desempeñándose en el cargo de Gestor Administrativo.

    TEMAS DE DOMINIO ESPECIFICO:-
Conocimientos en:
o    Redacción Ejecutiva
o    Sistemas Office
o    Protocolo y etiqueta

Misión:
•    Realizar la gestión administrativa y atención de clientes internos y externos de la gerencia Ambiental y Social de acuerdo con los procedimientos e instrucciones de la gerencia..

Funciones:
•    Consolidar, analizar y suministrar información requerida en la gerencia.
•    Realizar la gestión documental de la gerencia.
•    Colaborar en la elaboración de informes de seguimiento sobre la ejecución presupuestaria, planificación estratégica e indicadores del negocio.
•    Atender al personal interno y externo.
•    Realizar la coordinación de eventos de la gerencia que le sean asignados.
•    Dar soporte a la gestión administrativa de la gerencia en actividades de recursos humanos, compras, servicios generales, y logística.
•    Preparar y suministrar información para Organismos de control y a las Unidades del negocio.
•    Verificar el estado y funcionamiento de los equipos y mobiliario de la sala asignada e informar al SAU y/o servicios generales.

Competencias:
1.    Economía de Empresa: Aplicar la normativa en el desarrollo de los procesos económicos realizados como consecuencia de la actividad propia de su unidad de negocio.
2.    Logística: Aplicar los procedimientos de adquisiciones, transportes y almacenes.
3.    Uso y Explotación de Sistemas: Utilizar los paquetes informáticos internos y externos a la empresa solucionando problemas sencillos en su utilización.
4.    Gestión Documental: Aplicar las técnicas y herramientas de gestión documental en su ámbito funcional.
5.    Técnicas de Comunicación: realizar una labor de atención al público (clientes y/o proveedores) en su ámbito de actuación. Utiliza técnicas de redacción, expresión oral y normas de protocolo.
6.    Comunicar: Capacidad para intercambiar frecuentemente información en el ámbito de trabajo dirigida a receptores de otros puntos de la organización donde es necesario realizar explicaciones claras y precisas, por lo que será necesario adaptarlas a las características del interlocutor al que se destinan.
7.    Planear: Capacidad para realizar planificaciones a corto plazo para una unidad cuando los pasos a seguir y el encadenamiento de tareas presentan, en la mayoría de los casos, cierta heterogeneidad e interdependencia.
8.    Interactuar: Adopta comportamientos de cooperación en aquellas situaciones de trabajo donde se requiere cierta coordinación con otras personas, pudiendo existir cierta interdependencia entre sus actividades.
REFERENCIAS PERSONALES

RUBY TORRES LENIS                Comerciante
Independiente
Teléfono 2867787
Cel 313 6511980
Palmira

LILIANA VIDAL CASTRO            Gerente Ambiental y Social
EPSA E.S.P.
Teléfono 3210000 Ext. 52084
Celular 320 6320429
Cali

ILLEMAYUDIZ MORENO.             Coordinador Social
EPSA E.S.P.
Teléfono 3210000 Ext. 52094
Celular 320 6320430
Cali","rawText":"EPSA CONTAC-CENTER Abril 1998 – Enero 2006, Operador Telefónico, Reportando a Mónica López Mejia, Teléfono 3210510 Celular 315 5727529 Operador de pantalla-Atención servicio 115-Orientación de clientes-Resolución de quejas y conflictos LOGROS:-Colaboración en equipos de mejoramiento de calidad-Desarrollo y planificación de grupos primarios de trabajo -Fortalecimiento a través de capacitación en actividades propias del cargo TEMAS DE DOMINIO ESPECIFICO:-Manejo de Sistemas-Dominio en digitación-Servicio al cliente personalizado-Orientación-Escucha empática-Recursividad y desenvolvimiento claro- De Proservis para EPSA CONTAC-CENTER Febrero 2006- Junio 2007 Supervisor Oficina Telefónica,-Reportando a Mónica López Mejía, Teléfono 3210510 Celular 315 5727529: Supervisión y Monitoreo de turnos y calidad de atención - Elaboración de turnos y rotación de los mismos - Responsabilidad en el cumplimiento de niveles de servicio establecidos - Orientación al logro y direccionamiento del grupo a cargo - Resolución de quejas y conflictos - Elaboración de informes de gestión y resultados en periodos específicos de rendimiento tanto de agentes a cargo como propios del cargo. LOGROS:-Implementación de herramientas de consulta en bases de datos, para optimizar el servicio público domiciliario de energía eléctrica en el departamento del Valle del Cauca - Desarrollo de planes de contingencia en eventuales fallos de los sistemas a cargo, con el fin de garantizar el servicio en todo momento.- Fortalecimiento a través de capacitación en actividades propias del cargo - Direccionamiento del grupo a cargo, hacia la encarnación de la misión y visión del servicio de EPSA y en general para todo el contac center. TEMAS DE DOMINIO ESPECIFICO Participación activa y efectiva en el inicio de operaciones del Contact Center - Elaboración del plan de capacitación y manual para agentes Contac - Manejo de Herramientas sistematizadas de supervisión - Manejo de personal - Elaboración y estructuración de malla de turnos y rotación de los mismos para un servicio Call Center de acuerdo con estadísticas de servicio.-Monitoreo profesional y objetivo de agentes Call Center En misión en EPSA por duración de obra o labor determinada desde 01 de Abril del 2011, hasta Febrero 20 de 2013, desempeñándose en el cargo de Gestor Administrativo.  TEMAS DE DOMINIO ESPECIFICO:- Conocimientos en: o Redacción Ejecutiva o Sistemas Office o Protocolo y etiqueta Misión: • Realizar la gestión administrativa y atención de clientes internos y externos de la gerencia Ambiental y Social de acuerdo con los procedimientos e instrucciones de la gerencia.. Funciones: • Consolidar, analizar y suministrar información requerida en la gerencia. • Realizar la gestión documental de la gerencia. • Colaborar en la elaboración de informes de seguimiento sobre la ejecución presupuestaria, planificación estratégica e indicadores del negocio. • Atender al personal interno y externo. • Realizar la coordinación de eventos de la gerencia que le sean asignados. • Dar soporte a la gestión administrativa de la gerencia en actividades de recursos humanos, compras, servicios generales, y logística. • Preparar y suministrar información para Organismos de control y a las Unidades del negocio. • Verificar el estado y funcionamiento de los equipos y mobiliario de la sala asignada e informar al SAU y/o servicios generales. Competencias: 1. Economía de Empresa: Aplicar la normativa en el desarrollo de los procesos económicos realizados como consecuencia de la actividad propia de su unidad de negocio. 2. Logística: Aplicar los procedimientos de adquisiciones, transportes y almacenes. 3. Uso y Explotación de Sistemas: Utilizar los paquetes informáticos internos y externos a la empresa solucionando problemas sencillos en su utilización. 4. Gestión Documental: Aplicar las técnicas y herramientas de gestión documental en su ámbito funcional. 5. Técnicas de Comunicación: realizar una labor de atención al público (clientes y/o proveedores) en su ámbito de actuación. Utiliza técnicas de redacción, expresión oral y normas de protocolo. 6. Comunicar: Capacidad para intercambiar frecuentemente información en el ámbito de trabajo dirigida a receptores de otros puntos de la organización donde es necesario realizar explicaciones claras y precisas, por lo que será necesario adaptarlas a las características del interlocutor al que se destinan. 7. 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