Oscar M. H. freelancer experto en Edición de textos, Gestión de Operaciones, Asistente Virtual

Oscar M. H.

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Historia laboral
1. Position: Operations Team Manager
Company Name: Alorica 
Dates Employed: Sep 2016 – May 2017 
Employment Duration: •9 mos 
Location: Guadalajara Area, Mexico   

This Team Manager is trusted by leading a team of 7 Team Leads and aprox. 170 agent. Reporting Directly to the Operations Manager, my position is responsible for ensuring that service levels, key performance goals and budgets are met on a consistent basis during their predesigned shift. It demands a high degree of adaptability and flexibility in a fast paced; rapidly changing environment.

•Operations Function:

Monitor and assist in the overall quality of designated area including supervision, motivation, and development of associates

Communicate client expectations to associates

Monitor trends and performance changes concerning our current client

Assist supervisors with daily workflow

Participate in goal setting, incentive programs and reporting

•Employee and Personal Leadership Development:

Coach, develop, and mentor subordinates to achieve quality performance while continuing to develop personal management skill necessary to lead staff and handle unique management challenges.

Participate in the development of strategies to find optimal solutions to compensate, attract, and retain the talent necessary to achieve established goals and objectives
-Assist staff with establishing and attaining career development goals

2. Position: Production Team Leader
Company Name: Alorica 
Dates Employed: Mar 2016 – Sep 2016 
Employment Duration: •7 mos 
Location: Guadalajara Area, Mexico   

Currently responsible of developing, coaching and leading an average team of 24 agents. Also responsible of developing and implementing action plans to assist reaching client goals. Educate agents on standard operation procedures and quality guidelines. Encourage team members to find their own areas of opportunity, as part of developing the agent not only to comply to company goals but to escalate through the different company positions. Approaching each agent properly to providing effective feedback and coaching to stimulate them to excel others.Creating and sending agent reports, as well as floor capacity reports to the operations manager. Within other minimal tasks.

3. Position: Client Operations Support Specialist/ Workforce Management Analyst
Company Name: Alorica 
Dates Employed: Feb 2015 – Mar 2016 
Employment Duration: •1 yr 2 mos 
Location: Guadalajara Area, Mexico   

Responsible for performing analysis of call monitoring and assist with developing action plans to identify and resolve issues in a timely manner; recommending changes in procedures or best practices to supervisors to assist in meeting goals, objectives and providing quality support; attending update meetings to conver known issues that could affect the products or services that are being provided to the client; managing employee turnover, absenteeism, calling schedules and performance measurements. Preparing or creating reports that are not only sent internally to operations, but to the client as well, and respond to all client request in a timely manner. Holding a professional email/phone conversation with the client to assist in any doubt or requests. Also assist in agent scheduling coordination to manage the work volume while coming through with all client expectations. Within other tasks.

4. Position: Chat Customer Service Representative
Company Name: West Corporation 
Dates Employed: Feb 2014 – Feb 2015 
Employment Duration: •1 yr 1 mo 
Location: Tlaquepaque Area, Mexico   

While I was a chat Customer Service Representative my duties were to provide an excelent service to all customers inquirying about my line of business. All answers were in a timely yet quality assuring manner.

5. Position: Customer Service Representative
Company Name: TeleTech 
Dates Employed: Feb 2010 – Jan 2011 
Employment Duration: •1 yr 
Location: Tlaquepaque Area, Mexico   

My duties with the company were to provide excelent quality calls. I was to provide tech assistance to customers when their phones were damaged. I was able to expand my knowledge in regards to customer service satisfaction as these were long handling calls.

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