Bianca S. González
Guadalajara,Jal.
Summary
Team management and Focused on customer satisfaction following Deadlines and oriented by daily, weekly and monthly agendas. Working with analysis to improve project’s Areas of opportunities.
Working for the operations area with new hire and tenure employees for over 4 years providing support and coaching on new projects implementation, Data analysis for operations and Sales and Collection results, which leads to constant Client communication for business results and performance. Human-powered Customer Service Supervisor who effectively motivates associates through continual guidance, direction, development and coaching.
Overview
9
9
years of professional experience
Work History
IT Internal Asset Location Manager
TATA Consultancy Services Internal
09.2016 - 07.2020
- Main role to assure all assets had allocation and administration such as Hardware and Software
- Check warranty status, and performed system updates such as antivirus, laptop encryption, windows updates or any patch required to ensure compliant equipment as per Security and Client standards
- Support for software installation to meet project requirements.
- Giving Service desk support to domain users on daily basis increasing effective service level,
- Also In charge of different IT reports such as daily and monthly Reports for Management team, showing visibility for Asset, Network, Server, SLA and for five different state locations and overall Mexico branch.
- Used coordination and planning skills to achieve results according to schedule
- Identified issues, analyzed information and provided solutions to problems
QA Collection Supervisor
Project Corelogic At TATA Consultancy Services
01.2016 - 08.2016
- In Lead of Quality assurance and operational objectives by contributing information and analysis to build strategic plans and reviews for more efficient Business to Business collection process from associates;
- Preparing and completing action plans; for quality, and Customer- Service standards; identifying and resolving problems; completing audits; determining system improvements; implementing changes for better location over all performance
- Keeping trends of collection number and making improvement by implementation of Coordinated weekly meetings by reserving conference rooms and sending electronic meeting invitations to participants for client updates and coaches call calibration.
- Created and Implemented Quality Scorecard based on Compliance and procedural Checks following client suggestions and production needs looking for standards and constant improvement.
- Improved office operations by standardizing client correspondence, record tracking and data communications.
- Supervised 53 administrative team members and provided constructive feedback, resulting in higher morale and increased employee retention.
Customer Service Representative Supervisor
T-MOBILE, Teletech SA. de CV
10.2014 - 12.2015
- Supervised 20+ agents in providing excellent customer service to callers requiring assistance for tech support and billing issues.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
- Kept high average of performance to go and other evaluations over 6 months.
Customer Service Billing and Sales Supervisor
COMCAST at Teleperformance
08.2012 - 10.2014
- Promoted trough Development and leadership program (Internal JUMP PROGRAM) to assure all coaching and supervisor tools were learned and certified
- Participated in various incentive internal programs and contests designed to support achievement of production goals for certain campaign metrics
- Worked with new project campaigns like billing, Sales, Collections, and retention obtaining top places for consecutive months and periods
- Effectively coached team members to reach weekly and monthly sales goals.
- Recognized as top sales supervisor, increasing sales level by 30% during 2013
- Consistently met and exceeded department expectations for productivity and accuracy levels creating more than 2 years of management experience
- Planned, directed and monitored regulatory operations providing personalized GOALS and QA interactions to Ensured exceptional client service and quality product offerings.
- Oversaw employee performance, corrected problems and increased efficiency to maintain productivity targets.
- Mentored sales team in applying effective sales techniques and delivering top-notch customer service.
- Coached employees and trained on methods for handling various aspects of sales, complicated scenarios and difficult customers.
Customer Service Agent
COMCAST at Teleperformance
02.2011 - 12.2011
- Demonstrated mastery of customer service experience within specified timeframes
- Receiving several rewards for excellent performance for a billing, sales, Retention, and Collections department metrics, Due to that I was transferred to a special ¨SALES FORCE¨ team focused on making more percentage sales than the rest of the campaign members then promoted.
- Improved customer ratings by 80%
- Maintained up-to-date records at all times
- Built customer loyalty by placing follow-up calls for customers who reported product issues, billing disputes, or general need for follow ups.
- Educated clients on account services and resolved client inquiries regarding statement information and account balances.
- Enhanced productivity by staying on top of call scripts and maintaining control over direction of conversations.
- Facilitated communications through management of inbound and outbound customer calls.
Education
CUCEA-Universidad De Guadalajara, Centro Universitario De Monterrey, Secundaria Anexa La Normal Superior
Skills
- Organizational Strengths
- Team Management
- Positive and Constructive Feedback
- Issue Resolution
- Leading Team Meetings
- Call Center Operations
- MS Office
- Call Monitoring
- Data Analysis and Modeling
- Database Maintenance
- Employee Performance Reviews
- Pivot Tables
- Compliance Adherence
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
IT Internal Asset Location Manager
TATA Consultancy Services Internal
09.2016 - 07.2020
QA Collection Supervisor
Project Corelogic At TATA Consultancy Services
01.2016 - 08.2016
Customer Service Representative Supervisor
T-MOBILE, Teletech SA. de CV
10.2014 - 12.2015
Customer Service Billing and Sales Supervisor
COMCAST at Teleperformance
08.2012 - 10.2014
Customer Service Agent
COMCAST at Teleperformance
02.2011 - 12.2011
CUCEA-Universidad De Guadalajara, Centro Universitario De Monterrey, Secundaria Anexa La Normal Superior
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