ISLEIDY BALDWIN
Kyle,Texas
Summary
Energetic, self-motivated professional offering experience in high productivity, business metrics, policy driven results while consistently improving and developing business acumen. Experienced in fast-paced, performance-critical environments. Proactive in seizing the initiative to remain abreast of the competition. Motivate the team through peak performance.
Overview
6
6
years of professional experience
Work History
SUBJECT MATTER EXPERT DEVELOPMENT OPPORTUNITY
01.2023 - Current
- BAMT- Business API Messages Templates
- Help assist agents with questions on the chats and Q&A documents
- Assist to monitor queue for TAT (Turnaround time)
- Help drive performance based on the feedback from Q&A Documents and Team Leads
- Provide insights to the support team regarding performance, incoming volumes, and any other workflow trends we notice from the previous week
- Assist with coaching, shadowing and 1:1’s
- Innovate learning to improve customer service representative metrics
- Analyze metrics and areas for improvement.
- Offered one-on-one support for team members and managers to drive continuous improvement.
- Monitored operations and reviewed records and metrics to understand company performance.
BILINGUAL CONTENT REVIEW MODERATOR
COMMERCE, SPAM BIZ
08.2020 - 12.2021
- COMMERCE – SPAM BIZ IMPERSONATION
- Provided support in replying to customer inquiries in a timely matter
- Achieved established weekly/ monthly purposes
- Reviewed cases and follow upon tickets
- Reviewed customers’ accounts to all running within company guidelines
- I present resolutions for customer problems, incidents, issue, request involving registration, 2FA, lost & stolen accounts.
- Resolving over 400 customer inquiries daily with 99 percent metrics, BAMT Business API messages Templates
- Average productivity of 300 tickets per shift
- Maintained above quality goal every week
- Flagged possible trends in the workflow
- Assisted Agents how to better productivity and quality scores
- Received Recognition Awards: | Actively Innovate | Collaborating effectively| Named performances Rockstar in Quarterly Townhall 3 times
- PROJECT: TRUST AND SAFETY
BILINGUAL CUSTOMER SUPPORT ASSOCIATE
10.2019 - 08.2020
- Investigated and resolved issues regarding content that was reported for account support and/or safety; flagged for action and resolved within agreed-upon turnaround times and standards of quality
- Serve as an advocate for the user community
- Diagnose and solve problems facing multiple clients
- Review user accounts daily to determine if they are spam accounts
- Assist the quality analyst and the reporting analyst in driving quality customer service outcomes
- Understand and maintain up-to-date client policies and guidelines
- Resolve inquires according to defined company policies and procedures
- Fulfill base productivity and quality requirements
- Process and review accounts that have been flagged for review of potentially sensitive content to ensure there are no violation of company policies
- Identify trends during review and provide feedback
- Ensure the maintenance of high-quality support and a high degree of professionalism
- Regularly communicates and collaborates with teams across different times zones and shift patterns.
Sales Representative
Under Armour
San Marcos, Texas
01.2017 - 01.2021
- Communicate clear priorities and productivity goals to stock while maintaining accountability for achieving them
- Proactively seek personal learning and development opportunities to build leadership skill set and enhance individual performance
- Support store and company level strategies to reduce shrink; observe and monitor for signs of shrink and advise store leadership of any unusual internal or external activity
- Driving flawless execution of the stockroom standard operating procedures (SOP) to ensure efficient and effective processes to maximize productivity and sales
- Lead efficient and effective shipment processing by making sure associates are following processing and placement guidelines and achieving units per hour productivity expectations
- Train, coach and develop stock associates on handling merchandise skills needed to consistently achieve merchandise productivity standards for shipment processing, replenishment, markdowns, and merchandising.
Education
Bachelor of Arts - Cybersecurity
Austin Community College
Austin, TX08.2024
Bachelor’s degree - marketing
University Autonoma de Occidente
01.2007
Skills
- Highly Productive
- Passionate Customer Care
- Team Collaboration
- Strategic Queue Planning
- Results Driven
- Outstanding Job Performance
- Maintaining Policy
- Resolving Issues Exponentially
- Microsoft Office
- Critical Thinking
- Problem Resolution
Languages
Languages
English
Native/ Bilingual
Spanish
Native/ Bilingual
Portuguese
Professional
Timeline
SUBJECT MATTER EXPERT DEVELOPMENT OPPORTUNITY
01.2023 - Current
BILINGUAL CONTENT REVIEW MODERATOR
COMMERCE, SPAM BIZ
08.2020 - 12.2021
BILINGUAL CUSTOMER SUPPORT ASSOCIATE
10.2019 - 08.2020
Sales Representative
Under Armour
01.2017 - 01.2021
Bachelor of Arts - Cybersecurity
Austin Community College
Bachelor’s degree - marketing
University Autonoma de Occidente
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