Kiven Munoz
Alexandria,VA
Summary
Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Highly analytical thinking with demonstrated talent for identifying, improving and streamlining complex work processes.
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
13
13
years of professional experience
Work History
Quality Control Manager
MyVo Produce
07.2023 - Current
- Collaborated with development teams, internal customers, and product line management to verify delivery of desired quality requirements to distributors.
- Updated quality control standards, methods, and procedures to meet compliance requirements.
- Followed quality standards and procedures to minimize errors and maximize customer satisfaction.
- Developed and analyzed quality control processes and deliverables to determine present standards and establish recommended action plans.
Customer Success Manager
RingCentral
02.2022 - 06.2023
- Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
Team Manager
IBEX
06.2021 - 01.2022
- Responsibilities: responsible for the day-to-day activities and guidance of the team members
- Sets targets, implement guidelines, and assist with any issues the employees may have
- Ensure that all members understand the team's objectives and work together to achieve it
- Constant monitoring by the manager helps to ensure that everyone is working towards the same goal.
Customer Service Representative (Inbound, Chat, Email, Retention)
IBEX
01.2021 - 06.2021
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services, and company information.
- Updated account information to maintain customer records.
Onboarding Specialist
SITEL
01.2020 - 12.2020
- Responsibilities: Create clear policies and employee handbooks that explain company operations
- Craft and send emails with information about the company and position, including work schedules, dress code, requirements for WAH positions and in site positions
- Prepare onboarding kits, gather and process paperwork, like contracts and nondisclosure agreements, distribute manuals, passwords and guidelines, as needed.
Recruiting Quality Analyst
CONCENTRIX
07.2017 - 12.2019
- Responsibilities: Analyze QA data to look for areas of improvement and later use it to provide feedback, coaching sessions and calibrations to meet and exceed client's expectations.
Recruiter - Advanced Screener
CONCENTRIX
07.2016 - 07.2017
- Responsibilities: Conduct a thorough visual examination of candidates and interviews over the phone with the intent to schedule top candidates for a face-to-face interview with a hiring manager.
QA / Recruiter
Language Select
03.2013 - 04.2015
Customer Service Representative (Inbound, Chat, Email, Retention)
Sitel Nicaragua
04.2011 - 02.2013
Education
Bachelor of Engineering -
Universidad Nacional De Ingenieria
Managua, Nicaragua03.2014
Skills
- Performance Evaluation
- Operational Improvements
- Budget Preparation
- Quality Processes
Languages
English
Professional Working
Spanish
Native or Bilingual
Timeline
Quality Control Manager
MyVo Produce
07.2023 - Current
Customer Success Manager
RingCentral
02.2022 - 06.2023
Team Manager
IBEX
06.2021 - 01.2022
Customer Service Representative (Inbound, Chat, Email, Retention)
IBEX
01.2021 - 06.2021
Onboarding Specialist
SITEL
01.2020 - 12.2020
Recruiting Quality Analyst
CONCENTRIX
07.2017 - 12.2019
Recruiter - Advanced Screener
CONCENTRIX
07.2016 - 07.2017
QA / Recruiter
Language Select
03.2013 - 04.2015
Customer Service Representative (Inbound, Chat, Email, Retention)
Sitel Nicaragua
04.2011 - 02.2013
Bachelor of Engineering -
Universidad Nacional De Ingenieria
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