Maria Daniela Bermeo
Sunrise,FL
Summary
Experienced Supervisor bringing 14 years of quality performance in customer support supervisory roles. Skilled in mentoring team members to deliver exceptional service and building team morale through effective communication and positive performance feedback. Accustomed to defusing customer dissatisfaction and managing competing priorities with superior results.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Customer Service Supervisor
EMPRESA PUBLICA CORREOS DEL ECUADOR
2018.07 - 2021.04
- Plan, organize, supervise and facilitate the necessary actions and resources to provide quality service.
- Supervise the execution of tasks assigned to advisors.
- Prepare monthly reports for the Region.
- Logistics, machine support classifier.
- Support reception and delivery of postal packages.
- Manage and Supervisor the Back Office staff.
- International Claims, Account Management and Web Systems International.
Corporate Client Supervisor
EMPRESA PÚBLICA CORREOS DEL ECUADOR
2016.07 - 2018.06
- Immediate attention to requirements of the assigned portfolio of VIP, AA clients and analysis of contracts, difficult customer claims and compensation.
- Provided leadership, guidance and support to staff members.
- Developed and implemented training programs for staff.
- Prepare satisfaction surveys on the attention of customer service advisors.
- Delegation of complaints to customer service advisors.
Statistics.
Customer Service Head ( Assignment)
EMPRES PÚBLICA CORREOS DEL ECUADOR
2015.01 - 2016.06
- Met customer service goals and exceeded customer expectations.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Preparation of statistics.
- International Claims.
- Authorization of international compensation.
- Delegation of cases to Supervisors for corresponding attention.
Customer Service Advisor
EMPRESA PUBLICA CORREOS DEL ECUADOR
2007.01 - 2014.12
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Responded to customer calls and emails to answer questions about products and services.
- Maintained and managed customer files and databases.
Education
Towards Strategic Advertising - Advertising
University Laica Vicente Rocafuerte De Guayaquil
Guayaquil. EcuadorAdvertising Degree - Advertising
UNIVERSITY LAICA VICENTE ROCAFUERTE
Avda. De Las Americas Frente Al Cuartel ModeloSkills
- Customer Relationship Management
- Workflow Schedules
- Critical thinking
- Problem resolution.
- Assertive communication
- Team leader
- Proactive
- Responsible
- Disciplined
Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Supervised team 11 staff members.
- Collaborated with the sales team in developing satisfaction surveys for corporate clients.
- Achieved, to reduce the attention time for international claims by effectively helping operational staff with feedback.
- Achieved, closing the claims by completing the compensation with precision and efficiency.
- Achieved, to respond to the international claims system in the shortest time, obtaining a score of 99/100.
Certification
- Marketing in Times of Crisis Certificate, DeMaruri affiliated with Gray International, November 1999.
- Computer Technical Assistant Certificate, Ecuadorian Professional Training Service, February 2001.
- Upper Intermediate Certificate, Universidad Laica Vicente Rocafuerte, October-December 2004.
- Leaders of Change Certificate: Customer Service and Sales, RSA Training, December 2007.
- Certificate in Human Relations aimed at providing good Customer Service, Ministry of Labor Relations, November 2011.
- Certified in Development of management skills, Public Postal Company Correos Del Ecuador, Mayo -Julio 2012.
- Certificate in Purchasing Process, Public Postal Company Correos Del Ecuador, May 2012.
- Certificate in International Claims Management, Public Postal Company Correos Del Ecuador, June 2013.
- Certificate in Insurance Policies, Public Postal Company Correos Del Ecuador, August 2013.
- Certificate in Airline Claims Management, Public Postal Company Correos Del Ecuador, May 2013.
- Certificate in Management of ML Courier System Management, Public Postal Company Correos Del Ecuador, September 2013.
- Certificate in Prevention in the Postal Network, Public Postal Company Correos Del Ecuador, October 2013.
- Certificate Control of Illicit Traffic in Cultural and Heritage Assets, National Institute of Cultural Heritage, August 2014.
Timeline
Customer Service Supervisor
EMPRESA PUBLICA CORREOS DEL ECUADOR
2018.07 - 2021.04
Corporate Client Supervisor
EMPRESA PÚBLICA CORREOS DEL ECUADOR
2016.07 - 2018.06
Customer Service Head ( Assignment)
EMPRES PÚBLICA CORREOS DEL ECUADOR
2015.01 - 2016.06
Customer Service Advisor
EMPRESA PUBLICA CORREOS DEL ECUADOR
2007.01 - 2014.12
Towards Strategic Advertising - Advertising
University Laica Vicente Rocafuerte De Guayaquil
Advertising Degree - Advertising
UNIVERSITY LAICA VICENTE ROCAFUERTE
- Marketing in Times of Crisis Certificate, DeMaruri affiliated with Gray International, November 1999.
- Computer Technical Assistant Certificate, Ecuadorian Professional Training Service, February 2001.
- Upper Intermediate Certificate, Universidad Laica Vicente Rocafuerte, October-December 2004.
- Leaders of Change Certificate: Customer Service and Sales, RSA Training, December 2007.
- Certificate in Human Relations aimed at providing good Customer Service, Ministry of Labor Relations, November 2011.
- Certified in Development of management skills, Public Postal Company Correos Del Ecuador, Mayo -Julio 2012.
- Certificate in Purchasing Process, Public Postal Company Correos Del Ecuador, May 2012.
- Certificate in International Claims Management, Public Postal Company Correos Del Ecuador, June 2013.
- Certificate in Insurance Policies, Public Postal Company Correos Del Ecuador, August 2013.
- Certificate in Airline Claims Management, Public Postal Company Correos Del Ecuador, May 2013.
- Certificate in Management of ML Courier System Management, Public Postal Company Correos Del Ecuador, September 2013.
- Certificate in Prevention in the Postal Network, Public Postal Company Correos Del Ecuador, October 2013.
- Certificate Control of Illicit Traffic in Cultural and Heritage Assets, National Institute of Cultural Heritage, August 2014.
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