Maritza Acosta-Skeete
Queens Village,NY
Summary
Professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
31
31
years of professional experience
1
1
Certification
Work History
Contact Care Facilitator
Charter Communications
12.1999 - Current
- Facilitating New Hire Curriculum for new Care Agents and Supervisors in various call centers in the enterprise; NY, Texas- work in partnership with Care management in opening new Bi-lingual call center in McAllen, Texas
- Developing new facilitators to handle the training environment, behavioral coaching, time management and organizational skills
- Mentoring employees towards growth within the organization
- Facilitating courses in various formats (instructor lead and virtually lead) instructional development; new hire to leadership courses
- Handling groups ranging from 5 to 50 participants
- Assisted in leading boot-camp sessions for new Facilitators from across the enterprise in the New Hire Curriculum, evaluations, and soft skills techniques in both virtual and instructor lead mediums
- Co-facilitating classes with new facilitators to model skills, encouraging self-assessment.
- Managing training calendar to determine coverage for New Hire training, recursive trainings and floor initiatives
- Maintain payroll for new hire agents, review late, absences occurrences with agents
- Facilitating presentation skills and communications workshops for new mentors that will work with new hire agents
Quality Assurance
Time Warner Cable
09.1998 - 11.1999
- Monitoring and coaching customer service support staff focus on the effortless customer experience skills
- Ensuring professionalism and company policies’ guidelines are met during calls.
Customer Service
Time Warner Cable
09.1994 - 08.1998
- Bilingual Customer Care agent with an emphasis on customer satisfaction in a fast-paced environment; learning new facets of internet and phone service as new line of business were launched.
Sales Assistant
Warner Brothers Studio Store
09.1993 - 08.1994
- Assisted with opening of main Studio Store in Manhattan
- Provided prompt customer service, manned cash register and stock inventory.
Education
No Degree - Educational Studies
Empire State College
01.2015
Stonybrook University at SUNY -
Stonybrook University
01.1981
Skills
- Customer Service
- Punctual and Hardworking
- Caring and Empathetic
- Documenting and Recording Information
- Reliability and Dedication
- Technical Troubleshooting
- System updates
Certification
- Training Generalist, Langevin Learning Services, New York, NY, 2006
- S3 Certification, S3, 2007
Awards
- MVP Award Winner, 2011
- Silver Award winner 2017- 1st Quarter, 2017
Training
- Writing Skills for Trainers Workshop, Langevin Learning Services, NY, 2000
- Creative Training Techniques, Creative Training Techniques International, New York, 2000
- Consulting Skills for Trainers, Langevin Learning Service, New York, 2004
- How Adults Learn, Langevin Learning Services, New York, 2007
Timeline
Contact Care Facilitator
Charter Communications
12.1999 - Current
Quality Assurance
Time Warner Cable
09.1998 - 11.1999
Customer Service
Time Warner Cable
09.1994 - 08.1998
Sales Assistant
Warner Brothers Studio Store
09.1993 - 08.1994
No Degree - Educational Studies
Empire State College
Stonybrook University at SUNY -
Stonybrook University