Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Mayrelis John

Hialeah,FL

Summary

Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Works at fast pace to meet tight deadlines. Enthusiastic team player ready to contribute to company success.

Overview

7
7
years of professional experience

Work History

Training Assistant

Q Link Wireless
08.2021 - Current
  • Developed and implemented training programs for new employees.
  • Monitored employee progress throughout training programs using various assessment tools; identified areas for improvement and provided additional support as needed.
  • Created and distributed instructional materials to support training sessions.
  • Conducted individual and group training sessions for staff members.
  • Resolved any issues that arose in the training setting.
  • Prepared work stations with supplies for new hires.
  • Compiled data from surveys to measure effectiveness of courses.
  • Assisted with the design of evaluations to assess student performance.
  • Collaborated with other trainers to develop effective strategies for teaching.
  • Organized and maintained course material files, documents, and records.
  • Prepared reports on training activities and results.
  • Participated in meetings related to curriculum development.
  • Analyzed survey results to identify areas needing improvement.
  • Communicated key information from trainers to participants and visa versa.
  • Created user accounts for all new employees to access company portal.
  • Created phone extensions for agents to take calls.
  • Ensured all new hires followed dress code, policies, and attendance rules.
  • Enhanced employee skillsets by developing comprehensive training materials and resources.
  • Streamlined onboarding process for new hires, resulting in a more efficient and effective orientation experience.
  • Increased employee retention rates by providing targeted coaching and support during critical transition periods.

Social Media Ambassador

Q Link Wireless
03.2020 - 08.2021
  • Boosted user engagement by responding to comments, messages, and inquiries in a timely manner.
  • Conducted regular audits of social media accounts to ensure all information was up-to-date and accurately represented the brand''s values.
  • Responded to inquiries and engaged with followers to build community and support customer engagement.

Quality Assurance Agent

Q Link Wireless
01.2019 - 03.2020
  • Listening to recorded or live calls to evaluate agent performance and adherence to company standards and policies.
  • Assessing the quality of customer interactions based on predefined criteria such as professionalism, accuracy, compliance, and customer satisfaction.
  • Providing training sessions or one-on-one coaching to agents to address performance gaps and enhance their skills in areas such as communication, problem-solving, and product knowledge.
  • Generating reports on quality assessment findings, trends, and areas for improvement to management, helping to identify systemic issues and opportunities for enhancement.
  • Collaborating with other departments such as training, operations, and customer experience to align quality assurance efforts with broader organizational goals and initiatives.
  • Offering constructive feedback to agents based on evaluation results to help them improve their performance and customer service skills.

Supervisor

Q Link Wireless
01.2018 - 12.2019
  • Improved customer satisfaction by effectively resolving escalated issues and providing timely support.
  • Served as a point of contact for customers requesting to speak with a supervisor, effectively addressing their needs and ensuring their concerns were resolved to their satisfaction.
  • Processed customer inquiries and requests via email and provided accurate and timely responses.
  • Collaborated with internal teams, including customer service representatives, supervisors, and other departments, to address customer concerns, share feedback, and streamline communication processes.
  • Maintained detailed records of customer interactions, inquiries, and resolutions, and generated reports to track trends, identify areas for improvement, and support decision-making.
  • Proactively sought opportunities to improve customer service processes, enhance efficiency, and contribute to the overall effectiveness of the customer service department.

Customer Service Call Center Representative

Q Link Wireless
12.2016 - 01.2018
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Handled calls professionally while maintaining composure under pressure from distressed or dissatisfied customers.
  • Participated in quality assurance activities such as reviewing recorded calls for compliance with company standards.
  • Retained customers by offering alternative solutions during difficult interactions or potential cancellations of services.
  • Achieved personal performance goals through effective call management, prioritization, and time management.
  • Documented and detailed calls and complaints using call center's CRM database.
  • Recognized as a top performer on multiple occasions for achieving outstanding customer satisfaction ratings.
  • Increased first-call resolution rates by thoroughly understanding products and services offered and providing accurate information to customers.
  • Managed a high volume of calls efficiently by organizing workload effectively and multitasking when necessary.
  • Built strong relationships with clients through genuine empathy, active listening, and clear communication skills.
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.
  • Placed outbound customer service or customer satisfaction calls to follow up on issues.
  • Processed debit and credit card and electronic check payments.
  • Approved and terminated customer contracts upon request.
  • Educated customers on company systems, form completion, and access to services.
  • Met customer call guidelines for service levels, handle time and productivity.

Education

High School Diploma -

Westland Hialeah High School
Hialeah, FL
08.2013

Skills

  • Assessing training needs
  • Organizing courses
  • Worker Training
  • Employee Onboarding
  • Developing training materials
  • Training delivery
  • Motivational Techniques
  • Training material development
  • Personnel Training
  • Clear Communication
  • Decision-Making
  • Relationship Building
  • Documentation and Recordkeeping
  • Leadership Development
  • Coaching and Development
  • Public Speaking
  • Quality Assurance
  • Program Monitoring and Tracking
  • Online training experience
  • Video Conferencing
  • Employee surveying
  • Role Playing
  • Performance Testing
  • Documentation skills
  • Coaching and Mentoring
  • Call Monitoring
  • Customer service focus
  • Training Coordination
  • Customer Retention
  • Call center experience
  • Complaint Handling
  • CRM Software
  • Remote Support
  • Product Troubleshooting
  • Call Center Operations
  • User credential management
  • Understanding Customer Needs
  • Administrative and Office Support

Languages

Spanish
Native or Bilingual
English
Native or Bilingual

Timeline

Training Assistant

Q Link Wireless
08.2021 - Current

Social Media Ambassador

Q Link Wireless
03.2020 - 08.2021

Quality Assurance Agent

Q Link Wireless
01.2019 - 03.2020

Supervisor

Q Link Wireless
01.2018 - 12.2019

Customer Service Call Center Representative

Q Link Wireless
12.2016 - 01.2018

High School Diploma -

Westland Hialeah High School

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Mayrelis John