NUBIA BRAVO
Houston,TX
Summary
Forward-thinking professional with many years of experience driving goal achievement and improvements through operational oversight. Instrumental in devising and updating operations policies and procedures by analyzing reports, reviewing customer feedback, and collaborating with other key leaders. Pragmatic when identifying areas for improvement and creating effective solutions.Talented evaluator of business performance. Successfully oversees staff.
Overview
14
14
years of professional experience
Work History
GRS/Duals/MAPD Operations Expert
Elevance
Houston, TX
12.2021 - Current
- Support operations associates for workflow and processes
- Assist with trainings and visual resources for rep improvement
- Created process documentation and trained staff on new systems.
- Support managers by contributing to Teams enhancements to better assist with SRT chats
- Established quality assurance protocols for ongoing operations management.
- Assist with escalated consult calls and supervisor requests.
- Evaluated current systems to determine where improvements could be made.
Customer Care Representative – Bilingual
Anthem
Houston, TX
09.2019 - 12.2021
- Provider great customer services to member by following procedures and making sure all benefits are been share and explained to them
- Guide members with their healthcare needs by explaining benefits, taking care of their concerns and problems
- Support managers with SRT and project reports and data analysis to make sure reps are meeting expectations
- Connectors Program
- Provided exceptional customer service to ensure customer satisfaction.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
Apple Linguistic Tester
Welocalize
12.2018 - 08.2019
- Monitor foreign language communications and type information as requested by following guidelines
- Translate and transcribe from one language into the written form of another language
- Contribute and provide feedback about the system interaction with customers.
- Resolved customer inquiries by providing answers in accordance with company policies and procedures.
- Identified areas for improvement in existing telecom network infrastructure.
Operations Manager
SITEL
Managua, Nicaragua
07.2011 - 06.2018
- Tier II & Tier III LOB for fraud prevention and compliance
- Motivate team to achieve goals through regular coaching, skeps and feedbacks
- Contribute to management team objectives through teamwork
- Coordinate and monitor the daily workflow to ensure all operational functions are performed on an efficient, timely basis and that they meet quality and performance standards
- Ensure efficient performance of the agent group through balancing human and technical resources
- Liaisons with WFM, Training, Human Resources to supply information, investigate, and resolve and meet service level goals
- Support new MoneyGram sites in operational activities through supporting Quality, Workforce and Upper Management departments
- Mumbai, India
- Develop and create reports/trackers to guarantee team’s performance.
- Monitored daily operations, including call volume, average speed of answer, service levels, customer satisfaction scores, and other key metrics.
- Developed and maintained a team of call center representatives to meet performance standards.
- Participated in recruitment activities such as interviewing prospective candidates.
- Implemented new strategies for improving customer experience through better communication channels such as email, text messaging or web chat support.
Marketing Intern
CASA PELLAS LLC
Estelí, Nicaragua
06.2010 - 08.2010
- Collaborated with designers on creating visuals for campaigns.
- Develop strategies to increase sales
- Enhance and review strategies already implemented by the company.
- Participated in brainstorming sessions with marketing team members to develop ideas for campaigns.
- Developed strategic plans for launching new products or services into the market.
Education
Business Administration - Business Management
Ave María University Latin American Campus
San Marcos, Carazo05.2011
Skills
- Operations Analysis
- Organizational Development
- Call Metrics
- Strong leadership
- Reporting and documentation
- Reporting skills
- Microsoft Office expertise
Training
- Coach Certification Clinic
- Building and Leading Teams
- Interpersonal Communication: Targeting Your Message
- Leadership Essentials: Motivating Employees
- Leading Teams: Motivating and Optimizing Performance
- Management Essentials: Managing a Diverse Team
- Setting Effective and Achievable Goals
- RedZone and Intervention
- Managing Conflict
- Managing Change
- Creating a Learning Environment
- How to Have Fun at Work
- Characteristics of Adult Learners
- Building a Coaching Environment
- Managing Schedule Adherence
- Agent SKEP (Skill & Knowledge Enhancement Program)
Timeline
GRS/Duals/MAPD Operations Expert
Elevance
12.2021 - Current
Customer Care Representative – Bilingual
Anthem
09.2019 - 12.2021
Apple Linguistic Tester
Welocalize
12.2018 - 08.2019
Operations Manager
SITEL
07.2011 - 06.2018
Marketing Intern
CASA PELLAS LLC
06.2010 - 08.2010
Business Administration - Business Management
Ave María University Latin American Campus
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