Summary
Overview
Work History
Education
Skills
Websites
Languages
Awards & Recognitions
Timeline
Certification
Technical Skills
Generic
Pebbles J Medina

Pebbles J Medina

Quality Assurance Trainer
Minneola,FL

Summary

An enthusiastic, dynamic and results focused bilingual professional who has a relentless drive to deliver more than just results. Track record of effectively leading and managing a customer care team, and making customers feels cared for, valued, and respected. A true hands-on leader, not afraid to jump in and assist wherever needed, and will do everything to deliver results that will contribute to the overall mission and success of a business.

Overview

24
24
years of professional experience
1
1
Certification

Work History

QUALITY ASSURANCE TRAINER

DealerOn, Inc
05.2022 - Current
  • Enhanced employee performance through effective quality assurance training and coaching sessions.
  • Develop, implement and maintain a Quality Assurance Program around Case and Phone management including external and internal calls to maximize the output and productivity of the team.
  • Train agents and Managers on quality policies and procedures to ensure an understanding of expectations of quality work.
  • Conduct a comparable amount of QA assessments compared to employee volume, providing Management and Employees meaningful and constructive feedback on outcomes and improvements needed to improve agent and team performance.
  • Analyze, track, and communicate trends and actionable insights to key stakeholders including the Training Team to identify areas of improvement in the Training curriculum monthly.
  • Analyze and monitor all Customer Service metrics (e.g. CSAT, NPS) and how the team's performance affects those KPIs.
  • Provide refresher training for staff including new hires and tenured.
  • Identify process improvement opportunities and partner with training stakeholders to optimize training gaps and establish stronger partnerships.
  • Maintained content library in DealerOn’s learning management system (Lessonly & SFKB) and answer employee questions related to training.
  • Maintain knowledge of policies and procedures in order to facilitate how to approach researching/handling escalated/complex issues and to accurately respond to questions that may arise during new hire training.

CUSTOMER SUPPORT SUPERVISOR

DealerOn, Inc
01.2022 - 05.2022
  • Provide daily direction and communication to employees to ensure administrative tasks and functions are performed efficiently.
  • Maintain knowledge of policies and procedures to research/handle escalated/complex issues and to accurately respond to employees, dealers, and customers' inquiries.
  • Monitor call and case volume and performance, identify unusual volume fluctuations, variances and process performance deterioration; including an action plan to reverse negative trends.
  • Develop subordinate understanding of the drivers of utilization to ensure adherence to the expected outcomes (standards).
  • Identify process improvement opportunities and partner with stakeholders across business units to develop effective communication plans and establish stronger partnerships.
  • Recommends and encourages CS Leads to seek innovative improvements to processes in order to improve team performance and effectiveness.
  • Partner with Training management to ensure employees have appropriate training and other resources to perform their job tasks/functions.
  • Participate in workforce management; assist in employee scheduling, internal employee rotations/cross-training efforts, and performance management.
  • Partner with CS Management to assist with responding to and resolving employee relations and performance issues according to established company policies.
  • Provide performance feedback and coaching regularly to each team member in a constructive manner. Write and administer performance evaluation reviews.

OPERATIONS SUPERVISOR-Bilingual

Falck Global Assistance
11.2018 - 12.2021
  • Managed daily operations for optimal performance, ensuring smooth workflows and timely completion of tasks.
  • Oversee the operations department of up to 20 associates while helping customers navigate complex challenges as they cope with medical emergencies while traveling overseas
  • Continuously monitor calls and cases across a sample of transaction types to ensure performance metrics are consistently achieved
  • Review and monitor the work performance of all associates against agreed KPIs
  • Ensure associates are recognized and rewarded for outstanding achievements and performance in line with the company's mission and values
  • Handle escalated calls and or cases as well as fill in for Assistance Coordinators when there are spikes in activity
  • Partner with leadership team to identify and propose solutions for process improvements, and lead initiatives in the department to improve quality, efficiency and effectiveness.

SENIOR CERTIFIED CREDIT COUNSELOR

InCharge Debt Solutions
01.2018 - 11.2018
  • Certified Personal Finance Counselor providing relief to financially distressed clients.
  • Assisted individuals in reducing debt through careful review of their finances and tailored repayment plans.
  • Improved clients'' financial stability by conducting comprehensive budget analysis and offering personalized advice.
  • Educated clients on credit management strategies for long-term financial success.
  • Developed customized action plans to address each client''s unique financial challenges and goals.

SUPERVISOR, CUSTOMER CARE BUSINESS INTELLIGENCE

TravelClick, Inc.
07.2017 - 01.2018
  • Supervised team of up to 30 customer facing technical resources while providing world class support for TravelClick's business intelligence solutions for global hotel customers
  • Drove team to achieve high Customer Satisfaction ratings by motivating and encouraging high engagement and providing training to improve service quality
  • Reengineered and implemented processes for Customer Care team increasing the overall satisfaction level of the customer service experience
  • Designed and implemented processes for projects and services, quality assurance support, and performance management within the BI product suite
  • Partnered with other product leaders to provide customer perspective for new product development and enhancements
  • Worked closely with IT and Product to stay informed of product outages or technical issues to enable proactive customer impacting communications
  • Developed structured requirements for ongoing support and maintenance
  • Established weekly, monthly and annual departmental team goals.

TEAM LEAD, CUSTOMER CARE BUSINESS INTELLIGENCE

TravelClick, Inc.
05.2015 - 07.2017
  • Lead team to support customers for TravelClick's business intelligence solutions for global hotel customers
  • Completed Quality Assurance reviews per specialist while providing coaching required to meet Customer Care's expectations and goals
  • Addressed escalations submitted by the customer or the Escalations Team ensuring all issues are addressed and all parties are updated
  • Managed performance of team members, assigned tasks by identifying strengths to increase overall team performance, and provided training and coaching.

CUSTOMER CARE SPECIALIST

TravelClick, Inc.
02.2014 - 05.2015
  • Provided support for TravelClick's business intelligence solutions for global hotel customers
  • Identified and communicated critical issues quickly and escalated to appropriate points of contact, while providing efficient and prompt customer follow up
  • Educated customers on the TravelClick products and training resources available
  • Ensured quality processes and customer satisfaction on all customer interactions
  • Researched existing processes using knowledge-based software and job aids.

CROSS TRAINING COUNSELOR & CUSTOMER SUPPORT

InCharge Debt Solutions
02.2010 - 02.2013
  • Certified Personal Finance Counselor providing relief to financially distressed clients
  • Processed clients and stakeholder's mail, payments and activated client contracts, while informing clients of the state of their account, processed proposals and renegotiated contracts.

MARKETING PREVIEW COORDINATOR

Hilton Grand Vacation
03.2008 - 01.2010
  • Generated leads and booked timeshare presentations for prospective Hilton Grand Vacation Owners, Club Members and other qualified customers
  • Assisted with implementing and tracking all marketing programs related to sales
  • Provided front desk support and assisted guests with concierge services
  • Prepared and coordinated related collateral for pre and post presentations and closing of sales, and planned and coordinated sales presentation tours.

ACTIVITIES & GUEST SERVICES COORDINATOR

Starwood Resorts/Wyndham Resorts
04.2000 - 01.2008
  • Guest Services-Concierge-VIP Special Services (Trainer); Assisted guests and coordinated their requests while delivering the highest quality customer service
  • Coordinated and implemented the Royal Beach Club Lounge menu items and themes with the assistance of the Resort Chef and the F&B Department managers
  • Provided front desk support including guest registration, maintaining accurate guest room accounts and assisting with special requests
  • Organized outdoor guest activities and entertainment.

Education

Bachelor of Arts - Hotel and Restaurant Management

University of Puerto Rico
Carolina, PR
06.2005

Skills

  • Management & Supervision
  • Quality Assurance
  • Training
  • Customer Service
  • Process Improvement
  • Conflict Resolution
  • Activities Coordination
  • Contract Negotiation
  • Marketing and Promotions
  • Financial Counseling
  • Bilingual-English and Spanish

Languages

English
Spanish

Awards & Recognitions

Driving Results Spotlight Award

August 2022 - DealerOn, Inc


Cause of Applause Certificate for World-Class Customer Service

2011 & 2012 - InCharge Debt Solutions, Inc


Certificate for Perfect Attendance

2011 - InCharge Debt Solutions, Inc


HPC Marketing Rising Star Certificate 

2009 - Hilton Grand Vacations

Timeline

QUALITY ASSURANCE TRAINER

DealerOn, Inc
05.2022 - Current

CUSTOMER SUPPORT SUPERVISOR

DealerOn, Inc
01.2022 - 05.2022

OPERATIONS SUPERVISOR-Bilingual

Falck Global Assistance
11.2018 - 12.2021

SENIOR CERTIFIED CREDIT COUNSELOR

InCharge Debt Solutions
01.2018 - 11.2018

SUPERVISOR, CUSTOMER CARE BUSINESS INTELLIGENCE

TravelClick, Inc.
07.2017 - 01.2018

TEAM LEAD, CUSTOMER CARE BUSINESS INTELLIGENCE

TravelClick, Inc.
05.2015 - 07.2017

CUSTOMER CARE SPECIALIST

TravelClick, Inc.
02.2014 - 05.2015

CROSS TRAINING COUNSELOR & CUSTOMER SUPPORT

InCharge Debt Solutions
02.2010 - 02.2013

MARKETING PREVIEW COORDINATOR

Hilton Grand Vacation
03.2008 - 01.2010

ACTIVITIES & GUEST SERVICES COORDINATOR

Starwood Resorts/Wyndham Resorts
04.2000 - 01.2008

Bachelor of Arts - Hotel and Restaurant Management

University of Puerto Rico

Certification

  • CERTIFIED FINANCIAL COUNSELOR, InCharge Debt Solutions, Inc.
  • CERTIFIED BARTENDER, Puerto Rico Beverage Institute, Puerto Rico


Technical Skills

  • Microsoft Office-Word, Excel, PowerPoint
  • Salesforce - Classic & Lightning
  • CMS
  • Lessonly
  • Fidelio
  • Opera
  • Light Speed
  • Galaxy
  • The Concierge Assistant
  • Voice

Similar Profiles

CREATE PROFILE
Pebbles J MedinaQuality Assurance Trainer