Stephany Avendano
Fort Lauderdale
Summary
Dynamic Corporate Customer Service Representative with proven success at Global Response, excelling in escalation management and agent training. Skilled in KPI reporting and performance evaluations, I foster team growth and ensure high-quality service delivery. Proficient in Zendesk and Five9, I effectively resolve complex customer issues while enhancing team and client performance.
An experienced leader with strong background in guiding teams, managing complex projects, and achieving strategic objectives. Excels in developing efficient processes, ensuring high standards, and aligning efforts with organizational goals.
Overview
12
12
years of professional experience
Work History
Corporate Customer Service Representative
Global Response
11.2013 - Current
- Investigated and resolved customer complaint cases within a timely manner and with satisfactory resolution.
- Escalated cases to the client that required additional research and investigation by regional field teams. Providing needed updates to the client and customer as the investigation progressed.
- Addressed Attorney General and Better Business Bureau complaints directly with the client and customer and resolved in a timely manner and with a satisfactory resolution. Update the Attorney General's office and the BBB office directly with updates and resolutions.
- Provided the client daily, weekly, monthly, and quarterly KPI reports within the deadline required..
- Trained new agents on the systems used to perform their daily task. Monitored their performance during training, nesting, and time on the account.
- Monitor agents during training and nesting to assure accuracy when applying the material and programs learned.
- Performed weekly quality assurance reviews on calls, emails, and social media tickets completed by the agents. Reviewed the QA's with the client on a weekly basis to confirm the agents are meeting their required goals.
- Meeting with each agent on a weekly basis to review their KPI and QA reports. Addressed concerns and achievements with the agents to help with growth.
- Set goals for each agent to overcome obstacles and following up within a two and four weeks to confirm goals are achieved.
- Set progress plans with agents when goals are not meet. Followed up on progress plans to ensure the agents is receiving the support needed to meet goals set for them.
- Addressed urgent case sent by the client that required special attention and required to resolved or addressed immediately.
Education
Diploma - Esthetician
Cortiva Institute
Pompano Beach, FL05-2014
High School Diploma -
Apopka High School
Apopka, FL07-2001
Skills
- Call center experience
- Escalation management
- Agent training
- Team leadership
- Performance evaluations
- Zendesk and Five9 proficient
- KPI proficiency
Accomplishments
Assisted in creating the guide articles with in Zendesk used for training new agents and continuing education articles which are used on a daily basis by all agents.
Collaborated with the client to rebuild the structure in which data is collected from the customer tickets, ensuring that the information entered on each ticket is accurate and efficiently captured so that is can be feed into individual KPI reports to assist in growing and strengthening the company.
Languages
English
Native or Bilingual
Timeline
Corporate Customer Service Representative
Global Response
11.2013 - Current
Diploma - Esthetician
Cortiva Institute
High School Diploma -
Apopka High School