STEVEN SAÚL GONZÁLEZ MORERA

Responsible for providing customer’s support at complex queues in phone calls, chats and e-mails of different specialties and queues. Focusing on soft skills and strong communication styles. I participated in various projects, such as,

• Revision and improvement of customer service policies.
• Testing of new tools by reporting bugs.
• Mentoring of new hires and bottom performers, helping them achieve their metrics weekly.

Assigned to a team of CS associates, and my main objective was to support the team manager with data mining and proposing activities to improve or maintain the team in good performance by focusing on helping the bottom performers. On this role I,

• Helped the team to achieve the KPI goals week over week during my time in this assignment.
• Developed my ability to communicate effectively with a group of people and learnt to work as a part of a team.

• Responsible for performing dive deep analysis of data to determine root causes of the issues that affect customers in different metrics and KPIs.
• Generate reports with insights based on the results of the data mining.
• Review content to identify the need for updates, removal, or new content generation. Based on these changes, I created informative Flyers and emails to refresh or inform specific information.
• Give support through tickets with specific inquiries or mining requests that different stakeholders had.
• Communicate effectively with stakeholders regarding topics of interest when there is an issue that is affecting both ends.

During this time, I have acted as a lead:

• In charge of distributing tasks within the team based on the workload and prioritization.
• Diving deep to understand stakeholder requests from the root cause based on excel data reports and distribute the effort accordingly.
• Support team members in their opportunity areas, building a proper action plan to help them to improve their performance in the role.
• Leading calibration sessions within the team to ensure the quality of our team deliverables.
• Holding Stakeholders meetings to escalate quality defects proactively by understanding the root cause and the impact.
• Coordinating and running tasks with other QA Specialist at European level.
• Reviewing and providing feedback of reports done by the direct reports.