Career expertise: Staff Development, Recruiting, Applicant Screening, Project Management,
Performance Reviews, Staff Training, Improvement Plans, Customer Service, Conflict Resolution
Financial Management, Office Management, File / Data Management
Bilingual, English and Spanish.
Startek, Denver, CO
Linden Lab project. (Virtual) Present
Chat, phone as well as in world support for Linden Lab/Second Life project. This is a unique position combining Customer Service with Billing and Tech Support. The uniqueness of this project is that interactions are done inside a virtual world with a high level of Corporate and Tech savvy customers from all over the globe.
Alpine Access, Denver, CO
Bilingual Collections Team Supervisor (Virtual), 02/2008- 03/2010
Supervised team of 30 agents to ensure proper customer service, client interaction, and that company protocols were followed to deliver seamless experience; used technology tools to effectively manage team members through Instant Messaging, Chat rooms, Adobe Connect Rooms, as well as telephone coaching sessions. Calmed down escalated situations and resolved client issues by mentoring team of 11 direct reports to achieve higher level of performance. Identified potential new employees through usage of Flex Recruiting Program, sought talented prospective team members championing customer-first mentality to promote a high-quality service atmosphere through fast paced full cycle recruiting.
1800 Flowers, Carle Place, NY
Real-Time Operations Manager (Virtual), 04/2007 02/2008
Monitored schedules and performance levels of sales agents, professional development, instruction and support. cultivating service excellence through intensive training.
West Island Excursions, Rincon, PR
Delivered customer service to clients, providing immediate welcome upon arrival, and ensuring that all aspects of excursions were prepared in advance to provide enjoyable, quality experiences to passengers.
St. Regis Hotel, Aspen, CO
PBX operator, Front Desk Clerk, Front Drive Supervisor, 05/2002 04/2003
Progressively promoted to front line supervisory role. Ensured 100% customer satisfaction, responding immediately to customer inquiries, comments or concerns. Elevated urgent issues to attention of senior management.
Southern Staffing Co. San Juan, PR
Recruiting Supervisor, 06/1996 03/2002
Oversaw hiring and training of recruits in hospitality field, providing screening services to meet hotel and restaurant client hiring needs. Performed all functions of human resources including recruiting, screening, interviewing and hiring candidates. Conducted due diligence on applicants to ensure prospective employees met company criteria; arranged for drug tests as well as background checks.
EDUCATION | TRAINING
Eastern Oregon University La Grande, OR
Program coursework in Liberal Arts/General Studies