Adriana Cepeda

Adriana Cepeda  new_releases

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Quality & Account Management
Antioquia, Colombia
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Résumé

Jobs verified_user 0% verified
  • P
    Appointment Setter
    Practice Growth Management
    Oct 2022 - Current (3 years 8 months)
  • Lean Tech
    Account Manager
    Lean Tech
    Apr 2022 - Aug 2022 (5 months)
  • Lean Solutions Group
    Quality Coordinator for Lean Sales
    Lean Solutions Group
    Jan 2021 - Apr 2022 (1 year 4 months)
    - Lean Solutions Group is a nearshore service provider that focuses on expanding and enhancing your business. - Our wide offering ranges from staffing to technology, marketing, and sales services. - Lean Sales is a division of Lean Solutions Group, a pioneer in Nearshore staffing services. Our sole focus is to accelerate your revenue growth by providing the best-in-class sales solutions for your organization.
  • Quantica BPO
    Operations Supervisor
    Quantica BPO
    May 2020 - Dec 2020 (8 months)
  • Teleperformance Spain
    Quality Lead
    Teleperformance Spain
    Dec 2019 - Apr 2020 (5 months)
  • Jumio Corporation
    Shift Team Lead
    Jumio Corporation
    Jun 2018 - Nov 2019 (1 year 6 months)
    - Creating an inspiring team environment with an open communication culture - Setting clear team goals - Delegating tasks and set deadlines for my internal team - Coach and follow up to meet and exceed KPI goals - Monitor team performance and report on metrics - Motivate team members - Discover training needs and provide coaching - Listen to team members’ feedback and resolve any issues or conflicts - Recognize high performance and reward accomplishments - Encourage creativity and risk-taking - Suggest and organize team building activities
  • M
    Customer Relations Representative
    MyNuvola.com
    May 2016 - Jun 2017 (1 year 2 months)
    - Maintain up-to-date knowledge of product and service changes. - Solve unresolved customer issues. - Maintained accurate records of past due customer account activity. • Followed-through on all critical accounts to increase customer retention rates. • Trained staff on operating procedures and company services. • Developed highly empathetic client relationships and earned a reputation for exceeding service standard goals. • Managed a wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently. • Schedule and conduct training for new and existing clients when required (virtually or physically). • Oversee all channels of communication with potential or current clients (Phone, Chat, web page re
  • M
    Product Specialist
    MyNuvola.com
    Feb 2016 - Apr 2016 (3 months)
    - Administrated, updated and organized potential customers data base. - Created and sent e-mail campaigns to promote products and services. - Contacted potential customers via phone or e-mail to schedule a virtual demo of the product. • Developed improvement strategies based on marketing strategies and trends. • Proposed ideas on how to approach customers in a most effective way. • Educated customers about the brand to incite excitement about the company’s mission and values. • Shared best practices for sales and customer service with other team members to help improve indicators. • Determined customer needs by asking relevant questions and listening actively to the responses.
  • METROTEL
    Quality Analyst
    METROTEL
    Feb 2015 - Feb 2016 (1 year 1 month)
    - Monitored and evaluated Call Center Agents interactions with customers over the phone to ensure company policies and customer service standards were met. - Provided feedback to Call Center Agents regarding their performance and improvement areas. - Participated on new hires induction and training, providing information about quality evaluations & product knowledge in a fun and dynamic way. • Prepared pre-shift meetings on a daily basis to inform about general areas of improvement, procedure changes or any relevant information that needed to be disclosed to call center agents. • Assumed Team Manager Role when needed, overseeing the team during production hours and ensuring KPIs were met. • Planned engagement activities for the agents relat
  • Sykes
    Team Manager
    Sykes
    Jan 2014 - Jun 2014 (6 months)
    - Managed a team of Hardware Engineers, overseeing day-to-day activities and providing guidance to each team member. - Provided feedback and Performance Improvement Plans for all team members, continuously and periodically. - Attended calibration sessions to actively participate on QA assessments from my team members. • Ensure client contractual requests (Such as KPIs and company policies) were met by myself and all members of my team. • Assumed manager on duty role when required and/or scheduled by the Operations Manager. • Established targets, implemented guidelines, and assisted with any issues the employees may have. • Strategically scheduled team members to maintain optimal staffing levels at all times. • Communicated clear expectation
  • Sutherland Global Services
    Quality Coordinator
    Sutherland Global Services
    Oct 2010 - Nov 2013 (3 years 2 months)
    - Managed a team of Quality Analysts for all different lines of business, overseeing day-to-day activities and providing guidance to each team member. - Conducted calibration & evaluation to ensure accuracy on scoring criteria. - Established targets, implemented guidelines, and assisted with any issues the employees may have. • Strategically scheduled team members to maintain optimal staffing levels at all times. • Actively pursued personal learning and development opportunities. • Worked with the management team to implement the proper division of responsibilities. • Recognized and rewarded outstanding work performance to cultivate a positive and collaborative customer service culture. • Communicated clear expectations and goals to each te
  • BILATERAL
    Agente
    BILATERAL
    Mar 2010 - Oct 2010 (8 months)
    - Provided information to callers about services and prices from a pre-paid cell phone company in the U.S. - Processed credit/debit card purchases over the phone. - Provided basic tech support to clients. Achieved company established KPIs (Average handling time, sold tickets, shift adherence and other)
  • Transcom
    Bilingual Call Center Representative
    Transcom
    Nov 2008 - Dec 2009 (1 year 2 months)
    - Answered customer telephone calls promptly and in an appropriate manner. - Provided information about fares & schedules from a bus transportation company to customers within the U.S. and Mexico. - Resolved all customer complaints in a professional manner while prioritizing customer satisfaction. • Promoted offers and ticket purchasing in all incoming calls. • Processed credit/debit card purchases over the phone. • Handled and registered lost baggage complaints. • Achieved company established KPIs (Average handling time, sold tickets, shift adherence and others)
  • G
    Asesor Call Center
    Gases del Caribe S.A. ESP
    Jan 2007 - Jan 2008 (1 year 1 month)
    - Provided customers with billing and service-related information over the phone. - Received and addressed report emergencies via phone, while providing safety recommendations. - Achieved company assigned KPIs. - Alerted customers to upcoming sales events and promotions.
Education verified_user 0% verified
  • Universidad del Atlántico
    Abogado, Derecho
    Universidad del Atlántico
    Jan 2005 - Jan 2007 (2 years 1 month)
  • Universidad Autónoma del Caribe
    Comunicadora Social - Periodista, Ciencias sociales
    Universidad Autónoma del Caribe
    Jan 2004 - Jan 2009 (5 years 1 month)