Franniel Abreu Bilingual Representative (Support, Care, Success, Sales,

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QUALITY ANALYST SPECIALIST

Latino Advisors Of America

Aug 2024 - Current (1 year 9 months)

As a Quality Analyst Specialist, I was responsible for ensuring that all departments adhered to quality assurance guidelines and performed their tasks effectively. This involved conducting thorough evaluations and assessments of processes to maintain high standards. Additionally, I had full access to the company database, which was essential for monitoring performance metrics and ensuring confidentiality in handling sensitive information. My role also required me to send regular email updates to my manager regarding my activities and findings, facilitating clear communication within the team. Furthermore, I listened to calls from agents to verify compliance with QA guidelines, ensuring that our service quality met the established benchmarks

BACK UP TRAINER

Ultra Mobile, Mint Mobile

Aug 2023 - Aug 2024 (1 year 1 month)

As a Back Up Trainer, I was responsible for delivering training sessions and supporting new employees in their onboarding process. My role involved creating training materials and ensuring that all participants were equipped with the necessary skills to succeed in their positions. Additionally, I managed administrative tasks, which included accessing and updating the company database with information about new personnel, ensuring that records were accurate and up-to-date. This administrative responsibility was crucial in maintaining the integrity of our training programs and facilitating smooth transitions for new team members.

CUSTOMER SERVICE AGENT

Ultra Mobile, Mint Mobile

Nov 2021 - Jun 2023 (1 year 8 months)

I started as a Livechat representative for the telephone company Mint Mobile, in this role I was in charge of solving the customer's issues related to any service or account problems. A few months later, I was moved to the Customer Care Representative position for Ultra Mobile, a partner company of Mint, where I performed similar responsibilities in both positions. This included: - Handle Payments - Go through troubleshooting steps when needed - Provide general Information - Escalate difficult cases to the corresponding department - Track Orders - Provide General Information Additionally, I adhered to strict confidentiality policies regarding customer accounts and company procedures, ensuring that sensitive information was protected while

TELEPHONE SALES REPRESENTATIVE

CLARO

Jan 2021 - Jan 2023 (2 years 1 month)

I worked as a Sales Representative for a B2B campaign with Claro Puerto Rico, one of the largest telecommunications companies in Latin America. The position was focused entirely on remote sales, where I contacted business clients by phone to promote and sell Claro’s products and services. Additionally, I maintained a high level of confidentiality regarding customer accounts, as it was essential for validating sales and ensuring customer trust. This commitment to confidentiality not only facilitated successful transactions but also reinforced the integrity of the sales process, allowing me to build strong relationships with clients.

DATA ANALYST

Forward Financing

Dec 2020 - Aug 2021 (9 months)

As a Data Analyst, I was responsible for identifying fake documents and approving orders, ensuring accuracy in data entry while utilizing tools such as Google Maps and Outlook. My role required a keen attention to detail and the ability to manage sensitive information effectively. Additionally, I maintained confidentiality while handling business documents, verifying their authenticity to protect the integrity of the data and the businesses. This emphasis on confidentiality and document management was crucial in upholding the trust and security of the information processed. Furthermore, I utilized CRM (Customer Relationship Management) systems to streamline the handling of customer documents, reflecting the industry's reliance on such tools

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SALES AND ADVERTISING COORDINATOR

MARKETING CENTER (MARKETING AGENCY)

Jun 2019 - Aug 2020 (1 year 3 months)

In this role, I was in charge of manage virtual ads for dominican products (Perfumes, watches and other merchandise), this while managing active marketing campaigns.

Franniel Abreu

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