Indira G. Barreto
About
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Atlántico, Colombia
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Résumé
Jobs
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Support AnalystIdeawareOct 2021 - Current (4 years 8 months)• Selecting the cases from the queue to work during the day prioritizing the cases that need a rapid response. • Labeling cases accordingly for better classification and identification. • Provide a prompt and effective response to customer's issue always trying to give the best resolution for their concern. • Analyzing complex cases thus providing the correct result for each scenario. • Processing refunds after determining that the request is valid. (Incorrect address, ride not taken, charged twice for same ride). • Correcting payments and/or processing fare corrections when requested (Incorrect tip amount, toll mistakenly added, ride ended early, ride ended after drop-off point, different fare charged vs fare agreed). • Reporting in- Team Manager.Teleperformance ColombiaMay 2020 - Jan 2021 (9 months)• Identify the behaviors that are affecting agent's performance and provide immediate coaching. • Informing the agents about their KPI's and Goals. • QA Monitoring agents to ensure Quality standards are being met according to client's requirements. • Supervision and control of the call center staff, as well as the compliance of the daily targets. • Create Excel reports to give visibility to the client of the daily operations results. • Analyze daily interactions to find trends that will help with the coaching sessions and the continuous improvement of the agent. • Maintain close communication with the client and inform of any anomaly that might be affecting the operation. • Comply with the TOPS activities keeping in mind the 80/20 r
- Retail Sales Associate.Starboard Cruise ServicesJan 2016 - Feb 2020 (4 years 2 months)• Ensure high levels of customer satisfaction through excellent sales service • Acknowledge and offer a welcoming greeting to the guest as they enter the store. • Achieve/exceed sales goals as outlined by the company. • Achieve/exceed promotional targets, including the Critical Success Factors, as outlined by the company. • Utilize add-on selling, cross-selling, and merchandise upgrading techniques to meet the guest's needs and maximize sales. • Assess customers' needs and help and information on product features. • Present merchandise with enthusiasm and assist in the selection by making recommendations to the guest. • "Go the extra mile" to drive sales. • Maintain in-stock and presentable condition assigned areas • Process POS (
- Forecasting & Scheduling. Reporting Team LeadBILATERALNov 2014 - Dec 2015 (1 year 2 months)• Working on employees Roster. • Calculating Call Center Metrics Historical Reports • Schedules assignments and other requests • Forecasting of the operation hours for the upcoming hours, days, weeks. • Work on Schedules and employee Matrix accordingly to the Client requirements. • Creation of reports to show the historical performance of the employees.
- WWorkforce LeadAug 2012 - Nov 2014 (2 years 4 months)• Establishing direct communication with Workforce informing of any issue and the functioning of operation. • Watching Call Center Metrics, such as Hold Time, ACD Time, AHT, Transfer Rate, Answer Rate, etc. to ensure a good performance of the operation. • Assist agents with their schedule changes, permission requests. • Forecasting of the operation hours for the upcoming hours, days, weeks. • Work on Schedules and employee Matrix accordingly to the Client requirements
- CCMS Real Time Analyst SupervisorDec 2009 - Jan 2012 (2 years 2 months)• Supervising CMS Team and make sure daily task are performed in a timely manner • Establishing direct communication with Workforce informing of any issue and the functioning of operation. • Watching Call Center Metrics, such as Hold Time, ACD Time, AHT, Transfer Rate, Answer Rate, etc. • Customer Service, assisting agent with their schedules, providing support to floor supervisors.
- SSupervisor/CRT SupervisorDec 2007 - Dec 2009 (2 years 1 month)• Supervising assigned team to ensure they are complying with metrics, • Making reports that showed agents improvement on daily basis. • Quality Monitoring agents and providing agents with feedback and coaching on the Internal and External QA Evaluations. • Walk the floor assisting agent's questions and doubts about procedures.
- TCustomer Service Representative.TracFone and Net10 Wireless.Sep 2007 - Dec 2007 (4 months)• Provide enough and relevant information about service provided to customer. • Show a positive and nice attitude when answering calls and always maintain composure. • Handle Customer and solve their questions and phone issues. • Follow Quality Assurance Definitions to provide the best customer service experience to callers.
- Tech Support/Customer Service.SITAJan 2005 - Jul 2005 (7 months)• Providing Customer Service and Tech Support to our companies. • Checking the proper functioning of systems to ensure a smooth operation and a quality service. • Making sure servers are up and running. Report any incident to the client in a timely manner. • Report any inconvenience with the routers and server to the client. • Provide Technical Support either remote or on-site. • Keep records of the daily activities and store them into system. • Computer and Office tasks.
Education
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- GGoogle Data Analytics Professional Certificate Google 2023Jan 2023 - Jun 2023 (6 months)
- Introduction to Lean Six Sigma and DMAICTeleperformance ColombiaMay 2020 - Jan 2021 (9 months)
- Supervisor Foundations Training.Teleperformance ColombiaMar 2020 - Jan 2021 (11 months)
- Yellow Belt Series.Teleperformance ColombiaMar 2020 - Jan 2021 (11 months)
- Supervisor TOPSTeleperformance ColombiaMar 2020 - Jan 2021 (11 months)
- Coaching using GROW model.Teleperformance ColombiaMar 2020 - Jan 2021 (11 months)
- STiffany & Co.Starboard Cruise Services LVMHAug 2017
- TThe Power of BlueJan 2017
- Starboard Cruise ServicesLVMHJan 2016 - Jan 2018 (2 years 1 month)
- Crowd Management (CMAT)Royal Caribbean InternationalJan 2016 - Feb 2020 (4 years 2 months)
- STWC Basic Safety Training (HBST)Royal Caribbean InternationalJan 2016 - Jan 2020 (4 years 1 month)
- TCMS and Workforce TrainingTracFone Wireless.Nov 2009 - Dec 2009 (2 months)
- TCUSTOMER RETENTION TEAM TRAINING (CRT TEAM)TracfoneAug 2008 - Sep 2008 (2 months)
- TLEADERSHIP DEVELOPMENT TRAININGTracFone Wireless.Jun 2008 - Jul 2008 (2 months)
- DDangerous Merchandise Redex Logísitica.Feb 2007
- English Advance Level AUDITING AND IT SYSTEMS SECURITY.Universidad Autónoma del Caribe.Feb 2003 - Jul 2003 (6 months)
- Systems Engineering/Computer ScienceUniversidad Autónoma del Caribe.Jan 2000 - Dec 2014 (15 years)