Indira G. Barreto

Support Analyst

Ideaware

Oct 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 Colombia

May 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

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Retail Sales Associate.

Royal Caribbean International – Starboard Cruise Services LVMH

Jan 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 Lead

BILATERAL

Nov 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.

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Workforce Lead

Aug 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

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CMS Real Time Analyst Supervisor

Dec 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.

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Supervisor/CRT Supervisor

Dec 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.

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Customer 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.

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Operations Analyst.

Redex Logistica.

Nov 2006 - May 2007 (7 months)

• Planning of the pick-up and delivery routes. • Offering telephonic customer service to all customers seeking for package tacking information. • Checking Tracking Guides to ensure they were properly delivered and store them in system. • Make sure all undelivered packages were safely store and ready to be shipped/delivered next day.

Tech Support/Customer Service.

SITA

Jan 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.

Indira G. Barreto

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