María Victoria Jaramillo  new_releases

MARIA VICTORIA JARAMILLO BARRERA Date of birth: February 12th 1985 C.C 53.001.570 Calle 144 # 45 - 34 Phone Number: 3196229751 Email address: toyitajaramillo@gmail.com Marital Status: Single Skype: maria.victoria.jaramillo.barrera US Visa B1-B2 Available PROFESSIONAL PROFILE • Excellent team worker with leading skills. Able to lead 40+ people team reaching the aggressive KPIs (Key performance indicators). • Responsible with the assigned tasks. Very punctual. • Native English level • Positive working attitude, • Ability to learn quickly. RELATED WORK EXPERIENCE ONELINK Operations Coordinator January 2020 – March 2020 • Recruit agents and staff. • Launch the Retentions Line of service. • Develop supervisors for effective coaching and Smart action plans • Present daily stats to the client Century Link • Create and execute action plans for improvement and to motivate the team • Implement training and support strategies during Covid-19 contingency • Responsible for the KPIs target’s accomplishment • Attend QA calibrations 3 times a week • Host client during visits • Run reports and present stats to upper management • In charge of 3 supervisors and 60 agents • Report and review payroll Immediate Boss: Ledy Cerchiaro +573226763251 CALLZILLA Operations Manager July 2019 – January 2020 • Responsible of the achievement of the KPIs • Client services for 7 different accounts • In charge of 8 supervisors 40+ agents • Run Reports • Present WBR, MBR and QBR with the client and with upper management at the call center. • Create and execute action plans for improvement and to motivate the team. • Develop the team. • Request forecast and staffing planning to Workforce. • Payroll • Invoices (Weekly, bi-weekly and montlhy) • Interviewing and recruiting agents and Supervisors. • Responsible to grow the campaigns and hire more agents. • Present Headcount proposals. • Launching new accounts (setting everything up with IT, training, QA and WFM). Immediate Boss: Mauricio Nova +57 316 2494953 JOB AND TALENT for Callzilla Program Manager Febrero 2019 – July 2019 • Responsible of the achievement of the KPIs • Client services for 3 different accounts • In charge of 8 supervisors 40+ agents • Run Reports • Present WBR, MBR and QBR with the client and with upper management at the call center. • Create and execute action plans for improvement and to motivate the team. • Develop the team. • Request forecast and staffing planning to Workforce. • Payroll • Invoices (Weekly, bi-weekly and montlhy) • Interviewing and recruiting agents and Supervisors. • Responsible to grow the campaigns and hire more agents. • Present Headcount proposals. • Launching new accounts (setting everything up with IT, training, QA and WFM). Immediate Boss: Mauricio Nova +57 316 2494953 TELEPERFORMANCE Security Controls Analyst Panamerican Market May 2018 – Nov 2018 • Attend to Corporate security risk assessments and calls to determine risks and generate action plans to mitigate the risks. • Train operations in Security controls • Follow up and make sure Operations comply with all Corporate Security Controls. Immediate Boss: Ada Cepeda 3002831022 TELEPERFORMANCE Assistant Call Center Manager Gol December 2017 – May 2018 Main Responsibilities : • Assist the Call Center Manager on his daily tasks • Create Action Plans for the supervisors to be able to achieve and exceed their goals. • Develop supervisors´skills for them to be able to grow within the Company. • Provide supervisors with coaching and time management techniques. • Guarantee supervisors comply with their monitorings, feedback and coaching sessions on a daily basis. • Request new waves when approved by the Client and CCM and when required by them. • Daily Supervisors meetings to discuss KPIs and determine that day´s work Flow. • Interview applicants. • Report to our Client and participate on meetings. • Train operations in security Controls. • Follow up on operations for them to comply with all controls. • Train Supervisors, WorkForce Team, Assistant Call Center Managers and Operation Managers in all reports. • Run reports to identify risks, frauds and anomalies within the operation. • Run meetings for the Brazilian In House Client and create action plans with them. Immediate Boss: Luiz Donda 3214389041 SITEL DE COLOMBIA Coach April 2017– December 2017 Main Responsibilities : • High Quality Customer service For Lyft in the U.S. • Resolve technical issues. • Coaching and agents development. • Reach client’s required KPIs. • Provide coaching and feedback to the team at least once per week. • Create action plans to guarantee improvement by agents. • Motivate agents by different activities and contests, creating the Budget and expenses report required for it. • Guarantee agents followed their schedules. • Answer escalation chats and calls when customer required to speak with a supervisor, and provide a solution. • Participate on calibration sessions and WBR, QBR, MBR with our client Lyft. Immediate Boss: Julian Florez 3125687691 CONDUENT ML COLOMBIA Team Leader Groupon US September 2016 - April 2017 Main Responsibilities: • Reach client’s required KPIs. • Provide coaching and feedback to the team at least once per week. • Create action plans to guarantee improvement by agents. • Motivate agents by different activities and contests, creating the Budget and expenses report required for it. • Participate on calibration sessions and WBR, QBR, MBR with our client Groupon. • Guarantee agents followed their schedules. • Answer escalation chats and calls when customer required to speak with a supervisor, and provide a solution. Best supervisor for 3 months in a row. Immediate Boss: Marcela Martinez 3112146766 GSGlobales By Scotiabank Action Team - Customer Service Officer October 2014 - September 2016 Main Responsibilities: • Advise and enroll canadian customers to the purchase financing product with Scotiabank. • Able to solve client complaints and handle the customer satisfaction, Communicate with branches to resolve issues and reduce customer's effort; hold removals, account maintenance. • Follow the Bank Card Security, Money laundry prevention and account authentication policies. • Show appreciation and calm angry customers by acknowledging their problem and present different solutions for them to stay with us. • Perform money transfers within bank accounts, western Union; bill payments, Provide account balance, transaction details; credit cards and Lines of credit information such as due dates, minimum payments, interest breakups, etc. Immediate Boss: Manuel Cabarcas 3057035495 SITEL S.A Agent for US telecommunication operator COMCAST and Assurance Wireless Mentor Coach/ Supervisor August 2010 - August 2014 Latest position Bilingual (English) Coach/ Supervisor; Customer service, technical support for clients of the United States. Main Responsibilities: • Guarantee an outstanding performance of my team looking forward to reach the goals required by the Client. • Follow procedures and apply policies to guarantee excellent results. • Be up-to-date with any information, training / course to be able to share with the associates. • Be able to make the improved action plans for better metrics / KPIs, attendance, adherence • Monitor calls to guarantee the customer satisfaction and company’s benefit. Achievements: • Implemented sales strategies to sell TV, Internet and Phone service. 200 new clients in 1 week. (average 100 per week) • Created action plans to help agents provide better customer service to improve Quality. (5 new plans was quoted in the whole department) • Trained 50 agents with no experience in customer service, sales, and the technical support getting outstanding results on their performance. Immediate Boss: Jonathan Espinoza, Phone number 301 7842620 INMOBILIARIA BOGOTA Real Estate Broker 2008-2010 Main Responsibilities • Finding properties and persuade the Owner to let us sell their properties. • Sales and Marketing Manager. • Closure Expert. Immediate Boss: Sonia Romero, Phone number 313 4186961 MARCALI S.A Used Vehicles Sales Person 2006- 2007 Phone number: 3275000 Immediate Boss: Fabio Talero FELLOWSHIPS AND AWARDS • 1 st Prize Singing contest La Presentacion School, Song: Je l’ aime a mourir. • Inmobiliaria Bogota, Prize: Honorific Mention for monthly sales over $350 million pesos. • 2nd Prize Sitel S.A Manager Apprentice Position Contest. • Excellence Club Sitel June 2017. Best performance. STUDIES COLEGIO DE LA PRESENTACIÓN - Santa Marta Academic Baccalaureate with emphasis in humanities 2001 TALLER 5 CENTRO DE DISEÑO - Bogotá VI Semester Fashion Design Taller 5 UNIVERSIDAD MILITAR NUEVA GRANADA – Bogotá II Semester International Relations and Political Studies (Stand By) OTHER STUDIES • Feedback, Coaching and Action Plan Certification SITEL • Revolving credit Training. Scotiabank June 2016. REFERENCES Jose Alfonso Supervisor KM2 Phone Number: 3102909016 Ada Cepeda Operations Security Manager Teleperformance Phone Number: 3003245782 Ledy Cerchiaro 3226763251