Viviana Maria Vethencourt
Download
Recommend
Messages
Share
V

Viviana Maria Vethencourt

About

Detail

Servicio al cliente

Timeline

school
Education

Résumé

Jobs verified_user 0% verified
  • 2
    Customer Service Representative II
    24/7 INTOUCH COLOMBIA
    As a customer representative II I was in charge of helping other agents get to the proper resolution according to the campaign's guidelines, guide them through different processes, using different tools that allowed more access to provide an extra mile when providing a resolution and taking supervisor/manager calls. Besides taking calls, I was also taking care of back office work.
  • 2
    Team Lead & Trainer
    24/7 INTOUCH COLOMBIA
    As a team lead I had from 15 to 18 agents reporting directly to me. I had to develop them according to the campaign's and company's guidelines, ensure KPIs were met and provide balance between our agents and the campaign's needs. During this time I would focus on team motivation and group effort to ensure targets were met but also that my agents felt at ease and that they were provided with all the tools needed to meet the expectations. As a trainer I had to provide training to new and existing employees, develop and deliver training plans, Develop and utilize a variety of creative teaching techniques, Develop and administer knowledge assessment testing, Stay informed of current client products and services and develop and motivate new agen
  • 2
    Senior Team Lead
    24/7 INTOUCH COLOMBIA
    As a Senior Team Lead I had to provide supervision to Customer Service Representatives (CSR) and Team Leads, ensuring proper training, support and customer service is delivered. In order to do this I promoted professional and personal development by having a clear understanding of the people I worked with. I also had to negotiate and mediate with customers or CSRs when required to resolve issues and meet expectations, also making sure everyone in the campaign maintained knowledge of client philosophy and service processes to ensure quality customer service. During this period I interviewed, selected, trained and facilitated onboarding for new team members, and performed data analysis and manage performance
  • 2
    Operations Manager
    24/7 INTOUCH COLOMBIA
    As an Operations Manager I had to manage and supervise teams and team leads to ensure a great work environment but also that everyone had the necessary tools to meet the company's expectations and of course, the client's expectations. In order to do this I had open communication with the client and departments such as Workforce Management, HR, IT and every support team to resolve issues and achieve desired outcomes. Also, I was in charge of analyzing various reports and statistical data to measure production levels and identify root causes for underperforming areas and ensure proficient training, professional development and employee engagement, performance and partner success
  • Callzilla
    Operations Manager
    Callzilla
    Know the detail of the products or services of the assigned program(s), Consolidation of headcount and ver ify compliance, Follow up absenteeism, fill out and follow up the Score Card of the assigned program, Generate and propose initiatives to improve KPIs, work as a team with Training, Quality, workforce and Human resources. Plan and guarantee the fulfillment of the program's objectives. Fenerate invoicing for assigned program(s), Review and approve payroll updates. Plan and ensure profitability of assigned program(s), Project staffing needs for assigned program(s), make request to Human Resources process and participate in the selection process. Follow up on the development of the personnel in charge and request the necessary t raining t
  • 2
    Customer Service Representative
    24/7 INTOUCH COLOMBIA
    As a customer representative I had to provide outstanding service to every customer through phone calls ensuring timely resolutions that were aligned to the campaign's needs, culture and guidelines.
  • A
    Appointment Setter and Recruiting agent
    As an Appointment Setter I schedule consultations between sales staff and prospective clients dur ing a cold call ensur ing important meetings are booked for the sales team. While being an appointment setter I was asked to join the recruitment team to contact candidates after reviewing thei r previous exper ience and help them move forward to a second interview while making sure I generate rapport and engage with them since I am the fi rst contact they have with the company.
Education verified_user 0% verified
  • E
    management and administration.
    Escuela Gastronómica Mariano Moreno
    Jan 2013 - Jan 2014 (1 year 1 month)
  • I
    Gastronomy and Gastronomic Administration.
    Idasi Institute
    Jan 2009 - Jan 2011 (2 years 1 month)
  • S
    AQA Baccalaureate
    School Los Campitos International
    Jan 1993 - Jan 2008 (15 years 1 month)