Andrea Raquel Ulloa Bonilla

My first work experience was on sales, I basically managed outbound calls and sell products to the buyers, and I learned how to convience people and change their mind about a product. Then I worked as a customer service representative and I developed my customer service skills like active listening, problem solving, being empathetic, first time resolution, customer appreciation, and set proper expectations to the customers. Then I worked as a collector which is a totally different role but always with a little bit of customer service. Here I developed negotiation, retention, and persistence skills. Afterwards, I started a new job as a back office agent and I was able to upgrade position to a floor supervisor in which I developed different types of skills like staff supervision, management, and retention. I was in charge of codifying payroll cycles and bonuses, and providing the appropriate feedback and coaching to agents which includes doing remote monitoring, side by side, role play scenarions, fast balls/quiz, self tape and model tape, and live monitoring. I was required to control the absenteeism and connectivity of 15 to 20 agents to make sure they achieve daily and monthly hours.