Caren Gomez

I am an organized woman with a Customer Service Representative experience for two years and as a Process Trainer / Supervisor experience for five years.

As a Customer Service Representative, I answered emails and calls pertaining to customers' inquiries regarding their post purchase concerns as well as escalations since I belong to the General Back Office Team. I was one of the Code Masters before where we handle calls from our customers who purchased particularly games. I became as on of the Subject Matter Experts and was able to handle a team. Then I was part of the Subject Matter Expert – Trainer where I trained newly-hired agents.

I was promoted as a Process Trainer / Supervisor where I developed and delivered training modules under specified timelines. Managed training class and interdepartmental communication and coordination. Understood the process training for one or more verticals. Managed databases – batch list, scores of agents, etc. Assessed performance of trainees and checked tests. Interacted with clients. Documented training modules, etc. Mentored trainees effectively. Kept oneself and ensured one’s team is updated, aware of, and compliant to all company policies and procedures which include Information Security Management Systems. Ensured that all company information which includes customer information are kept confidential and secured.