Francco Araquistain

Francco Araquistain Cisneros Customer Service Executive ㅡ Professional Profile Reparto Motastepe, Managua,Nicaragua (- / (- -www.linkedin.com/in/francco-araquistain Customer Service Executive with more than 12 years of experience in the BPO industry holding different positions throughout these 12 years including different Lines of business (customer service, sales, customer retention) also using different communication channels (chat, phone, email). Experience in personnel management and training in favor of continuous improvement. ㅡ Work Experience Real Estate Executive Assistant – Rocket Title Inc. (Nov 2021-Jan 2023) • • • • • • • • • Transaction coordination for a property on the Buyer and Seller side. Title work creation and follow-up. Lender and Mortgage follow-ups Project Management execution using ASANA as the main project management tool. Purchase/sell contract ratification. Property Inspection Schedule Inspection report follow-ups. Closing schedule and follows Property Maintenance Coordination and Follow-ups. Report Analyst - Myhealthangel.com (Jul 2021-Dec 2021) • • • • • Edition and Creation of reports of incoming and outgoing calls. Project management and Risk Assessment. Creation of own historical statistical reports for decision making. Documentation processing and data entry in databases. Presentation of ideas to improve performance and efficiency. Team Manager – Remitly (Feb 2019-Mar 2021) • • • • • • • • • • • • • Proactive participation in meetings aimed at creating new practices. Documentation processing and data entry in databases. Training and supervision of new additions to the workforce. Presentation of ideas to improve performance and efficiency. Collaboration with the management team to identify problems in the flow and propose solutions. Supervision and delegation of tasks in a team of [12] people. Management of payroll payments. Supervision of compliance with regulations required by the human resources department. Regular training on techniques for handling customers over the phone. Creation and planning of personalized action plans for continuous improvement of the service provided. Perform QA audits (24 Daily Quota) using Salesforce as the main tool. Provide Feedback on audits performed to ensure quality improvement. Data Analysis and report creation extracting data from Salesforce to feed agent historical data database for action planning creation. Team Manager – Ibex Nicaragua (Jun 2017-Feb 2019) • • • • • • • • • • Compliance with my short-term and long-term goals consistently. Proactive participation in meetings aimed at creating new practices. Presentation of ideas to improve performance and efficiency. Collaboration with the management team to identify problems in the flow and propose solutions. Supervision and delegation of tasks in a team of [15] people. Management of payroll payments. Supervision of compliance with regulations required by the human resources department. Regular training on techniques for handling customers over the phone. Creation and planning of personalized action plans for continuous improvement of the service provided. Create reports for clients including databases to feed Power BI and Tableau Platforms Team Manager – Sitel Nicaragua (Jul 2011-Jun 2017) • • • • • • • • • • Compliance with my short-term and long-term goals consistently. Create database reporting using tools like Microsoft Excel and google docs to attend WMR and MMR to manage the performance to the financial campaign Collaboration with the management team to identify problems in the flow and propose solutions. Supervision and delegation of tasks in a team of [15] people. Administrative task to ensure payroll and HR compliance. Work closely with the training and language department to knowledge and English proficiency to minimize the learning curve of the associates QA audits using different tools and Software to ensure quality improvement, provide feedback to associates and help in the personalized action plans creation and follow-up on a weekly basis QA audits quota of 80 audits minimum. Action plans creation on 30,60- and 90-days scales to ensure performance Power Rankings and Power BI reporting for performance management Sales Agent – Sitel Nicaragua (Jul 2010-Jun 2011) • • • • • • Compliance with my short term and long-term goals consistently. Customer service both by phone, by email and face to face. Sales with outgoing calls. Sales With Incoming Calls Fulfillment of daily, weekly and monthly goals. Adherence to work schedule. Sales Agent – Stream Global Services (Jul 2009-Jun 2010) • • • • • • Compliance with my short term and long-term goals consistently. Customer service both by phone, by email and face to face. Sales with outgoing calls. Sales With Incoming Calls Fulfillment of daily, weekly and monthly goals. Adherence to work schedule. ㅡ Education Managua University , System Engineering Jan 2001 – Aug 2006, Managua, Nicaragua. American Nicaraguan School, English Certification Jan 2003 – Mar 2006, Managua, Nicaragua. .Califonia State University, English Certification Jan 2003 – Mar 2006, Managua, Nicaragua language • • Spanish (Native) English (Advanced Level B1/B2) • • • • • • • • Customer Service Sales Data Entry Report Analysis Leadership Google and Microsoft packages management. Personel and Client management Software Management for CRM (Salesforce, Soho, etc.) • Lic. Alejandra Meza (Lawyer) Skills Personal References Tel: - • Lic. Maria Monzon (Operations Manager-Sitel Nicaragua) Tel: - • Lic. Ernesto Saldaña Robleto (Sales ManagerAgrocentro) Tel: -