Gretthel Suzette Giboulet Flores

Suzette Giboulet Flores Managua, Nicaragua OBJECTIVE *Develop acquired knowledge, targeted to a continuous and significant improvement at a personal and professional level, demonstrating the capabilities and skills I have obtained throughout my experience. *Obtain a rewarding position with opportunity for advancement in a competitive, performance-based setting company.. INFORMACION LABORAL ● Ibex Nic: Customer Service Back Office Team Manager Customer Service Back Office Team. Manager up to 17 HC for USA transportation company LYFT. LOB: Voice/Back Office chat: delivered high quality customer service coaching, action planning, admin tasks, root cause behavioral management, efficiency, customer satisfaction and agent satisfaction strategies, motivational and competitive environment, performance management. Grow coaching model. Strive for better and excellent CS quality to achieve clients expectations and goals with the best and people's first culture leadership skills. From Jul 2019 20 Dec 2019 ● Remitly INC.: Customer Protection Tier 2 Team Manager Customer Protection Service (Fraud Tier 2) Team Manager for Worldwide online money remittance service. LOB: Voice/Back Office chat: In charge of up to 32 CPT’s with coaching execution, data analytics, strategies development, action planning, product knowledge services and marketing, creation of all required actions to develop business opportunities at all levels to agents professional growing and fraud service level flawless execution. Direct operation related with Warehouse in Seattle USA. Constant communication with worldwide corridors for LATAM, USA and ASIA. Influential and strong leadership skills with excellent team work related planning and approach. People’s talent development program focused on constructive feedback based on each single agent’s qualities, skills and knowledge. Motivational environment activities focus all the time on human resources and people’s first culture to strive for integral and long-term metric results and first-class protection customers service. From Nov 2018 to 2019 ● Ibex Nic.: Customer Service Supervisor/Coach Customer service representative supervisor for number one worldwide online streaming application Netflix, LOB: Back office chat service/Voice. In charge of up to 17 chat CSR’s. Data analysis for action planning as well the supervision of metrics and operation compliance. Delivery of effective coaching for agent’s improvements and development based on agent’s skills and knowledge using performance management resources to strive for high quality service to customers and performance success. Leadership focused on people’s first, motivational environment oriented. In charge of client external communication for Tier 2 escalations with sync monthly meeting to study, analyze and find trends and behaviors agents and escalations struggles with to develop strategies to continue improvement. Development of communication skills and understanding of operations within a BPO Company, in addition constant usage of critical thinking and solving problems to deliver solutions in a timely manner. From Jan 2018 to Dec 2018 ● Sitel Nic.: Capital One Customer Service Coach/Senior Coach Cap One CORE Credit Card Dpt. Managed up to 17 CSRs. Development of strategies, set up proper and right motivational environment and Action Planning for CS representative based on knowledge and skills, using at all time performance management resources available to continuous improvement and target outstanding performance results, complying with client requirements and needs. Manage Metrics based on behavior management looking for all sources to help agents to improve. Team work with all departments involved to strive and maximize functionality with operations. Focus on people skills, coaching, motivating, monitoring and using all agent’s leadership skills, knowledge and technical skills to accomplish metrics, goals and an excellent work environment. Administration tasks, supervising attendance and extra motivational floor activities. As a senior coach I was able to replicate my personal success, sharing knowledge and leadership skills to other coaches for them to manage performance, strategies and people striving all the time for success and targeting all client’s requirements and goals. In charge of Sitel development training program for coaching strategies, flow and structure, helping and teaching coaches how to deliver an effective coaching based on behavior. Manage Metric Bay and First CS representative contact on coaching delivery. Analysis on data to be able to understand metrics and create necessary strategies and action planning to correct behaviors, trends, learning curves KPI’s, Tenure performance From Sep. 2014 to Jan 2018 ● Sitel Nic.: Capital One Customer Service Representative CS representative in which I could develop strategies to deliver high quality customer service, making sure we position the brand and making sure solution was always delivered to our customers. Through this experience I learned how to work effectively with superiors due to constant feedback and checkups of improvement, learned about finances market in the USA acquiring important and necessary experience to continue growing professionally. From Dic 2013 to Sep. 2014 ● Stream Sprint Customer Service/Sales Representative CS Sales representative for USA telecommunication company which I was able to learn sales foundation and fundamentals for sales based on knowing your customers needs and wants to be able to sale using high quality and first class customer service experience at the same time, mentoring new waves due to high performance, high sense of motivation and healthy completion in sales environment. From 2008 to 2010 ● Importaciones y Distribución Fabini S.A.: Director Comercial América Latina Client portfolio management and sub-distributors throughout Latin America, nurture and create excellent business relationships between the headquarters in the US and throughout the Latin sector development and increased sales in the sector. Responsible for: Inventory, rotations of the products of the two divisions of the company, food and medical division. Sales, care and strive to maintain and increase sales at national and international level, providing all the necessary equipment for this purpose. Imports, supervise and direct the process of customs clearance of goods. Staff management, supervision and distribution of labor and work, logistics operations in warehouses, staff in charge 32 people. EDUCATION ● 2004 - Licenciatura en Dirección de Negocios Universidad Latina Costa Rica. (4to año) Suzette Giboulet Flores Vistas del Momotombo Bloque 27 casa 5 - Managua, Nicaragua-Ced-C ● ● 2003 – Nivel 23 Ingles. Centro Cultural Costarricense Norteamericano. CCCN 2000- Curso Gerencial de Ventas y Desarrollo Empresarial Universidad Fidelitas Costa Rica. ● 1998- Bachiller Colegio La Asunción León Nicaragua. SKILLS AND CAPABILITIES ● ● ● ● ● ● ● ● ● ● ● Excellent English spoken, reading, comprehension and reading skills and knowledge. Centro Cultural Costarricense Norteamericano. Advanced Windows Microsoft XP, Home computer skills Leadership with “people first” culture Performance management based on data analytics. Team Work/Motivational-Relax Environment Action and Strategy Planning Excellent public and internal relationship Problem solving oriented Goal achiever Eager to learn for personal and professional growth Critical thinking and proactive mindset REFERENCES ● Furnished upon request