KARLA
LANGUASCO
Team Leader
INFO
PROFILE
PHONE
wood team ,orker ,itp 3 Gears exDerience ,orking as a TrainerQ Team
Leader and b analGstJ
1 -
EMAIL-
EMPLOYMENT HISTORY
SKILLS
Team Leader, Acquire BPO
Aanto yomingo
0an 2—19 • 0un 2—2—
Microsoft Excel
Microsoft OfSce Auite
bdoPe hpotospoD
yigital hpotograDpG
v hrojide guidance and direction to mG team for tpe DurDose of
acpiejing tpe goal set.
v herform ejaluations regularlG PG monitoring and cpecking tpe qoP
done for CualitG assurance.
v Ronduct coacping sessions and feedPacks to imDroje indijidual
and team Derformance
v ’esDonsiPle of trackingQ uDdating and maintaining accurate
Derformance reDorts and scorecards of agents and team.
v Ensure teamIs sGstemsQ tools and eCuiDment are ,orking in order.
v Fn cparge of Drojiding accurate information from oDerations to
management.
v Aend a reDort dailG PG tpe end of daG informing and descriPing
,pat pas Peen done during tpe spiftQ including accomDlisped and
Dending tasksQ team attendanceQ cpallenges encountered and its
resolutionQ
Trainer, Acquire BPO
Aanto yomingo
Oct 2—18 • yec 2—18
v Ronduct training for ne, agents.
v hrojide ,eeklG assessments for actije agents.
v herform ,orkspoDs ,pen needed to cojer areas of oDDortunities
of tpe teamQ sucp as leaderspiDQ effectije coacpingQ team ,orkQ etc.
Customer Service Agent, Great Virtual
Works
Aanto yomingo
WeP 2—17 • Oct 2—18
v hrojide Rustomer assistance for consumers of wreat pealtp zorks
Droducts.
v herform actije listening and emDatpG to address tpe customer
concern.
v FdentifG ,pat issues need to Pe escalated for more sDecialiKed
assistance.
v NeeD uD to date ,itp tpe Droducts information and comDanG
Dolicies to Drojide effectije assistance to tpe customer.
v hut in Dractice customer serjices soft skills to Drojide an excellent
customer exDerience sucp asQ actije listeningQ emDatpGQ effectije
communicationQ con6ict resolutionQ time managingQ etc
v 4ajigate tprougp different sGstems to address tpe customer issue
or reCuest.
Customer Service Agent, Call Center Pro
Aanto yomingo
Oct 2—1V • WeP 2—17
v bssist online customers of a clotping store.
v Make sure to Drojide an excellent customer serjice to tpe PuGers
PG facilitating tpeir spoDDing exDerience.
v AtaG uD to date ,itp tpe Droducts informationQ ne, releases and
offers so tpe customer can take adjantage of tpem.
v hrojide tracking information of tpe Dackages in transit and take
action to delijer it on time ,pen identifGing a risk Jof delaGing or
otper encountered issue.
Customer Service - up sales Agent and yoor
support, Convergbs
Aanto yomingo
Oct 2—1 • 4oj 2—1V
v hrojide assistance to tpe customer in regards of tpeir internet
and T serjicesQ including Pilling informationQ DaGmentQ Dackages
serjices actualiKationQ contract rene,ing and uD-sales.
v RomDlG ,itp tpe call 6o, steD PG steD to ensure a good customer
serjice exDerience and a Srst call resolution
v bs a 6oor suDDortQ address all tpe ne, agents concerns
v herform end of daG rejie, ,itp tpe team.
Responsifle oD zocumentation center
oD Peace Culture Drom a non proht
organióation , Casa Afierta
Aanto yomingo
AeD 2—11 • AeD 2—1
v ’esDonsiPle for tpe management of a documentation center ,itp
toDics Pased on heace cultureQ puman rigptsQ cpildren rigptsQ
gender DersDectijeQ addictionsQ educationQ etc.
v Fn cparge of tpe acCuisition of tpe ne, uDdated material.
v hlan and realiKe DlaGful and educational actijities for different
DuPlic target sucp as cpildrenQ Darents and teenagers.
v hrojide assistance to tpe users tpat jisits tpe center
v Managing tpe Drogram tpat gatperQ organiKe and classifG all tpe
material included in tpe center
EzUCATION
Advertisement, Universidad Autonoma de
Santo zomingo
Aanto yomingo
0an 2——3 • 0ul 2——9
yegree in bdjertisement mention creatijitG and management
REFERENCES
T ara G meó
Aocial zorker
829-5 V-151V
Mario ze Los Santos
ODeration Manager
829 —9—555
