Kenia Potosme

Kenia Potosme López CEL: - ■ Address: Residencial Mayales C 358, Las Jaguitas, Esquipulas - Managua, Nicaragua EMAIL:-Skype:-Estado Civil: Soltero EDUCATION February 2010 – September 2010 Ave Maria University Managua, Nicaragua. English Advance Level January 2003 – January 2008 UNAN-POLISAL Managua, Nicaragua. Bachelor Degree – Biotechnical Lab March 2003 – March 2004 Academia de Ciencias Comerciales Masaya, Nicaragua Executive Secretary – Technical HABILITIES               Excellent verbal and written communication skills in both English and Spanish Languages. Appointment setter skills. Attentive to details. Ability to manage unit personnel by allocating work and providing input in decisions making regarding employment, performance appraisals, training, and development. Coordinate and monitor the daily workflow to ensure all operational functions are performed on an efficient, timely basis and with high levels of quality and performance standards. Liaisons with other departments to supply information, investigate, and resolved customer challenges. Review current operating methods and assist in the planning and implementation of new projects and procedures. Sense of urgency to prioritize assignments, follow-up ensure task completion and manage multiple projects. Ability to make quick, accurate, and appropriate decisions. Proven success in motivation and leadership. Creates and maintains a healthy and productive environment for all associates, guaranteeing fair, consistent, equitable treatment in a safe environment, operating efficiently and balancing costs and quality performance. Nurtures client relations and uncovers opportunities for additional client support. Significantly contributes to the growth and excellent reputation of the organization. Proficient in MS Office software packages (Word, Excel, Power Point, and Outlook). EXPERIENCE      Four months as a Team Manager for one of the most prestigious BPO supporting one of the biggest worldwide company. Four months as an independent contraction and Appointment setter agent for a Real State Company. Two years working as a Team Lead for the email and chat department, managing team performance and creating action plans to improve metrics and behaviors. Completing daily/weekly/monthly audits and delivering efficient feedback. Creating an environment of collaboration where everyone fells welcome and attractive to work. Three months working as a retention independent contractor. Using policies and programs to keep customers’ loyalty. Three years working as Sr. Team Lead of 15 – 20 associates, managing team performance, creating productivity improvement plans, setting weekly/monthly goals, following up on time management software (Kronos, Blue Punking, IEX), completing random audits to ensure execution of plans and attainability. Leading 5 – 8 Team Leads to ensure processes are followed and implemented accordingly. Allocation of task and follow up to ensure high standards of quality are met. Elaboration and execution of motivational projects internally and at a Site level. Assessing ongoing processes for enhancement and creation of new projects. Supporting launch of different line of business such as email, chat, back     office, and help desk, as well as adding value to the existing ones. Analyzing data and creating visual reports to evaluate KPI’s. Four years working as Team Leader of 18 – 25 associates, supporting different line of business such as customer care, retention, email, chat, escalation and specialty teams. Monitoring and providing constant feedback to associates for the enhancement of their metrics. Creating productivity improvement action plans and annual performance review to seat new and realistic goals. Training and developing associates for improvement. Performance Management. Reviewing timecards to ensure paychecks are complete and planning vacations. One year working as a customer service agent at different lines of business assisting customers and providing resolution on a timely fashion. Proven success in customer relation deep diving into tickets/incidents with complete understanding of issues and core processes. One year working for a Clinical Lab as Quality Analyst of sputum smear microscopy, running audits and managing data not only internals but also for the region. Making sure that collaborators were calibrated to provide an accurate result. Six months’ experience as Secretary for a Non-Governmental Organization. Keeping accountability of the organization and keeping reports of meeting and agreements. Taking meeting notes and transcribing data and confidential information.