Lizeth Sierra

Lizeth Natalia Sierra Molano Calle 141 # 9 -85, Bogotá, Colombia. -- PROFESSIONAL PROFILE An adaptable and responsible professional that always accomplish the established work and always goes beyond to complete the task in question. During my work experience, I successfully combined my studies with work, showing myself to be self-motivated, organized and capable of working under pressure. I have a clear, logical mind with a practical approach to problem-solving. In addition, I enjoy working on my own initiative or in a team. WORK EXPERIENCE December 2020 - Now Supervisor / Team Leader – Netflix LOB: Customer Service Teleperformance Colombia          Ramp-Up of the account (Bogota, Colombia and Georgetown, Guyana) Stay abreast of the new trends and tools in employee development Provide the knowledge and expertise in a specific subject for a project. Identify and escalate system flaws. Keep the operation updated according to client requirements. Monitor agents to ensure the quality of the customer service provided. Track payroll updates according to company policies. Real-time floor support to accomplish campaign goals. Comply with the quality requirements established by the operation. July 2020 – December 2021 Learning Specialist – Amazon (Retail) LOB: Billing and Customer Service Sitel Colombia          Ramp-Up of the account (Bogota, Colombia) Deliver training courses Acclimate new hires to the business and conduct orientation sessions Assess training effectiveness to ensure incorporation of taught skills and techniques into employees work behavior Periodically evaluate on-going programs to ensure that they reflect any changes Identify training needs by evaluating strengths and weaknesses Translate requirements into training that will groom employees for the next step of their career path Direct structured learning experiences and monitor their quality results Stay abreast of the new trends and tools in employee development. May 2019 – September 2019 Learning Specialist – FIS / Worldpay (Financial) Tech support, Billing and Customer Service Sitel Colombia       Deliver training courses Acclimate new hires to the business and conduct orientation sessions Assess training effectiveness to ensure incorporation of taught skills and techniques into employees work behavior Periodically evaluate on-going programs to ensure that they reflect any changes Identify training needs by evaluating strengths and weaknesses Translate requirements into training that will groom employees for the next step of their career path. September 2019 – July 2020 Learning Specialist – Oportun (Financial) LOB: Collections Sitel Colombia       Deliver training courses Acclimate new hires to the business and conduct orientation sessions Assess training effectiveness to ensure incorporation of taught skills and techniques into employees work behavior Periodically evaluate on-going programs to ensure that they reflect any changes Identify training needs by evaluating strengths and weaknesses Translate requirements into training that will groom employees for the next step of their career path October 2018 – May 2019 Supervisor / Team Leader – Spirit Airlines (Airline) LOB: Customer Service Teleperformance Colombia          Ramp-Up of the account (Bogota, Colombia and Georgetown, Guyana) Stay abreast of the new trends and tools in employee development Provide the knowledge and expertise in a specific subject for a project. Identify and escalate system flaws. Keep the operation updated according to client requirements. Monitor agents to ensure the quality of the customer service provided. Track payroll updates according to company policies. Real-time floor support to accomplish campaign goals. Comply with the quality requirements established by the operation. January 2017 – July 2018 Learning Specialist – Cox Communications (Telecommunications) LOB: Tech support, Billing and Customer Service Sitel Colombia          Ramp-Up of the account (Bogota, Colombia) Deliver training courses Acclimate new hires to the business and conduct orientation sessions Assess training effectiveness to ensure incorporation of taught skills and techniques into employees work behavior Periodically evaluate on-going programs to ensure that they reflect any changes Identify training needs by evaluating strengths and weaknesses Translate requirements into training that will groom employees for the next step of their career path Direct structured learning experiences and monitor their quality results Stay abreast of the new trends and tools in employee development December 2015 – December 2016 Coach / Team Leader – Comcast (Telecommunications) LOB: Tech support and Customer Service Sitel Colombia        Provide the knowledge and expertise in a specific subject for a project. Identify and escalate system flaws. Keep the operation updated according to client requirements. Monitor agents to ensure the quality of the customer service provided. Track payroll updates according to company policies. Real-time floor support to accomplish campaign goals. Comply with the quality requirements established by the operation. September 2014 – December 2015 Learning Specialist – Comcast (Telecommunications) LOB: Tech support and Customer Service Sitel Colombia         Deliver training courses Acclimate new hires to the business and conduct orientation sessions Assess training effectiveness to ensure incorporation of taught skills and techniques into employees work behavior Periodically evaluate on-going programs to ensure that they reflect any changes Identify training needs by evaluating strengths and weaknesses Translate requirements into training that will groom employees for the next step of their career path Direct structured learning experiences and monitor their quality results Stay abreast of the new trends and tools in employee development May 2014 – September 2014 Customer Service Representative – Comcast (Telecommunications) LOB: Tech support and Customer Service Sitel Colombia    Provide customer service to different LOB. Comply with the quality requirements established by the operation. Attend to up training to develop required skills. June 2012 – May 2014 Customer Service Representative – AT&T (Telecommunications) LOB: Customer Service and Billing Convergys    Provide customer service to different LOB (Tech support, customer service and billing). Comply with the quality requirements established by the operation. Attend to up training to develop required skills. EDUCATION AND TRAINING B.A. in Law. Institución Universitaria Politécnico Grancolombiano, in progress. Bogotá, Colombia Primary and High School Colegio Magdalena Ortega de Nariño, 2009 Bogotá, Colombia Employment References Cindy Verheyden Quality Manger, Sitel Colombia - Javier Orjuela Operations Manager, Teleperformance - Personal References Juan Camilo Morales Ingeniero - Carmen Espinosa Learning Manager, Sitel Colombia -