Marcia Alondra Morales Meza

Marcia Alondra Morales Manager/Customer service specialist Managua, Nicaragua 11001 -- I have a background in educational leadership positions, where I developed my ability to build and maintain relationships, meet service expectations and manage department operations effectively. SKILLS Supervisory and personnel training skills. Quality assurance, Data analysis. WORK EXPERIENCE Keller Williams| REO Dept. Manager 2023-Current Follow up on Asset Managers to ensure timely completion of tasks for property listings. Resolve conflicts and solve operational problems. Review and create new protocols for workflow efficiency. Recruit, train, and supervise personnel. Submit payroll reports and monthly progress reports. Negotiate with clients and conduct meetings with Client Asset Managers. Webhelp Nicaragua|Training Department Supervisor- Coaching and mentoring. Report writing Leadership. Time management. Negotiation. Payroll management. Problem solving. Developed a program to teach technical skills and personal development to staff members and new hires using the company’s resources. Evaluated the success of training courses and recommended improvements to upper management. Directed, planned, and developed classes based on needs and resources to accomplish the hiring goal. Analyzed the effectiveness of training sessions at all levels and suggested updates. Improved departmental performance and service levels through team operational reviews, coaching, and managing enterprise targets. Assigned instructors to conduct specific training activities. COURSES WORK EXPERIENCE Descho Nicaragua|Efective communication 03/23 Introduction to Negotiation|Coursera 12/22 Incredyble Coaching| Webhelp Nicaragua 06/21 Webhelp Nicaragua|Learning Facilitator EDUCATION College Degree - Jan 2012 - Aug Universidad Americana | Managua Law Notary. Postgraduate Degree - Jun 2016 - Feb UNIVAL | Nicaragua Civil Law. High School Diploma - Feb 2000 - Nov Centroamerica | Nicaragua 2017 And- WORK EXPERIENCE Webhelp Nicaragua|Learning Facilitator- Developed and delivered training programs to enhance customer service skills and performance of new hires and existing staff. Mentored and tutored students who needed extra support and guidance. Managed training calendar and payroll activities for the program. Planned and facilitated workshops and special activities based on needs and curricula. Used multimedia strategies and positive reinforcement to engage learners and provide clear feedback. Great Virtual Works|Inbound sales specialist- Conducted daily follow-up calls to answer client's questions and manage sales processes. Employed a variety of sales practices to accommodate each customer's individual needs and overcome objections. Consulted with customers to assess requirements, offer product recommendations and resolve technical issues after sales. Educated customers by explaining benefits and advantages of using Omega XL. Webhelp Nicaragua| Retention Specialist- Assisted customers with billing issues and complaints about service or product. Made product recommendations based on customer needs and electricity usage. Convinced customers to stay with the company by providing outstanding customer experience and options to help them solve their issue. Upsold home warranties and products. Adhered to appropriate legal scripting when required. WORK REFERENCES Grethel Cardoza- Miguel Alvarez- Alisson Almanza - Noel Sequeira- Webhelp Nicaragua|Quality Analyst Specialist- Evaluated calls on different areas such as sales, customer service and retention to see if they comply with process and customer experience. Created feedback to address agents with issues. Provided coaching to agents to address better practices and how to improve their numbers. Developed monthly, end-of-quarter and other statistical reports for leadership team and quality improvement programs. Administered internal quality audits and assessed results to inform corrective action measures. Compiled and distributed weekly feedback to team leaders and managers to improve service time and quality while increasing productivity.