Maria Cortinas

CORTINAS QUEVEDO, MARIA LUDIVINA Colonia Las Hadas, Escobedo, Nuevo León 66058 |-|- Education Universidad UTEL Psicología Organizacional 2015 Facultad de Medicina | Universidad Autónoma de Nuevo León Monterrey, N.L- Career in Surgeon and Obstetrician Languages English – speak fluently and read/write with high proficiency (TOEIC Score 950) Spanish – Native Language Personal Objectives Be able to use my experience to grow both personally and professionally speaking. Develop my business skills via the interaction with employees and the client. Related Experience Upwork │Kindly Care │ Administrative Assistant At A Home Care Agency Jan 15 2017 – May 21 2018 Home office job recruiting caregivers for the digital platform, conducting interviews in a daily basis, helping people to complete their onboarding process, portal guidance, product information, follow ups. Team lead of a remote team of 10 agents. Report delivery, QA process for text messages and phone calls. Tools: Twilio, Slack, SalesFroce, CRM, social media. Arvato Digital Services │ Microsoft Partner Network | Customer Service Representative June 2012 – Jan 2016 Assisting Microsoft Partner Companies with benefits, requirements and opportunities offered through the Microsoft Partner Program and the Partner Website. Arvato Digital Services │ Microsoft Partner Network | Tele Partner Account Specialist I was promoted to this position due to my performance. I had my own client portfolio to work with. I provided exclusive number of Partner companies with any aspect pertaining to the Partner Network [Cloud Inquiries, Competency/Action Pack benefits & requirements, Planning services, etc.] World Partner Conference: I had to develop my business skills and I had to take more business decisions due to the fact that personal and direct interaction was required. I was invited due to my performance. Arvato Digital Services │ Microsoft Commercial Presales and Licensing | Customer Service Representative Elements of the job included detailed upfront phone support, responding the requests for information or pricing and assisting with licensing questions regarding Microsoft products offered through Volume licensing or retail. Certifications and Skills Microsoft Certification – Team Lead Quality Assurance Services Performance Development Plans Management Skills ERP Systems Office 365 Arvato Digital Services │ Customer Service Representative - XBOX Tier 1 TS October 2008 – June 2010 I provided technical support assistance for users of the Xbox videogame system for Microsoft Incorporated. Xbox Tier 1 Team Lead [October 2009 – Juanuary 2010] Duties: Assist with supervisor calls, open the morning shift (when the Supervisor was not available), support for the team members, productivity reports (to track calls and quality) Xbox Supervisor position [January 2010 – March 2010] Worked with reports, metrics, implementation of performance development plans for agents, deal with business decisions, delegate responsibilities to agents, creation of business reports for the client (Microsoft). Tools managed as supervisor: Qfinity (Call recording system for quality sessions) Kronos (to manage the payroll), RTA (Real Time adherence: To monitor to the agents adherence to their breaks and lunches) Client Logic SA de CV │ Customer Service Representative for DirecTV As a CSR, we would asses a customer's needs and resolve their issues in a prompt and effective manner. I would attend calls regarding issues with billing or with service quality. I also addressed and solved issues that clients would encounter as a first line technical support. If not, I would connect customers with the technical assistance departments accordingly. Sierra Teleservicios SA de CV │ Ohio State University Medical Research Department |Surveyor – I conducted surveys for residents in the counties located in the US-Mexico border. I was promoted to Team Lead due to my results. AT&T Wireless │ Customer Service Representative – Managing customer queries, building relationships with current and new customers, working towards quantitative targets, and promoting additional products and services. Acquired a honed skilled with tact and patience to deal with difficult customers who may have had a complaint.