Maricris Espinosa

I am a Technical officer or process lead and also stand as a team leader of subject matter experts and back-office supports.

I worked with the operations manager and senior operations manager with client-facing and addressing the gap to make the program/business successful.

Working with executives has helped me learn how to be very specific, detailed, focus, organized, plan everything I do daily.

I also have experience in handling a customer service team or was the team leader/supervisor on a virtual set up(Outside UPWORK client) and worked with the business owner with his eCommerce business in making processes, SOPS, ensure that we meet or exceed the KPIs set, send daily, weekly and monthly report, data entry and assist in the overall need of his business. We used Zendesk, Amazon, PayPal and etc. for the business.

I was able to update macros in Zendesk, create simple automation, create ruling, and used the analytics.

I also have been managing a team for 7 years where I guide, coach, and transfer my skills to agents and subject matter experts so we can provide great customer service.

I have 10 years of customer service experience specifically with Xbox-Microsoft. I have learned how to genuinely help out customers by providing an easy and friendly interaction.