Myra Luz Mateo

MYRA LUZ MATEO PROFILE Dependable and resourceful virtual assistant with years of experience in customer service, data management, team management and various types of administrative tasks. Able to focus on work without the need for supervision. VIRTUAL ASSISTANT EXPERIENCE SALES PREPARATION TEAM LEAD LAVASEATSCORP | SEP 2017-PRESENT Manages a team Conducts training, coaching and performance reviews Data analysis Creates reports, modules and systems to improve current processes CUSTOMER SERVICE REPRESENTATIVE UPS INTERNATIONAL, INC| FEB 2011 - SEP 2017 Provided assistance on tracking packages, scheduling pickups and inquiry about our services Resolved customer’s concerns and complaints Handled escalation calls TEAM MANAGER SUTHERLAND GLOBAL SERVICES| OCT 2007 - FEB 2011 Handled complex customer queries and complaints Provided technical assistance to customers Supervised and assisted technical support agents Tracked call traffic of the employees and identified the areas that need to be improved Developed and implemented action plans to improve team performance Led a team and achieved the set goals Handled escalation calls EDUCATION ASSOCIATE IN COMPUTER SCIENCE ST. PETER COLLEGE OF TECHNOLOGY | 2003 - 2005 1ST HONOR CONTACT -- SKILLS Management skills Customer Service Data Entry/Analysis Google Sheets/Docs/Slides/Forms MS Docs/Excel/Powerpoint CRM