Samir nimer
Nicaragua | - |-Objective
I am looking for continuous learning experiences that would challenge me to become a better professional. Experiences that create opportunities to learn new skills that promote my career growth.
Experience
Oclinicals (work from home)
Scheduler | April 2019 – Current
Responsible for contacting patients that require a prescribed medication or medical procedure.
Determine the health status of patients to determine if they require an office visits or procedures.
Keep patients profiles updated.
Establishing communication directly with the clinic to ensure best experiences for patients.
Alorica (Panama)
Verizon Wireless and Metro PCS campaigns
Production Supervisor | April 2014 – May 2017
Supervised and maintained quality on calls by weekly coaching.
Ability to work with surveyed calls and provide feedback.
Ensured the agents productivity are meeting the KPI standards.
Provided weekly mandatory updates to my team and production floor.
Took escalated calls and found a win win scenarios.
Responsible to keep my team motivated by competition.
Responsible of creating a comfortable and safe work environment.
Responsible for tracking my team's attendance and tardiness.
Ability to apply corrective actions when needed.
Ability to create action plans to improve areas of opportunity.
Alorica (Panama)
Workforce Scheduler | September 2012 – April 2014
Optimized the scheduling for Best Buy associates by assisting with demands for production and HR accommodations.
Created schedules based on volume and historical data.
Distributed headcount accordingly to intervals, monitoring schedule, recognizing problem areas and taking appropriate actions for improvement.
Alorica (Panama)
T-Mobile campaign.
Customer Service Supervisor | October 2011 – September 2012
Provided full support and development coaching to 10+ agents.
Created action plans with follow ups throughout the month to monitor and promote progress.
Constant queue monitoring to keep up with the agents’ performance.
Documentation management for regular audits.
Made weekly evaluations to provide feedback to agents individually from both internal and external evaluations.
Conducted regular meetings to discuss metrics and action plans.
Verified payout forms for my agents, reviewed hand punches in Kronos and sent corrections to payroll.
Extended disciplinary documentation to employees.
Education
Universidad Americana (UAM) Nicaragua
Business Administration, 2003 - 2007
Colegio Panamericano (IPA) Panama
Bachelor's degree, Business/Commerce, General, 1998 - 1999
REVELANT SKILLS
People management and soft skills.
Problem solving abilities
Ability to work under pressure.
Team leadership skills
Microsoft Excel and Word
Workforce management knowledge
Languages
English (Advanced)
Spanish (Native)
