MARÍA FERNANDA ESQUIVEL CÓRDOBA
Summary
Diligent person that is always meeting project deadlines, enjoys teamwork and helping others achieve their maximum potential. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
4
4
years of professional experience
Work History
Teleperformance (Cardworks)
08.2023 - 03.2024
- Product Trainer, back up trainer
- Back up QA, back up Supervisor
- Floor support / Help Desk Supervisor
- Helping new hires with product knowledge and handling interactions in an efficient and professional way
- Providing support with questions agents may have around the floor and assisting with the Help Desk – Supervisor Escalation line
- Assisting with administrative tasks such as: Adherence reports, coaching, monitoring and shadowing sessions
- Assisting with making material such as articles and guides that aided the new hires to keep track of company policies as well as rules regarding product compliance
- Mass call monitoring reports reviewed directly by our client (Merrick Bank)
Representative
Teleperformance CR.
05.2022 - 08.2023
- Helping technicians and managers across USA with their inquiries regarding fire protection related processes, norms, compliance and overall services to ensure fire safety across the country
- Via phone and email
- Internally assisting with ensuring that we are covering and attending inquires in the best efficient way on the weekends
- Providing agents with approvals regarding rates of the service, handling matters with managers that may have questions regarding processes
- Making sure 3rd parties’ systems are updated to maintain good communication with the locations serviced, providing a service our clients can always describe as reliable
- Helping new hires with mentoring, shadowing (normal and reversed) sessions
- Assigning tasks on the weekends for agents to comply and follow properly to avoid any sort of escalations
- Making and providing additional product and process guides agents can follow when needed.
Representative
Bill Gosling Outsourcing
05.2021 - 04.2022
- Assisted customers with their inquiries about loan approvals, declines, updating information in their accounts, add and remove their payment methods, process payments and overall information about the product via phone and email
- Internally assisted new hires with mentoring, shadowing and refreshers
Costumer Service Associate
Amazon
06.2020 - 12.2020
- Handled Customers inquiries, complaints, billing questions and service requests via phone, chat and email
- Mostly handled back office related processes within the company.
Education
High School -
Instituto de Educación Integral
Bachelor of Engineering Informatics - undefined
Castro Carazo University
Technical degree in Graphic Design - undefined
Politécnica Insternational University
Skills
Microsoft Office (Experienced)
Communication skills (Skillful)
Mentoring (Skillful)
Active Listening (Skillful)
Multitasking (Experienced)
Fast Learner (Experienced)
Multitasking Abilities
Written Communication
Remote Office Availability
Timeline
Teleperformance (Cardworks)
08.2023 - 03.2024
Representative
Teleperformance CR.
05.2022 - 08.2023
Representative
Bill Gosling Outsourcing
05.2021 - 04.2022
Costumer Service Associate
Amazon
06.2020 - 12.2020
High School -
Instituto de Educación Integral
Bachelor of Engineering Informatics - undefined
Castro Carazo University
Technical degree in Graphic Design - undefined
Politécnica Insternational University