Mario Arce Picado

• Experienced, motivated and patient, promoting customer satisfaction through strong engagement and customer service soft skills
• Focused on handling customer concerns and direct customers promptly to appropriate solutions
• Experience providing workshops in Team Meetings to improve customers contacts handling and quality of contacts
• Problem-solving
• My main responsibility is to handle telephone contacts from customers and provide customer satisfaction by addressing their concerns and provide solutions
• I have contributed to my team by having a leadership role and helping coworkers with their doubts on what to do in different scenarios so they can help customers and also improve their performance

• Optimized subject matter content by creating Workshops and documents with key information for new hires.
• Developed effective training materials for a group of new AC3 users.
• Enhanced team performance by providing expert guidance on Amazon Tools usage (AC3, CS Assistant, Help Pages).
• Provided coaching to a group of 8 CSAs to help them improve their quality metrics performance and call handling. Provided best practices to increase customer satisfaction.

• Passionate about learning and committed to continual improvement.
• Worked effectively in fast-paced environments.
• Managed time efficiently in order to complete all tasks within deadlines.
• Organized and detail-oriented with a strong work ethic.
• Used critical thinking to break down problems, evaluate solutions and make decisions.
• Participated in team projects, demonstrating an ability to work collaboratively and effectively.
• Maximized performance by monitoring daily activities and mentoring team members.
• Managed and motivated employees to be productive and engaged in work.
• Identified and resolved unauthorized, and ineffective practices.
• Dived deep through data analysis to find root causes and offered effective solutions to several problems affecting AC3 organization.

• Monitored customer queues and call volumes to identify staffing shortages.
• Forecasted long-term and short-term headcount requirements for budget planning and service level coverage
• Identified, researched and addressed service level risks to resolve customer challenges.
• Implemented forecasting and staffing management systems to meet employee and business needs.
• I was in charge of leading an interdisciplinary team to automate and optimize the reports creation process.
• I was responsible for maintaining data integrity and delivering relevant information about staffing, incomes, costs, and profitability to Operations Managers and Account Managers.

• Managed logistic and quality aspects of the National Agricultural Cense for the National Statistics Institute in Costa Rica (INEC)
• Managed a group of 10 interviewers to assure the quality of the information collected.
• It was a 3 months project.

• Maintained quality standards and production consistency by reviewing and approving procedural changes.

• Managed compliance programs, including employee training, audit coordination and reporting.

• Oversaw supplier approval process, maintained approved supplier list and managed vendor relationships.