Arlenne King
Santiago
Summary
Enthusiastic about customer service with almost four years of experience in the area. Seeking for develop myself and use my skills and experience to grow as a team and achieve company goals. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
4
4
years of professional experience
Work History
Client Service Manager
Concentrix
02.2023 - Current
- Conducted training and mentored team members to promote productivity and commitment.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Created customer support strategies to increase customer satisfaction.
- Reviewed repeated issues within operations and business management to solve problems and improve company outcomes.
- Took ownership of customer issues and followed problems through to resolution.
Senior Operations Supervisor
Contact Center Dominicana
06.2022 - 02.2023
- Motivated and trained employees to maximize team productivity.
- Evaluated team member performance and productivity, provided feedback and implemented corrective actions.
- Managed internal operational standards and productivity targets.
- Enforced regulatory and company policy compliance to improve workplace and employee safety and readiness.
Supervisor of Operations
Contact Center Dominicana
01.2021 - 05.2022
- Deliver results on a daily, weekly and monthly basis.
- Assuring KPIs and target the established metrics.
- Identified and resolved unauthorized, unsafe, or ineffective practices.
- Supervised operations staff and kept employees compliant with company policies and procedures.
Quality Analyst
Contact Center Dominicana
06.2020 - 01.2021
- Analyzed quality and performance data to support operational decision-making.
- Collaborated with management to provide training on improved processes and assisted with creation and maintenance of quality training.
- Compiled and distributed weekly feedback to team leaders to improve service time and quality while increasing productivity.
- Recorded findings of inspection process, collaborating with quality team to implement corrective actions.
Business Developer
Contact Center Dominicana
12.2019 - 06.2020
- Created and maintained database containing information on business proposals and contacts.
- Prospected for new business opportunities via cold calling, using lead generation lists and networking.
Education
Engineering
Univerisad Autonoma De Santo Domingo
Dominican Republic2017
Skills
- Customer Relationship Management (CRM)
- Continuous Improvements
- Client Issue Resolution
- Leadership
- Training Programs
- Workflow Planning
- Mergers and Acquisitions Knowledge
- Microsoft Office Expertise
Timeline
Client Service Manager
Concentrix
02.2023 - Current
Senior Operations Supervisor
Contact Center Dominicana
06.2022 - 02.2023
Supervisor of Operations
Contact Center Dominicana
01.2021 - 05.2022
Quality Analyst
Contact Center Dominicana
06.2020 - 01.2021
Business Developer
Contact Center Dominicana
12.2019 - 06.2020
Engineering
Univerisad Autonoma De Santo Domingo
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