Summary
Overview
Work History
Education
Skills
Languages
Accomplishments
References
Timeline
Generic
Mileyka Yadhira Perez Valdez

Mileyka Yadhira Perez Valdez

Villa Mella,Santo Domingo

Summary

  • Professional Profile: Goal-oriented Team Manager.
    Commended for first-rate leadership, communication, and multitasking abilities.
    Well-versed in implementing team objectives and goals.
  • Management Skills: Over 7 years of hands-on experience.
    Expertise in overseeing daily operations.
  • Leadership and Team Guidance: Mediation skills for resolving interpersonal issues.
    Successful in guiding team members toward achieving goals.

Overview

15
15
years of professional experience

Work History

Tier 1

Modsquad
Santo Domingo, Santo Domingo Norte
10.2023 - Current
  • Monitored ticket queues daily to ensure all outstanding issues are addressed in a timely manner.
  • Provided customer service support for hardware, software, and network related problems.
  • Monitored user-generated content for violations of community standards.
  • Performed moderation tasks such as deleting, editing, and suspending accounts.
  • Assisted customers with technical issues related to accessing the website or using its features.

Interpreter OPI

Transperfect
Santo Domingo, Distrito Nacional
08.2023 - 04.2024
  • Over-the-phone interpretation (OPI) is an interpretation service that involves a three-way call. The interpreter facilitates the conversation between the two parties who are speaking different languages.
  • Promoted translation accuracy by referring to reference dictionaries, lexicons or computerized terminology banks.
  • Interpreted conference calls and other workplace communications in real-time.
  • Delivered real-time, accurate oral translations and interpretations for clients.
  • I work with language interpretation tools and use of the system Siglecomm to assist the callers

Team Manager

Alorica
Santo Domingo, Dominican Republic
01.2015 - 01.2023
  • Oversees workers who respond to customer inquiries
  • They work at facilities that receive incoming phone calls from people who have concerns about a company's goods or services
  • Duties - Setting goals for performance and deadlines in ways that comply with the company's plans and vision
  • Organizing workflow and ensuring that employees understand their duties or delegated tasks
  • Monitoring employee productivity and providing constructive feedback and coaching, held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
  • Able to create an action plan to address problems quickly and effectively
  • Ensure that agents provide quality service in line with organizational objectives
  • Optimized quality assurance will increase agent's efficiency through behavior modification, enhance quality service to customers and improve to achieve monthly goals
  • Coached team for success by using corrective action processes
  • Motivated team members to consistently achieve or exceed performance expectations
  • Analyzed and measured employee performance, taking appropriate disciplinary action or recognition based on work performance
  • Analyzed business performance data to identify areas of strength and improve areas of weakness

Quality Assurance Analyst

Alorica
Santo Domingo, Dominican Republic
01.2017 - 01.2019
  • Quality assurance analysts ensure that agents provide quality service in line with organizational objectives
  • Optimized quality assurance will increase agents' efficiency through behavior modification, enhance quality service to customers and improve to achieve monthly goals to ensure agents meet compliance guidelines
  • Worked with team members to create efficient workflows, resulting in high productivity
  • Used a quality monitoring system to compile and track individual and team performance
  • Developed corrective and preventive action plans to resolve non-compliance issues
  • Prepared and analyzed internal and external quality reports for management staff review
  • Developed process improvements to enhance overall data quality
  • Set and achieved product quality objectives while meeting product specifications
  • Created, edited, and updated project manuals and technical documentation used by the entire QA team.

Customer Services Representative

XEROX
12.2009 - 01.2015
  • Assisted customers with making payments or establishing payment plans to bring accounts current
  • Helped customers to bring accounts into good standing by implementing payment plans.
  • Displayed strong telephone etiquette, effectively handling difficult calls.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.

Education

Neuro Coaching Skill Certification - Coaching and Development

Latam American and Caribbean Coaching School
11.2021

High School Diploma -

Politecnico Oscus San Valero
07.2008

Modern Languages, Language Arts Education -

Universidad Tecnológica De Santiago (UTESA)

Some College (No Degree) -

AYB MASTERS Food and Beverage School, University of Pennsylvania

Some College (No Degree), Microsoft Excel -

Alorica Learning

semester of accounting (Stopped for the moment -

Supervising and Managing Demanding People -

Alorica Learning

Skills

  • Professional Experience: Over 13 years in customer service in the call center industry
  • Work Attributes: Ability to work under pressure
    Extensive experience in a fast-paced environment
    Proficient in handling tough situations
  • Problem Solving: Skilled in creating action plans for quick and effective problem resolution
  • Organizational Skills: Highly organized
    Adherence to schedules
  • Communication and Interpersonal Skills: Excellent technical skills
    Strong planning and organizational skills
    Effective communication and interpersonal skills
  • Management and Leadership: Performance tracking and evaluation
    Employee coaching and motivation
    Goal setting
    Teamwork and collaboration
    Performance evaluations
    Managing operations and efficiency
    Administration and reporting
    Team building
  • Issue Resolution: Proven ability in issue resolution
    Positive and constructive feedback
  • Technical Proficiency: Proficient in Microsoft Office
    Familiarity with call center operations
    Experience with systems like Zendesk, CRM, SingleComm, Webex, Salesforce, iConnect, Escm, Avaya
  • Specialized Expertise: Reservations assistance

Languages

Spanish
First Language
English
Advanced (C1)
C1

Accomplishments

  • 2020 Outstanding Team Manager of the Quarter Awarded in recognition of your unwavering passion, unwavering commitment, and enduring dedication. On behalf of Alorica, we extend our deepest appreciation for your exceptional performance and leadership. Your limitless dedication has not only set a standard but has also greatly contributed to our collective success.
  • 2021 Employee of the year
  • 2022 Employee of the month: February, March, April, June, August.

References

References available upon request.

Timeline

Tier 1

Modsquad
10.2023 - Current

Interpreter OPI

Transperfect
08.2023 - 04.2024

Quality Assurance Analyst

Alorica
01.2017 - 01.2019

Team Manager

Alorica
01.2015 - 01.2023

Customer Services Representative

XEROX
12.2009 - 01.2015

Neuro Coaching Skill Certification - Coaching and Development

Latam American and Caribbean Coaching School

High School Diploma -

Politecnico Oscus San Valero

Modern Languages, Language Arts Education -

Universidad Tecnológica De Santiago (UTESA)

Some College (No Degree) -

AYB MASTERS Food and Beverage School, University of Pennsylvania

Some College (No Degree), Microsoft Excel -

Alorica Learning

semester of accounting (Stopped for the moment -

Supervising and Managing Demanding People -

Alorica Learning

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Mileyka Yadhira Perez Valdez