Diana Somarriba

• Organized envelopes, postage and mail correspondence for staff and leadership -Updated spreadsheets and databases to track, analyze and report on performance and sales data - Responded to emails and other correspondence to facilitate communication and enhance business processes.

• Manage/balance service levels for the call center across internal and external locations, lines of business and products according to contractual agreements and internal goals – Coordinate and manage schedules based on staffing and needs while maintaining acceptable performance – Real time monitoring – Analyze trends such as call volume, AHT and attendance to understand and plan/ adjust for potential over or under staffing conditions - Complete and monitor available reports to effectively manage performance –Assist in the development of any report/processes that increase effectiveness and accuracy – Communicate information, actions and results in a fast paced environment.

• Acknowledge and resolve customer complaints – Give customers information about products and services – Manage accounts - Process orders and returns - Monitor lost items returns - Maintain a positive, empathetic and professional attitude – Communicating and coordinating with colleagues as necessary - Ensure customer satisfaction and provide professional support.

*Ibex Global Nicaragua: Email Support 2020-2021

*Concentrix Nicaragua: Chat Support 2018-2019

*Ibex Global Nicaragua: Voice Support 2016-2018