Angelica De La Rosa Email & Phone Number

Atlantico, Colombia

- Maintained data entry requirements by following data program techniques and procedures. I also helped improve and maintain the methods and systems up to date.- Resolved discrepancies using standard procedures or returned incomplete documents to the team leader for resolution.- Developed and implemented the Analytics Launch Analysis to understand a new client's performance during the partnership's first seven and fifteen days.

Colombia

* Analyze and interpret large sets of customer service data to ensure accuracy and completeness.* Serve as an advisor and help various stakeholders understand hidden trends, identify opportunities, and help them make strategic business decisions.* Create and maintain reports and dashboards that provide insights into operations team metrics, trends, and performance.* Create ad-hoc reports that effectively communicate data-driven insights.* Stay up-to-date with industry trends and best practices related to outsourcing industry data management and analysis.* Participated in regular data quality reviews and made recommendations for visual improvements.* Worked with SQL, Tableau, and other dashboard/visualization tools for data intelligence and analysis.

Barranquilla, Atlántico, Colombia

Leading a team of 31 Customer Service Agents (Email and chat). Responsible for the daily operational delivery of the business, ensuring the Specialists are delivering first-class service across live chat, and email. Working in conjunction with coaches to motivate, encourage, and develop the team.Actively analyzing and monitoring team performance data such as KPIs and resolution rates, informing management decisions.High Level Responsibility Summary:* Creation and maintenance of reports related to the portfolio of games* Analysis of impact on CS KPIs* Creation of Power BI's boards for KPIs analysis* Onboarding process* Game crisis management* Team schedule management

Barranquilla, Atlántico, Colombia

Leading a team of 30 Customer Service Agents (Email and chat). Responsible for the daily operational delivery of the business, ensuring the Specialists are delivering the first-class service across live chat, and email. Working in conjunction with coaches to motivate, encourage, and develop the team.Actively analyzing and monitoring team performance data such as KPIs and resolution rates, informing management decisions.High Level Responsibility Summary:* Creation and maintenance of reports related to the portfolio of games* Analysis of impact on CS KPIs* Onboarding process* Game crisis management* Team schedule management

Barranquilla, Atlántico, Colombia

* Interacting with players of Scopely Games portfolio via emails and live chat to understand their needs, address their inquiries, and provide solutions.* Identifying and diagnosing customer problems or concerns, and working towards effective resolutions. * Educating customers about product features, functionalities, and best practices to optimize their experience.* Actively listening to players, empathizing with their concerns, and working towards fair resolutions or appropriate compensations when necessary.

Bogotá D.C., Colombia

In charge of the sales team by phone (call center) of the company. Team of 2 team leads and 30 representatives. Responsible for conducting interviews, selecting staff, being attentive to them, establishing the objectives and functions of the team.High-Level Responsibility Summary:* Client management* Scheduling* Creation of action plans to improve account performance* Creation of coaching plans, management of internal efficiencies* Financial care of the account

Barranquilla, Colombia

Main coordinator of the convention "Oz Fest Colombia" related to the japan culture and video games event, with a flow of attendees between 700 and 1500 people.High-Level Responsibility Summary:* Management of international guests * Direct communication with suppliers * Budget management * Staff management.