With a solid foundation in Human Resources, gained through my internship at Bank Santa Cruz, I transitioned into the dynamic world of customer experience at Teleperformance. Starting as an agent, I quickly advanced to a Supervisor role within a year, where I successfully led and mentored teams, driving performance and exceeding company targets.I was leveraging my leadership skills and industry knowledge by instructing and training new hires, ensuring they are equipped with the tools and understanding necessary to excel in their roles.I am always eager to learn and grow, and I’m excited to continue my journey in roles that challenge me to further refine my skills in leadership, training, and team management.
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Dental AssistantAppolon Dental Group Sep 2024 - Present -
Front Desk ReceptionistDental Arts Feb 2024 - Jul 2024Manhattan, New York, United States• Greet patients warmly upon arrival.• Registered patients and verified insurance details.• Collected copayments from patients when needed.• Scheduled and managed appointments.• Answered phone calls and addressed patient inquiries.• Provided treatment information to patients when needed.• Scan and copy important documents.• Ensure all necessary patient forms are filled out and signed. -
Quality Assurance SpecialistTeleperformance Sep 2023 - Nov 2023Dominican Republic• Listened to live or recorded calls to assess the quality of service provided by agents, ensuring compliance with company policies.• Conducted individual coaching sessions with agents to discuss their performance, offer guidance, and provide strategies.• Prepared regular reports that summarize the findings from call evaluations, identifying trends, common issues, and areas for improvement.• Reviewed customer satisfaction (CSAT) survey results to assess overall customer satisfaction and loyalty. -
Retail Sales ClerkDolles Candyland Inc May 2023 - Sep 2023Ocean City, Maryland, United States• Greet customers as they enter the store.• Managed transactions, including cash handling and card payments.• Restocked shelves to ensure product availability.• Received and organized order shipments.• Maintained store cleanliness by completing various chores.• Answered customer inquiries related to the store and its products. -
Operational TrainerTeleperformance Dec 2022 - May 2023Dominican Republic• Trained new agents on the use of call center software, tools, and systems, ensuring they can navigate and utilize these platforms effectively.• Regularly conducted refresher training sessions to ensure all agents are up-to-date with the latest operational procedures, system updates, and best practices.• Provided training on more complex operational tasks, such as handling escalated calls.• Identified areas where operational processes can be improved and develop training programs to implement these changes across the team.
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Product TrainerTeleperformance May 2022 - Dec 2022United States• Conducted orientation sessions for new employees.• Provided foundational training on customer service skills, product knowledge, call handling techniques, and the use of call center systems.• Developed and administered assessments to measure agents’ knowledge and skills after training sessions.• Provided support to agents as they transition from training to live customer interactions, offering guidance as needed.• Maintained detailed records of all training sessions, including attendance, assessment results, and feedback.
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Team Lead SupervisorTeleperformance Jun 2021 - May 2022Dominican Republic• Supervised a team of customer service agents, ensuring they meet performance targets.• Provided mentoring and coaching to enhance their customer service skills and product knowledge.• Monitored calls for quality assurance purposes, ensuring adherence to company standards and guidelines.• Analyzed key performance indicators (KPIs) such as call handling time, customer satisfaction, and resolution rates.• Scheduled shifts and managed the attendance of team members to ensure the call center is adequately staff
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Customer Service RepresentativeTeleperformance Aug 2020 - Jun 2021Dominican RepublicHealth Insurance Representative• Answered phone calls regarding patient inquiries such as billing, claims, benefits, eligibility, and rewards.• Lead calls to the appropriate departments as needed.• Resolved issues related to patients' health insurance. • Provided clear and accurate information to help patients understand their coverage.• Ensured a positive and helpful experience for all callers.
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Intership Human ResourcesBanco Santa Cruz Rd Jul 2017 - Aug 2017Distrito Nacional, Dominican Republic• Assisted with recruitment process including screening resumes, conducting background checks and verifying references.• Supported HR staff by addressing employee concerns.• Managed and updated employee records.• Participated in HR projects and initiatives.• Helped with the preparation of compliance-related documents and audits.
Amanda Inoa Malagon Education Details
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Clinical Psychology -
Mauricio Baez SchoolMathematics And Technology
Frequently Asked Questions about Amanda Inoa Malagon
What company does Amanda Inoa Malagon work for?
Amanda Inoa Malagon works for Appolon Dental Group
What is Amanda Inoa Malagon's role at the current company?
Amanda Inoa Malagon's current role is Web Developer student.
What schools did Amanda Inoa Malagon attend?
Amanda Inoa Malagon attended Universidad Catolica Santo Domingo, Mauricio Baez School.
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