Measure, analyze and improve the performance of the team members according with KPIs (productivity, finalization rate, failure rate, adherence, audit results) set by the management.Mentor and develop the team members to ensure good performance and professional growth, to either become future team leaders or subject matter experts. Represent the team and establish strong and effective collaboration with different areas such as training, quality, human resources, IT etc. This while keeping up to date payroll, compensations, vacations, sick leaves, training and courses, attendance etc.

Assistance activities for examiners and supervisors such as de-escalation of calls, quality audits, solving questions and doubts related with claims process, assisting leadership team by executing action plans to develop performance and quality of the team, translations spanish - english, output reports etc.

This position is charged with receiving documents and information regarding claims and deciding if the case is payable and to what amount, while keeping with the terms and conditions of the governing policy or benefit. Reply to requests and questions from clients and providers regarding claim or payment status. Review and close claims within the allotted times. Maintain my workbook up to date and make claim decisions based on policy terms and conditions.

Bilingual call center activities related with customer care service for debit/credit card holders and investors such as: Balance inquiry, credit and debit card statements, mobile or web banking assistance, profits and interests calculations, customer compliance, lost or stolen card reports etc.

Atención a proveedores vía telefónica y por email relacionado a Terminales Punto de Venta (TPV) Bancomer. Uso de Excel y Access asi manejor de herramientas administrativas y de oficina.

I was one of the first employees hired under AT&T Mexico when they first came to Mexico, used to provide call center activity in spanish for different activities according with floor requirements, starting with client retention, then a few months on sales to finally provide customer service for IUSACELL UNEFON and NEXTEL clients in order to solve their questions ae; balance inquiry, benefits of account, compliance and clarification on the AT&T migration as 3 companies were merging into one and clients had a lot of doubts about it.