Daniela Alvarado Email & Phone Number

Heredia, Costa Rica

• Managed teams providing support services across different locations.• Oversee daily workload and attendance in adherence to organizational policies and legal standards.• Identified performance-related issues and devise actionable improvement plans, including implementation of corrective measures• Spearhead KPI definition, reporting, and dashboard development to track progress effectively• Offer expertise in handling escalated cases as required, ensuring effective resolution.• Facilitate team meetings, coordinate schedules, and help organizing team-building activities.• Monitored support requests and ensured compliance with SLAs.• Clearly communicate expectations to team members and provide regular updates on progress.• Created and implemented new hire training and process documentation.• Served as an escalation point for critical issues.• Renewed contracts due to excellent results and adherence to metrics.• Established a process for PTO requests to ensure desk coverage.• Led negotiations to seek opportunities beneficial to the company.• Identified and pursued potential partnerships, contracts, and ventures.• Successfully secured opportunities contributing to company growth and objectives.

Heredia, Costa Rica

• Worked with diverse teams to define project timelines and development.• Monitored project development and ensured deadlines were met.• Served as the main contact point between collaborating teams.• Escalation point during all project phases.• Successfully reactivated and restructured a previously stalled project.• Recognized for exceeding results post-project deployment.• Optimized a program by automating processes, reducing processing time by 2 hours.

Heredia, Costa Rica

Costa Rica

Point of contact for customer and account escalations.Part of the decision-making team, for account process updates and changesSupervisor back-up.In charge of communicating any process changes to the team and the stakeholders.Responsible for several engagement activities for all HP teams during the year.In charge of weekly team huddles.Trained new hires.Monitor support requests and guide the team that processes and manages those requests tomaintain compliance with the SLA.

Pavas, Costa Rica.

Roles and responsabilities:• Analyze, small business, bank statements, in order to approve or decline credits.• Handel the information with extreme care.• Send e-mail to the costumers.

Hatillo, Costa Rica.

Sykes (BOA account)Roles and Responsibilities:First Level support• Customer services and technical troubleshoot• Responsible of address all users concerns related to their bank accounts• Offer new or additional company products• Troubleshoot Internet explorer related problemsSecond level support\Floor support• In charge of new hires questions, feedback and coaching• Provide support to first level agents• In charge of escalationsTeam Manager back up:• Provide daily status about the overall metrics and send them to the team• Provide coach and the respective documentation for all the agents• In charge of Quality by doing side by side and offline call monitoring• In charge or team forecast by planning and approving FTO and unplanned emergencies.

Forum 1

Roles and Responsibilities:• Handling calls from costumers regarding basic information and transferring calls to the associates.• Receive and deal with the costumers how visits the office, while they wait to be attended by the associates.• Taking care of the mail and responsible to be delivered and received.• Prepare the meeting rooms and clean them after the meetings.• Handel the agenda of the associates.• Send e-mail to customers.• Order office items and make that the stock was always full.

Heredia Costa Rica

First Level support agent: • Customer service• Billing and inquiries, analyzed and fixed any mischarge made• Troubleshoot cable boxes and or Television. • Route problems to local technicians Second level support\floor support:• Proactively watch the ACD queue and provide help to the first level agents in order to reduce the handle times and produce positive impact on customer satisfaction• In charge of improving SLAs • In charge of customer escalations

English Technical Degree

High School