Fernanda Cabrera Email & Phone Number

Tlalnepantla De Baz, México, Mexico

Sears call center day to day operations for USA and PR.• In charge of managing +85 FTEs.• Responsible of operational and support teams (QA,WFM, training and supervisors).• KPIs target compliance such as MSAT, QA score, AHT, ABN, SLV, ASA, ASA interval %, Occupancy, productivity and vendor KPIs.• Building action plans to maintain and improve Kpi´s.• Implementing double skill LOBS for sears.

Accountable for developing the skills of team members to achieve KPI´s.• Administrative management aspects like permissions, disciplinary actions, among others.• Responsible for presenting team performance and action plans toOps manager and Sears vendor.• Proper coaching plans and follow up on low performers to increaseKPI`s.

Bilingual technical support representative for Sears USA and PR.• Frontline customer care and tech support representative accountable for providing service to Sears customers facing different scenarios with their home appliances with protection agreements.• Crossed-sales on applicable calls.

Mexico

Oversee day-to-day operations, ensuring smooth functioning of multiple salon and spa locations.• Develop and implement operational policies and procedures to enhance efficiency and customer satisfaction.• Implemented digital inventory management system and client database.• Community management on social media, achieving a 30% increase in overall sales within the first year of assuming the role.• Manage inventory and supply chain logistics.

México, Mexico

Efficiently handle cash transactions, ensuring accuracy andadherence to established policies.• Greet customers warmly, providing information on menu itemsand promotions.• Process customer orders accurately and promptly using the point-of-sale (POS) system.• Maintain a clean and organized cashier station, including handlingof cash, receipts, and change.• Handle customer inquiries, resolve issues, and escalate concernsto the management when necessary.• Balance cash drawer at the end of each shift, reconcilingdiscrepancies and preparing reports for management.

Mexico City, Mexico

Developed and executed a comprehensive summer course curriculum aligned with Montessori principles, ensuring a balance of academic and recreational activities.• Coordinated with teaching staff to design engaging lesson plans, incorporating hands-on activities and fostering a positive and interactive learning environment.• Conducted regular staff meetings to provide guidance, support, and ensure effective communication among team members.• Oversaw day-to-day operations, including scheduling, staff assignments, and resolving any issues that may arise.• Collaborated with external vendors and instructors to organize special events, field trips, and guest speakers to enhance the summer program experience.

Law

Architecture

Universidad no concluida