Leading the L1 organization supporting iHotelier, Channel Management, and Guest Management Solutions

-Billing Specialist Supervisor-Head of an internal team with 19+ associates.-In charge of maintaining and complying with established KPIs from different clients-Self Sufficient-Lead Process improvement projects -Training sessions for direct reports and vendors-Team leadership centralized in performance metrics -Vision translator, provide direction and coaching to achieve individual and team performance goals. -Talent acquisition expert, constant participation in… Show more -Billing Specialist Supervisor-Head of an internal team with 19+ associates.-In charge of maintaining and complying with established KPIs from different clients-Self Sufficient-Lead Process improvement projects -Training sessions for direct reports and vendors-Team leadership centralized in performance metrics -Vision translator, provide direction and coaching to achieve individual and team performance goals. -Talent acquisition expert, constant participation in hiring processes. Show less

⋅Customer Service Specialist & VIP handling.⋅Escalation Intake Specialist & Resolution Analyst.⋅Quality Assurance Lead⋅KPI Reporting & Monitoring

⋅Front-line manager of 30+ Associates.⋅Accountable for forming and maintaining a top performing work from home team, with a culture of ownership and engagement, resulting in world-class customer experience for internal and external employees.⋅Foster teamwork and collaboration within a culture of ownership and engagement.⋅Develop Associates and fellow managers, by providing guidance, performance and behavioral coaching and mentoring. ⋅In charge of project management, such as… Show more ⋅Front-line manager of 30+ Associates.⋅Accountable for forming and maintaining a top performing work from home team, with a culture of ownership and engagement, resulting in world-class customer experience for internal and external employees.⋅Foster teamwork and collaboration within a culture of ownership and engagement.⋅Develop Associates and fellow managers, by providing guidance, performance and behavioral coaching and mentoring. ⋅In charge of project management, such as planning and launch of the work from home team, increasing the revenue and flexibility of the operation. ⋅Inventing a virtual tool directly related to Kaizen methods, to implement process improvement, along with data and trend analysis. ⋅Active participation in hiring processes for associates. Show less

⋅Dedicated resource to assure quality standards.⋅Trend and data analysis and progression, deliver coaching to a team of ~25 agents worldwide.⋅Leader of leaders highly involved on development guidance and motivation of Quality Auditors team members. ⋅Escalation resolver for employee HR related cases.⋅Subject matter expert for the department.

⋅Provided support to leadership through reporting and team support. ⋅Part of mentoring program, developed other peers to assure a better customer experience delivery.⋅Direct support for Amazon employees all across the globe.

⋅ Responsible of assuring the quality of the service and checking satisfaction levels of customers.⋅ In charge of inventory requests.⋅ Financial administrator.

⋅Earning trust of the parents of the kids involved.⋅Adapting to a different culture in order to deliver the results requested.⋅One by one profile analysis, to ensure the best handling of every child case scenario.⋅Subject matter expert on mentoring process for the entire School.