Ivelisse Figueroa Email & Phone Number

¤ Delivered diverse, client-specific training sessions adhering to prescribed specifications and standards to motivate and engage team members.¤ Managed training session scheduling and course enrollment logistics while addressing comprehensive training needs and implementing solutions to improve team performance.¤ Led calibration sessions to maintain consistent evaluation standards, adapt processes to evolving work environments, source appropriate calibration materials, and facilitate seamless handover of new hires to Team Leaders post-calibration completion through effective calibration discussions.¤ Monitored quality analyst outputs by identifying areas for development, implementing corrective actions, and generating detailed reports on quality progress while managing performance-related matters.¤ Engaged in root cause analysis to drive operational process improvement and compliance while supporting additional training needs in collaboration with Governance, Risk, and Compliance (GRC), Operations, and Business Intelligence departments.¤ Documented coaching opportunities, collaborated to enhance monitoring methods, defined methodologies to aid internal quality analysts, and implemented proactive process enhancements and training initiatives to address quality deficiencies.¤ Evaluated training programs using established industry measures and ensured statutory training requirements aligned with standards and accreditation.¤ Conducted observations to evaluate performance of fellow team trainers and delivered actionable insights for improvement, contributing to a 10% increase in training effectiveness and a 15% enhancement in overall team performance metrics.

United States

¤ Conducted thorough monitoring and evaluation across diverse communication channels (i.e. calls, chats, emails, social media), spotting inconsistencies, errors, and compliance issues. Ensured adherence to company standards and regulations, maintaining quality interactions and minimizing risks, bolstering the client's professional reputation and fostering customer trust and loyalty.¤ Assessed performance against quality metrics and protocols, identifying root causes of issues through analysis and evaluation, and collaborated cross-functionally for effective solutions, enhancing quality standards, streamlining processes, and increasing productivity. This resulted in a more cohesive organizational structure, driving better outcomes, increased customer satisfaction, and long-term success by providing detailed feedback to enable the development of improved policies and procedures, enhancing decision-making, streamlining processes, and contributing to higher productivity and reduced errors. ¤ Delivered actionable insights derived from analysis, contributing to significant global improvements across operations, service delivery, and product quality for diverse clients. Empowered clients to make informed decisions, resulting in enhanced performance, efficiency, and global outcomes. Strengthened client relationships, elevated customer satisfaction, and positioned the company as a trusted partner in achieving success.

Orlando, Florida

¤ Provided exceptional customer service to job seekers who utilize Gigats.com and other marketing products. Assisted applicants on any issues that may arise from the website or emails and escalate any issues when appropriate to management. ¤ Part of SR Project Team to utilize the usability of the interface design through the use of algorithms to digitally communicate with applicants after applying through Gigats.com. ¤ Consistently monitoring for quality assurance by monitoring, testing, troubleshooting, and documenting any defects of the new scripts’ algorithms to the tech department and escalate any issues when appropriate to management. ¤ Demonstrated effective use and time of digital communications software to potential business clients for the call center environment.¤ Utilized the efficient use of time by multitasking with two computers, which resulted in doubling the number of incoming applicants and revenue in a work day, e.g. 30-60 applicants daily. ¤ Achieved and improved by increasing revenue valued in excess of $2,800-$4,500 weekly.¤ Trained new team members on how to effectively work with the SR user interface.¤ Rated by Gigats.com users, 4.8 out of 5 stars for excellent customer service.

Orlando, Florida

Provided a total sales solution to the customer regarding their wireless needs that includes: selling the value for Sprint's devices, accessories and service plans, maximizing customer connections, saving the customer money, personalizing the customer experience, protecting their investment.¤ Diagnose, troubleshoot and repair various cell phone models.¤ Assisted with conducting and documenting, from retail sales to repair mock audits. Verified accuracy and ensured compliance with plans, policies and procedures prescribed by corporate. ¤ Prepared reports communicating audit results to management by analyzing and problem-solving skills to evaluate the root cause.¤ Achieved and improved quarterly audits for the entire store planograms and including repairs with passing scores of 96%-100% compliance.¤ Identified prospective and current customers using marketing methods, e.g. created and designed flyers, attended table top events, and updated social media platforms.¤ Multi-task and ability to self-manage and act decisively with confidence in a fast paced environment with a relentless desire to achieve and exceed professional goals.

Orlando, Florida Area

Primarily edit and complete the post-production of TV shows and web videos created for UCF TV in both SD and HD video in a non-linear editing environment. ¤ Created a motion branding "bug" for UCF TV that went live on television. ¤ Posted and edited web content for wucftv.org. ¤ Operated camera switch boards and recorded live shows and interviews such as Global Perspectives and Metro Center Outlook.¤ Edit movies to make sure nothing inappropriate such as nudity and language that go on air.¤ Edit TV schedules on a weekly basis.Additional skills: ¤ Photoshop¤ Motion ¤ Final Cut

Orlando, Florida Area

¤ Create mockups and visual standards for 'Early Start'​ web application.¤ Translate designs to front-end code¤ Collaborate with creative and development teams on the execution of ideas and projects. ¤ Promote and communicate new ideas, process improvements and new technologies to team members and leadership. ¤ Site typography¤ Page layout¤ Form design¤ Creating imagery and icon assets¤ UI- usability and user experience design¤ HTML, CSS, JS.Had the honor to work with a former member of the Florida House of Representative Dick Batchelor. He is an advocate of several children's causes. We have worked closely with him and Florida Department of Children and Families to create a web application project called Crosswalk 'Early Start'​ to help improve the lives of children by successfully promoting policies and programs that benefit those children and families. Also, entered the Crosswalk 'Early Start'​ web application into the SURE Event in 2010.

Orlando, Florida Area

Lead Management:¤ Supervised store and employees in managers' absence.¤ Directing and providing the employees and their resources with enough guidance, direction, leadership, and support necessary to ensure that they are able to accomplish their daily goals.¤ Opening and closing store.¤ Manage financial deposits daily.¤ Receiving and sending shipments.¤ Perform year-end inventory & all other aspects of management.Sales Associate: ¤ Provided prompt, courteous customer service. ¤ Ensure that each customer receives outstanding service by providing a friendly environment, which includes greeting and acknowledging every customer, maintaining solid product knowledge and all other aspects of customer service.¤ Ring up all sales on cash register, properly and accurately handling money, checks and other types of payment received for products sold.¤ Maintain an awareness of all promotions and advertisements¤ Assist in completing price changes, and restock merchandise.

Bachelor Of Arts (Ba), Digital Media

Associate Of Arts (Aa), Marketing

Also obtain technical certificate in Business Specialist