Karen Mendoza Email & Phone Number

• Operate safely and in compliance with all established HSSE policies and procedures
• Develop ad-hoc SQL queries to extract, analyze, and disseminate information as required by business stakeholders
• Define, develop, test and implement a wide spectrum of basic business reports using standardized reporting technologies
• Produce technical documentation and user guides for new and existing applications
• Provide reference for users by writing and maintaining user documentation; providing help desk support; training users
• Identify opportunities to improve the efficiency of business processes through better utilization of software systems

• Assisted customers by providing exceptional customer service, accurately and efficiently processing their transactions.
• Engaged with customers by actively listening and asking questions.
• Introduced customers to appropriate Wells Fargo team members to help meet their financial needs.
• Helped customers with appropriate self-service digital options
• Complied with policies and procedures to minimize risk.
• Maintained a cash drawer that included cash handling and balancing

• Main Responsibilities:
• Managed, trained, and coached a team of Link Developers
• Responsible for the processes, budget, and quality of team performance
• Improved and reinforced the backbone of the team by promoting rapport and competitiveness
• Fully responsible in hiring staff; including applicant screening and interviews
• Directly reported to the Head of Offshore operationsHighlights:

Philippines

• Main Responsibilities:
• Managed and coached a team of 17 Technical Support staff
• Ensured team performance by improving service quality through coaching and training
• Provided performance reviews to each staff
• Provided technical support to North American English trainers via phone calls, email, and personal approach on how to use our in-house software, computer software and hardware problems, and with their network.
• Provided customer service to European clients (English learners) and European colleagues

Philippines

• Providing Desktop, Networking and Technical support to US, Philippines, and Other Foreign Employees within the company (including creation of all accounts needed)
• Acting as General support for the company and routing task to different department
• Responsible for replicating and documenting bugs or errors
• Provides input for creating new processes within the team
• Basic configuration of VOIP phones (CISCO) for new trainers
• Technical and administrative support via instant messaging, phone, email correspondence and remote assistance(windows)