Marlene Nunez Email & Phone Number

Miami, Fl, Us

Plantation, Fl

Doral, Fl

Miami, Fl

Pre-paid long distance service provider in the USA, targeting the Latin American market. Reported to CEO/President.Established new Call Center operation in Colombia to handle Orbitel products and services (70 agents).Frequent travel to Colombia to visit Call Center Operations and monitor operations to comply with KPI’s.Define and manage Product Campaigns & Call Center indicators for Inbound/Outbound customer calls. Manage Quality Assurance Program  trouble tickets, consumer complaint emails & agent recordings.Develop, implement and monitor bilingual Customer Service, Sales and Help Desk Policies/Procedures.Monitor and resolve escalated Call Center product and technical issues.Experience in creating and controlling Call Center Budget and Costs. Train agents/supervisors in new product information, procedures, and systems and send daily updates.Define and coordinate service hours and agent scheduling as per product and customer demands.Define and manage IVR call flows, recordings and configuration with multi-language options.Coordinated configurations of Lan2Lan system connections and migration of applications & products.Handle and respond Regulatory complaints from Federal Communications Commission (FCC), Better Business Bureau (BBB), Public Utility Commissions, State Attorney Generals and Merchant Services.

A long distance service provider in the USA, targeting the Latin American market.; Reported to Customer Service and Sales Director. Transferred Call Center Operations from Miami to overseas Call Centers in Chile and Peru (60 agents). Customer Service Budget Control and Management of Call Center Costs. Managed Customer Service Indicators for inbound calls, such as average handling time, average hold time, quality assurance level, service and call abandonment levels. Develop Bilingual Customer Service procedures, scripts, credit policies, training material, product presentations and updating of product manuals.Train Customer Service and Sales agents in new Products and Procedures. Managed Quality Assurance Program, including monitoring on a weekly basis agent calls, customer emails and trouble tickets from the call centers and back office areas. Informed daily changes on new and existing products (rates, procedures, manuals, credit policy, etc).Prepared monthly and weekly reports for the company Officers & Directors and the call centers. IVR experience in creating and programming 800# call flows and recordings. Resolved escalated product and technical issues from the call centers and back office areas. Analyzed and responded Regulatory consumer comlaints from Federal Communications Commission (FCC) Better Business Bureau (BBB), State Attorney Generals and Public Utility Commissions. Responsible for both Prepaid Phone Sales and Customer Service from 11/00 – 12/01

Contributed in the design of a new strategy that helped increase the sales of prepaid products.Managed Sales costs and budget control and updated Distributor contracts.Established relationship with Distributors, defined monthly sales targets and created incentive programs.Processed distributor orders and coordinated shipments of prepaid cards and marketing materials. Daily tracking and reporting of sales and inventory control of prepaid cards and marketing materials. Market Research of competitor’s product pricing, structure and advertising strategies. Defined artwork and layout of prepaid cards, posters, banners and flyers. Established financial distributor credit limits and coordinated collection of monthly payments. Participated in product launchings, demonstrations and trade shows.

A Japanese market leader distributor for consumer electronics and office equipment in USA and Latin America. Reported to the General Manager Printer Division.Received distributor orders and verified product codes, prices and availability of products.Maintained daily contact with distributors in USA, Latin America and the Caribbean, informed status of orders, supplied marketing needs and resolved distributor complaints. Coordinated shipments with Logistics using different transportation methods (air, ocean and ground).Analyzed the financial status of Distributors, established credit limits with Finance and assisted in resolving credit problems, letters of credit and payment requests.Participated in product launchings, demonstrations, trade shows, and supplied distributors with marketing materials, price lists and issued credit and debit notes. Maintained appropriate distributor records, correspondence and updated files with accurate and current economic information of each distributor in order to properly analyze sales trends.

A distributor for reliable and well-known German Automobiles in USA and Latin America. Reported to Distribution Supervisor.Provided support to the Distribution Supervisor who managed 60 distributor accounts.Prepared invoices with vehicle pricing and equipment and generated weekly sales and shipment report.Provided customer service to dealers and organized vehicle statistics.Processed vehicle orders with the Volkswagen and Audi factories.Analyzed letters of credit and prepared shipping documents for the dealers and negotiating banks. Internship position from 6/92 - 8/94 provided an opportunity to become involved in the logistics sector