Nicole Martes-Offerman Email & Phone Number

Willemstad, Curacao

Willemstad, Curacao

As a Continuous Improvement Specialist – Training, I was responsible for:- Implement a new LMS (Learning Management System) for the operations department (with a focus on the Customer Service Department) in EvaluAgent (a Quality Assurance tool).- Upload existing and new Customer Service training material and manuals to the tool.- Ensure all CS agents are trained effectively on how to work with LMS.- Ensure that the training material and manuals are regularly updated in both EvaluAgent and X-Centre (LMS tool used by the rest of the company).- Build enrolment rules that automatically assign courses to agents based on line item performance.- Monitor total lesson time, results, re-takes, and completions of Customer Service agents.- Creating Manuals and Procedures for new products or market entries and training the agents on the subjects.- Conduct the onboarding training for all new hires of the Customer Service Team.As a part of the Continuous improvement team, I also assisted the other team member with:- Case review and reporting of the agent's Productivity and Quality.- Creating different scorecards for the Case Reviews in EvaluAgent.- Create new workflows in Slack for better tracking of case escalations for different operations departments.

Curacao

Customer Service Representative - Language Specialist English + SpanishApr 2015 - Dec 2017As a Customer Services Representative, I was responsible for:- Responding to customer inquiries in required languages and translating communication as needed.- Researching solutions to customer issues and collaborating with various departments for resolutions.- Utilizing available tools and resources to address problems and maintain comprehensive knowledge of the company's website.-Escalating unresolved issues per established protocols.- Managing client accounts, investigating transaction discrepancies, and providing support to high-priority customers.Customer Service Representative - Tier 2Jan 2018 - June 2022The Tier 2 agent is a senior agent responsible for assisting other agents with more complex issues in addition to her regular duties. The aim is to share knowledge, minimize unnecessary case escalations to Team Leads and Managers, and ensure that case resolutions are kept within the predetermined SLA's.My new responsibilities in this role were:- Assist Tier 1 agents and double-check their work for certain procedures.- Filter cases that needed to be escalated to Management.- Assist with special projects and support Team Leads and Managers in achieving department targets. - Identify and resolve operational issues and provide feedback for service improvement.- Assist with new hire training.- Facilitate knowledge transfer to Tier 1 agents.- Staff scheduling for over 20 agents in 3 Time Zones.- Conduct Quality Assurance (Case Evaluations) of other agents.

Willemstad, Curacao

Managed sportsbook operations by importing and resulting events, verifying event starting times, and double-checking event results. Conducted competitor website feature analysis and tested the Pinnacle website with different account types. Provided feedback on website functionality and assisted the testing department with UAT Test Scenarios and Test Cases.

Teaching English As A Second Or Foreign Language/Esl Language Instructor

Associate’S Degree, Human Resources Management/Personnel Administration, General