Elsy Perez
San Juan Opico,LI
Summary
Talented Team Leader experienced and dedicated to enhancing employee satisfaction and business success. Diplomatic and friendly with proven commitment to employee training. Hardworking team player bringing necessary experience and knowledge to tackle any operational demand.
Overview
12
12
years of professional experience
Work History
Team Leader
Uassist.ME
10.2022 - 11.2023
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Supervised team members to confirm compliance with set procedures and quality requirements.
- Worked with team to identify areas of improvement and devised solutions based on findings.
- Built strong relationships with customers through positive attitude and attentive response.
Team Lead Support
Uassist.ME
04.2022 - 09.2022
- Assist Team Leader on admin tasks related to the team: check and confirm attendance, productivity levels.
Executive Assistant
Uassist.ME
07.2021 - 09.2022
- Managed executive calendars, scheduling meetings and appointments and coordinating travel arrangements to optimize time.
- Organized and coordinated conferences and monthly meetings.
- Processed travel expenses and reimbursements for executive team and senior management group.
- Filed paperwork and organized computer-based information.
- Managed mail and both incoming and outgoing correspondence via email.
- Took notes and dictation at meetings.
Business Analyst
Uassist.ME
04.2021 - 09.2021
- Collaborated with stakeholders to define project objectives and criteria.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Met customer call guidelines for service levels, handle time and productivity.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Trained staff on operating procedures and company services.
Learning Specialist
Telus International
06.2017 - 02.2021
- Prepared instructional materials for group and one-on-one use to comply with established curriculum.
- Maintained inclusive learning environment to enable students to gain maximum benefit from lessons.
- Set up visual aids, equipment, and classroom displays to support teacher's lesson delivery.
- Delivered personalized educational, behavioral, and emotional support to individual students to enable positive learning outcomes.
- Assisted in development of individualized learning plans for student success.
- Assessed student needs to determine appropriate level of required support.
- Offered feedback to other providers to effectively address students' needs.
- Monitored progress of students and adjusted instructional strategies to meet specific needs more efficiently.
- Led small group sessions to help students review and practice concepts.
- Planned daily activities to keep students engaged and on track with learning goals.
- Maintained accurate records of student progress and attendance.
Customer Service Representative Back Office
Telus International
05.2014 - 05.2017
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Handled customer inquiries and suggestions courteously and professionally.
- Answered constant flow of customer calls with minimal wait times.
- Responded to customer inquiries and provided accurate information about products and services via live chat.
- Resolved customer complaints by identifying problems, suggesting solutions and implementing corrective action.
Tier 2 Support Representative
Ubiquity Global Services
02.2013 - 04.2014
- Followed up on customer interactions to maintain customer communication and successfully close resolved issues.
- Resolved customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
- Offered suggestions and alternatives to provide customers with solutions, boosting customer satisfaction.
- Responded to customer inquiries to address concerns and maintain customer satisfaction and loyalty.
- Escalated customer issues to management for appropriate action to be taken.
Technical Support Representative
Stream Global Services Inc.
07.2011 - 02.2013
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Documented support interactions for future reference.
- Used ticketing systems to manage and process support actions and requests.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
Education
Associate of Business Administration - Business Administration And Management
ESI
San Salvador, El Salvador07.2020
Human Resources - Human Resources
Avanza Formación Continua
San Salvador, El Salvador12.2019
Skills
- Coaching
- Client Service
- Technical Support
- Work Planning
- Team Supervision
- Teamwork and Collaboration
- Attention to Detail
- Problem-Solving
Languages
Spanish
Native language
English
Advanced
C1
Timeline
Team Leader
Uassist.ME
10.2022 - 11.2023
Team Lead Support
Uassist.ME
04.2022 - 09.2022
Executive Assistant
Uassist.ME
07.2021 - 09.2022
Business Analyst
Uassist.ME
04.2021 - 09.2021
Learning Specialist
Telus International
06.2017 - 02.2021
Customer Service Representative Back Office
Telus International
05.2014 - 05.2017
Tier 2 Support Representative
Ubiquity Global Services
02.2013 - 04.2014
Technical Support Representative
Stream Global Services Inc.
07.2011 - 02.2013
Associate of Business Administration - Business Administration And Management
ESI
Human Resources - Human Resources
Avanza Formación Continua
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