KENNYA BEATRIZ UMANA NUNEZ
DELGADO,SAN SALVADOR
Summary
Accomplished professional with a proven track record at DIRECT ENGLISH, enhancing customer satisfaction and call center efficiency through strategic implementations and training programs. Expert in Call Center Technologies and Office Administration, achieving high customer retention rates. Skilled in customer service, demonstrating exceptional call center support and information confidentiality.
Overview
4
4
years of professional experience
Work History
CALL CENTER
OPERATOR
02.2022 - Current
- Used call center checklist to add value to department and consistently meet call quality standards.
- Improved customer satisfaction by implementing effective call center strategies and streamlining operations.
- Increased call center efficiency by implementing new training programs for team members.
- Achieved high customer retention rates by implementing effective call center strategies and training programs for agents.
DIRECT ENGLISH
Recepcionist
02.2021 - 07.2021
- Provided expert guidance on indirect tax matters during mergers, acquisitions, and restructurings.
- Coordinated closely with finance teams on accounting for indirect taxes in financial statements while ensuring proper documentation was maintained for audit purposes.
Education
BACHELOR'S DEGREE IN LEGAL SCIENCES -
UNIVERSITY OF EL SALVADOR
SAN SALVADOR, EL SALVADOR.03.2024
High School Diploma -
INSTITUTO NACIONAL GENERAL FRANCISCO MORAZAN
SAN SALVADOR, EL SALVADOR11.2017
Skills
- Call Center Technologies
- Call Center Support
- Customer Service
- Office Administration
- Information confidentiality
Timeline
CALL CENTER
OPERATOR
02.2022 - Current
DIRECT ENGLISH
Recepcionist
02.2021 - 07.2021
BACHELOR'S DEGREE IN LEGAL SCIENCES -
UNIVERSITY OF EL SALVADOR
High School Diploma -
INSTITUTO NACIONAL GENERAL FRANCISCO MORAZAN
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