Resume Melissa Reyes Delgado 2.1
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Melissa Reyes Delgado San Miguel, Heredia, Costa Rica Mobile: 83085792 / 72048058 [email protected] Objective Work in a learning and cooperative environment that challenges me to develop my professional capabilities and at the same time be able to contribute in a workspace that aims continual growth and opportunities for advancement. Employment 2011-2014: BA Continuum Costa Rica Consumer Small Business Banking Credit Cards CSBB: Procure to pay and Customer Service Team Leader (2012-2014) o As a team Leader I was accountable for coaching, assisting and monitoring outlier and bottom performing associates, not only supporting them on reaching the targets but keeping them consistently delivering results that comply with company policies. As well helped as volunteer as a talent acquisition representative for different job fairs and several interviews for the hiring process. Specifically coached and mentored ~16 front line associates from 9 different teams, directly impacting site performance and leading 13 of them to reach their all-time highest performance results ever. Consumer Small Business Banking Credit Cards CSBB: Customer Service Representative I & II ( 2011-2012) o As a customer service representative I was in charge of delivering world class service to our Bank of America customers, providing solutions to their needs and managing an Order To Cash environment in where we would have specific customers in reference to their debits and credits. Also replacement cards, lost/stolen reports, points redemptions for their different rewards programs, helping with regular account maintenance information, sales, credit line reviews, and internal & external balance transfers. Consistently delivered top Quality results, with high performance in Customer Service indicators (Overall Satisfaction & Issue Resolution)
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Transcript of Resume Melissa Reyes Delgado 2.1
Melissa Reyes Delgado
San Miguel, Heredia, Costa Rica
Mobile: 83085792 / 72048058
ObjectiveWork in a learning and cooperative environment that challenges me to develop my professional capabilities and at the same time be able to contribute in a workspace that aims continual growth and opportunities for advancement.
Employment
2011-2014: BA Continuum Costa Rica Consumer Small Business Banking Credit Cards CSBB: Procure to pay and Customer Service Team
Leader (2012-2014)o As a team Leader I was accountable for coaching, assisting and monitoring outlier and
bottom performing associates, not only supporting them on reaching the targets but keeping them consistently delivering results that comply with company policies. As well helped as volunteer as a talent acquisition representative for different job fairs and several interviews for the hiring process.
Specifically coached and mentored ~16 front line associates from 9 different teams, directly impacting site performance and leading 13 of them to reach their all-time highest performance results ever.
Consumer Small Business Banking Credit Cards CSBB: Customer Service Representative I & II( 2011-2012)
o As a customer service representative I was in charge of delivering world class service to our Bank of America customers, providing solutions to their needs and managing an Order To Cash environment in where we would have specific customers in reference to their debits and credits. Also replacement cards, lost/stolen reports, points redemptions for their different rewards programs, helping with regular account maintenance information, sales, credit line reviews, and internal & external balance transfers.
Consistently delivered top Quality results, with high performance in Customer Service indicators (Overall Satisfaction & Issue Resolution) while maintaining efficiency metrics (AHT, Availability, Shrinkage) well controlled.
2011: Teletech Costa Rica Experian : Customer Service Retention Agent
o Responsible of up-selling Experian credit bureau benefits (credit reports, how to improve scores and take advantage of memberships, etc.)
Achieved one of the top 10% highest retention rates for the company in Costa Rica.
2009-2010: BCV Consultores Law Firm Law assistant
o Accountable for handling day to day support to all lawyers in the firm, including case and client management, meetings, documentation, permissions and law suits.
Melissa Reyes Delgado
January 2009 to March 2009 : Sala Constitutional Costa Rica Internship
o In charge of case submission, complaints and law suits processing for the Sala Constitucional.
Formal Education
Universidad Libre de Derecho Law student (2007-currently)
Colegio Cristiano Centro Evangelistico Bachillerato en educación media
Other Studies & Education
Universidad de Costa Rica- Certified Conversational English Six Sigma JDIC Assertive Communication Global Financial Crimes Telemarketing and privacy regulations 2014 Unfair, Deceptive or Abusive Acts or Practices Business Continuity awareness Fair Lending Recognizing Elder Financial abuse Anti Money Laundering and Economic Sanctions Information Protection and Privacy Code of Ethics Customer Service Excellence
o Making the customer feel comfortable-Behaviors for success- Working with callers in any situation
Interpersonal Skills: I am young, dynamic, enthusiastic, and energetic, with a desire of growing personally and professionally. I combine communications abilities, patience, determination, and persistence with people, using common sense, wisdom and ability to drive clever decisions under tough situations. I consider myself as a person who likes to interact with people as a way to learn from others and share my experience towards enhancing the overall learning for my peers.
Microsoft office tools: Advanced level in Power Point, Outlook, and Word. Proficient knowledge of Excel key tools.
Languages: Spanish: As a maternal language and English Written and Spoken more than 90%
Six-Sigma Yellow Belt: Currently obtaining Yellow Belt Certification, focused on process improvement for existing tools.
References Furnished Upon Reques
