Liz Espejo Mora
Montreal,Canada
Summary
Experienced and enthusiastic Consultant with a track record of success across various industries. Possesses exceptional interpersonal, problem-solving and analytical skills to provide advice and expertise to client organizations improving business performance. Experienced in all aspects of operations, strategy and performance.
Overview
12
12
years of professional experience
1
1
Certification
3
3
Languages
Work History
PeopleX Consultant
BairesDev
01.2022 - Current
- Identify potential attrition triggers in a timely and proper manner in their Portfolio so concrete actions can be taken in order to address and mitigate each risk and, by doing so, lower the attrition ratio and increase the revenue of the company.
- Delivered outstanding service to clients to maintain and extend relationship for future business opportunities.
- Managed client relationships through regular check-ins and updates on project progress.
Performance Coach
Scotiabank
09.2018 - 07.2021
- We aim to identify the underlying behaviours affecting the performance of both advisors and leaders in the Canadian customer service region
- Our goal is to provide personalized coaching and tools to improve job performance and achieve operational metrics
- We also conduct training sessions for leaders to develop their soft skills and performance coaching abilities, which will ultimately improve the performance of their teams.
- Applied training techniques to improve performance.
Customer Service Ambassador
Scotiabank
04.2017 - 08.2018
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
Customer Service Representative
Teleperformance
10.2013 - 12.2014
- Microsoft support provides technical support for Premier users, acting as a translator between software engineers and clients to resolve issues.
Customer Service Representative
Sutherland
03.2013 - 09.2013
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Customer Service Representative
Convergys Intelligent Contact
02.2012 - 09.2012
- Asesor de AT&T Mobility
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Education
Photography -
LCI Bogotá - Institute of Higher Education
12.2016
Skills
Agile Methodologies
Issue Resolution
Strategic Planning
Analytical Thinking
Work Planning and Prioritization
Analysis & Evaluation
Cultural Awareness
Jira
Certification
- Coaching Principles
- How To Make Better, Faster Decisions At Work
- Manager as Coach
- Conflict Management at Work: Real World Strategies & Tools
Languages
Spanish
Native or Bilingual
English
Full Professional
French
Elementary
Current Role
- Employee RelationsEmployee Relations
- Internal CustomersInternal Customers
- ConfluenceConfluence
- Risk ManagementRisk Management
- JiraJira
- Microsoft Suites
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimeWork Location
RemoteHybridImportant To Me
Work-life balancePersonal development programsWork from home optionCompany CultureSoftware
Jira
Confluence
Microsoft Suite
AS400
Google Suite
Interests
Running
Photography
Reading
Quote
“What I believe” is a process rather than a finality. Finalities are for gods and government, not for the human intellect.
Emma Goldman
Timeline
PeopleX Consultant
BairesDev
01.2022 - Current
Performance Coach
Scotiabank
09.2018 - 07.2021
Customer Service Ambassador
Scotiabank
04.2017 - 08.2018
Customer Service Representative
Teleperformance
10.2013 - 12.2014
Customer Service Representative
Sutherland
03.2013 - 09.2013
Customer Service Representative
Convergys Intelligent Contact
02.2012 - 09.2012
Photography -
LCI Bogotá - Institute of Higher Education
- Coaching Principles
- How To Make Better, Faster Decisions At Work
- Manager as Coach
- Conflict Management at Work: Real World Strategies & Tools
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