Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Mailenth Cantillo

Burnaby,BC

Summary

I define myself as a responsible, attentive, dedicated person, who works as a team, integrates, recursive, committed to work, intelligent, who has the capabilities to comply with whatever is assigned. I can be very useful for any entity, since I have aptitude and attitude, in addition to the following qualities: analytical, creativity, leadership, organization, availability and ability to learn new functions in a short time, in addition to being a self-directed person focused on process improvement.

Overview

8
8
years of professional experience

Work History

Supervisor

Spring Financial
05.2024 - 08.2024
  • Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
  • Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
  • Enhanced communication within the team by holding regular meetings and encouraging open dialogue among all members.
  • Conducted performance evaluations for staff members, identifying areas of improvement and guiding professional development plans.
  • Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.

Service Delivery Team Lead

United Healthcare Insurance
09.2022 - 02.2024
  • Supervise and work oriented on KPIs and achieve the metrics goals, WFM POC for reporting and tracking incidents with ABS, ADH and Attrition, deliver training updates and coordinate engagement activities, QA evaluations and follow up with coaching and feedbacks when needed, administrative work for medical leaves, vacations etc.
  • Established clear objectives for the service delivery team, effectively communicating expectations and holding team members accountable for their performance.
  • Organized training sessions to keep team members updated on emerging trends within the industry as well as new tools or technologies relevant to their roles.
  • Managed escalated customer issues from initial contact through resolution, demonstrating empathy while working diligently towards satisfactory outcomes for all parties involved.

Implementation Specialist

Dominion Payroll Services
04.2022 - 09.2022
  • Reports and data analyst for a payroll vendor, create dashboard and train the clients on the platform they will be using for payroll
  • Also, create profiles based on wages, loans and federal taxes.
  • Reduced data entry errors by conducting regular audits and providing user training.
  • Performed data entry and other administrative duties in support of office staff.

Supervisor

Ambit Energy LLC
02.2021 - 04.2022
  • New hires\chat\Retention agents, monitor their performances and improve their skills, implementation of dynamic tables and other excel options in order to easily read the raw data on all the indicators related to the agent and data information related to the feedbacks and upskills, knowledge about IT, QA and RRHH.

Trainer

Ambit Energy LLC
06.2020 - 02.2021
  • New hires and upskills training on the campaign, provide feedbacks and verify QA during the OJT process, provide updates and refresh session (seasonal updates), Documentation in dynamic tables of the performance of the agents in order to follow up on their learning curve.

Call center agent (customer service, escalations, chat and Backoffice)

Ambit Energy LLC
03.2018 - 05.2020
  • Customer service in the electric and gas public service area related to each state of service, provide information regarding billing, service plans and register new customers, effectively solve customer requests, and comply with the metrics established for the performance of the operation

Chemistry laboratory monitor

Universidad del Atlántico
02.2017 - 06.2017
  • To prepare solutions and qualifications for the different laboratory practices carried out in the faculties of chemistry, physics, and engineering, to assist teachers in class hours within the laboratories.
  • Enhanced laboratory safety by implementing and enforcing strict monitoring protocols.
  • Contributed to accurate record-keeping by meticulously updating laboratory logs and databases.
  • Assisted in troubleshooting technical issues, resulting in minimal downtime for research projects.

Internship

Bavaria S.A.
07.2016 - 01.2017
  • Carry out reports on energy, water, and CO2 consumption, keep records of contractors' qualifications, physicochemical analysis in the quality area, analysis of production data to find the optimal point of the amount of purge removed from the fermenters to reduce beer losses before maturation.
  • Promoted a safe work environment through strict adherence to safety guidelines and protocols during all brewery operations.

Education

Bachelor of Science - Chemical Engineer

Universidad Del Atlantico
12.2017

Skills

  • Assertive Communication (certified)
  • Advanced Excel (Certified)
  • English B2 (certified)
  • Professional ethics
  • Office package management
  • Basic knowledge of project formulation
  • Goal-Oriented
  • Staff Management

Languages

English
Full Professional
Spanish
Native or Bilingual

Timeline

Supervisor

Spring Financial
05.2024 - 08.2024

Service Delivery Team Lead

United Healthcare Insurance
09.2022 - 02.2024

Implementation Specialist

Dominion Payroll Services
04.2022 - 09.2022

Supervisor

Ambit Energy LLC
02.2021 - 04.2022

Trainer

Ambit Energy LLC
06.2020 - 02.2021

Call center agent (customer service, escalations, chat and Backoffice)

Ambit Energy LLC
03.2018 - 05.2020

Chemistry laboratory monitor

Universidad del Atlántico
02.2017 - 06.2017

Internship

Bavaria S.A.
07.2016 - 01.2017

Bachelor of Science - Chemical Engineer

Universidad Del Atlantico

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Mailenth Cantillo