Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Hardworking team player bringing necessary experience and knowledge to tackle any operational demand.
Overview
5
5
years of professional experience
Work History
Payment Expert
Sekure Payment Experts
Montreal, QC
05.2023 - Current
Monitor accounts on an ongoing basis for any issues that may require immediate attention. Proactively increase merchant loyalty. Retain merchants who are at risk of churning.
Payment Specialist
Sekure Payment Experts
Montreal, QC
09.2022 - 05.2023
Support anglo/hispanic business owners located in the U.S by answering questions, offering advice, and leveraging resources to find solutions when merchants run into challenges with their payment processing account.
Team Leader
TTEC Solutions
Montreal, QC
09.2022 - 05.2023
Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
Supervised team 15-20 members to confirm compliance with set procedures and quality requirements.
Worked with team to identify areas of improvement and devised solutions based on findings.
Customer Service Representative /Lead Agent
TTEC Solutions Canada
Montreal, QC
04.2019 - 08.2022
Responded to customer requests for products, services, and company information.
Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Account Manager
Teleperformance
05.2018 - 12.2018
Made sure our department met the needs of our clients and customers
Handle customer complaints, find solutions to their issues, and maintain a positive relationship between both parties for future business ventures.
<ul><li>Advised 20+ leaders on complex employee relations issues like performance management and workplace investigations, ensuring full compliance with Panamanian labor law and minimizing legal risks.</li><li>Keeping an Open-Door policy for the employees. Investigations regarding employee issues and complaints. Collaboration with the Security and Employee Relations departments in investigations.</li><li>Review and approval of disciplinary actions. Completed more than 500 terminations according to Panamanian labor law.</li><li>Requesting, reviewing and approving of HRIS updates, transfers, benefits payments, intercompany and schedules changes.</li><li>Led the foreigner workers contract terminations according to the established Labor Law and company policies.</li><li>Participated in the Health and Safety Committee and inspections of the Social Insurance Institution, obtaining a passing score on every inspection. Developed the accidents events guidelines and form.</li><li>Participated in projects and tasks together with other areas such as HRIS and HR Corporate, for instance, the creation of the employee knowledge database to feed the chatbot for employees questions/answers.</li><li>Reporting and KPIs examination, including attrition and exit interviews results.</li><li>Review of policies, guidelines and procedures. Creation and updates of processes and control spreadsheets such as job abandonment process and form and the Oracle Manager Self Service control.</li><li>Implemented the onboarding program for new hires.</li><li>Developed HR Topics training plan for Operations staff.</li><li>Provided on the job training to the local HR members, developing skills and empowering the team.</li><li>Managed the HR providers purchase orders and payment requests.</li><li>Maintained close collaboration with the payroll department on claims and other employees inquiries, as well as support with compliance documents.</li></ul> at ALORICA<ul><li>Advised 20+ leaders on complex employee relations issues like performance management and workplace investigations, ensuring full compliance with Panamanian labor law and minimizing legal risks.</li><li>Keeping an Open-Door policy for the employees. Investigations regarding employee issues and complaints. Collaboration with the Security and Employee Relations departments in investigations.</li><li>Review and approval of disciplinary actions. Completed more than 500 terminations according to Panamanian labor law.</li><li>Requesting, reviewing and approving of HRIS updates, transfers, benefits payments, intercompany and schedules changes.</li><li>Led the foreigner workers contract terminations according to the established Labor Law and company policies.</li><li>Participated in the Health and Safety Committee and inspections of the Social Insurance Institution, obtaining a passing score on every inspection. Developed the accidents events guidelines and form.</li><li>Participated in projects and tasks together with other areas such as HRIS and HR Corporate, for instance, the creation of the employee knowledge database to feed the chatbot for employees questions/answers.</li><li>Reporting and KPIs examination, including attrition and exit interviews results.</li><li>Review of policies, guidelines and procedures. Creation and updates of processes and control spreadsheets such as job abandonment process and form and the Oracle Manager Self Service control.</li><li>Implemented the onboarding program for new hires.</li><li>Developed HR Topics training plan for Operations staff.</li><li>Provided on the job training to the local HR members, developing skills and empowering the team.</li><li>Managed the HR providers purchase orders and payment requests.</li><li>Maintained close collaboration with the payroll department on claims and other employees inquiries, as well as support with compliance documents.</li></ul> at ALORICA