Estephany F.

ESTEPHANY FERNANDEZ Calle 69D #105f-26 | Tel: [login to view URL] | E-mail: [login to view URL] SUMMARY Dedicated and resourceful with over 8 years of experience in fast-paced Contact Centre settings. My expertise includes providing top-notch support align to operational needs. Experienced in coaching, data analysis, implementation of activities with continuous- improvement and the capability of working effectively in a team driven environment. WORK HISTORY 11/2022 – Current 09/2018 – 11/2022 04/2022 – 08/2022 Logistics coordinator -Collector Lean- MNX & DB Schenker • Coordinate and manage movement of goods. • Ensuring timely delivery by optimizing transportation processes. • Resolving shipment issues • Keep track of assigned accounts to identify outstanding debts. • Plan course of action to recover outstanding payments. Field Effectiveness coach GBS Scotiabank － Bogota Colombia • Strategic leadership supporting the operation increase their monthly pulse. • Align with priorities to identify needs for change Management. • Conduct impact analysis, assess change readiness, identify pain points to implement action plans generating quick positive results. • Create activities with newly hired low performance teams and team leaders to enhance their skills to consistently accomplish the targets. Acting-Performance manager GBS Scotiabank － Bogota Colombia • Leading and sustaining performance projects for customer interaction with all Scotiabank regions serviced from Colombia’s campus center. • Manage and develop a high-performance team 015- 09/2018 Customer care advisor GBS Scotiabank － Bogota Colombia • Customer service advisor for English Caribbean Regions • Identify customer needs. • Educate customer to become financially better. • Provide popper solutions satisfying the customer needs. 08/2014 - 11/2015 04/2011 - 03/2013 05/2005 - 04/2007 01/2005 - 08/2005 Customer Service Supervisor/Collections Newcome － Bogota Colombia / Miramar FL • Leading the technical service representative group Focusing on problem-solving of Voice Over IP services. • Creating and managing team schedules • Trainings and skill builders (new hires) • Evaluating performance and providing feedback • Identifying needs • Monitoring accounts to identify overdue payments. • Keeping accurate records and reporting on collections activity • Resolve billing and customer credit issue-Collections. • Take action to encourage timely debt payments. Customer Service Representative Tracfone － Bogota Colombia • Technical support service representative • Customer experience – guidance on cellphone updates • Provide popper solutions satisfying the customer needs. Bank Teller Mid-Hudson Valley Federal Credit Union － Middletown New York • Customer service guiding/supporting every customer with their banking needs. • Provide everyday banking solution