As a freelance graphic designer, I focus on delivering tailored solutions to my clients. My process begins with creating a memorable logo that truly reflects the company and its services. From there, I provide comprehensive branding services to establish a cohesive brand identity, and finally, I elevate the business’s visual presence with a custom-designed website.

At Oclinicals, a company providing services to doctor's offices in the U.S., I worked with a gastroenterology office in Virginia and managed a team of 7 call center agents. I ensured compliance with company policies and key performance metrics, such as handling time, customer satisfaction, and resolution rates. As a liaison between agents and upper management, I communicated team performance and addressed any issues. I provided ongoing training, reviewed calls for quality, and offered coaching to improve performance. This year, I developed a monthly action plan that focused on issue resolution versus average handling time, tailoring strategies to each agent's specific challenges. By tracking weekly performance and gaining a deeper understanding of individual situations, I improved overall transparency and performance. As a result, I helped every agent achieve at least 95% of their bonus, compared to previous rates of just over 50% for some.

At Concentrix, I was part of a call center campaign supporting various software products for a U.S. tech company. My responsibilities included providing ongoing training, coaching, and feedback to enhance agent performance, ensuring quality by reviewing calls, addressing issues, and handling escalated customer complaints. I also identified process inefficiencies, suggested improvements, and supported team members in achieving their goals and managing workloads effectively. In 2020, I developed a new training plan, incorporating updated real-case scenarios from the account, which was delivered during the final week of training. This plan significantly aided new hires during the nesting phase and contributed to improving the Help Resolve Metric from 55% to 75%, alongside CSAT as key performance measures.

At Alamo, I was responsible for understanding customer needs to recommend the best rental options, promoting services and add-ons to increase sales, and identifying new business opportunities to expand the customer base. I managed rental agreements, conducted vehicle inspections, and monitored inventory to meet customer demand efficiently. Additionally, I tracked sales performance, analyzed market trends and competitor offerings, and provided insights to refine sales strategies and improve service quality. As a Sales Executive, I conducted monthly visits to our partners, successfully maintaining an 80% retention rate.

Responsible for meeting with clients to understand event objectives, developing creative concepts, and managing event budgets. Researched venues, selected and negotiated with vendors, and designed promotional materials. Coordinated event-day activities, managed staff and volunteers, and prepared post-event reports with financial summaries and feedback analysis.