Mishell Muhammad Linares
Lima
Summary
Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities gained from over ten years of work experience to drive team success and contribute to organizational growth.
Overview
11
11
years of professional experience
Work History
ENGLISH RETAIL CUSTOMER SERVICE
TELEPERFORMANCE
10.2024 - Current
- Provide customers with assistance through chat, email and phone to resolve technical issues, assist with purchases, answering product information and clear up doubts or problems with orders and payments.
- Set up reminders and tasks for customers` requests and insure they are completed in a timely manner.
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Excellent communication skills, both verbal and written.
Catering and Baking
MANCHIES
08.2014 - Current
- Started an at-home baking/catering service with my sisters
- Responsible for customer communication, taking orders and payments and resolving any doubts or issues.
- Assist with fulfilling orders, both baking and cooking.
- In charge of completing supply orders and taking inventory.
- Self-motivated, with a strong sense of personal responsibility.
ENGLISH TECH SUPPORT QA Analyst
TELEPERFORMANCE
03.2023 - 04.2024
- Monitor recorded calls to give agents and their supervisors feedback in order to continuously improve and uphold as well as surpass KPI targets
- Customer sentiment and sales champion - tasked with coaching low outliers, reporting and guiding agents in both operations and training
- Report any agents who did not comply with campaign requirements and develop a 3 month action plan in order to improve metrics and compliance.
- Deliver weekly reports on agents metrics, providing daily and weekly high and low points, strengths and weaknesses to work on.
- Tasked with sharing tips and advice daily with agents to improve metrics.
- Organize and carry out weekly refresher and uptraining sessions to both new hires and tenured agents.
- Organize and lead calibration sessions with all areas of operations team as well as the client.
- Teamwork and coordination with trainers and supervisors to insure seamless transition of new hires into operations and to guarantee continuous improvement and success of tenure agents.
ENGLISH TECH SUPPORT AGENT
TELEPERFORMANCE
08.2022 - 03.2023
- Delivered professional phone and email support, maintaining a consistently positive tone throughout all communications.
- Escalated critical issues promptly to ensure rapid resolution for clients experiencing significant difficulties or potential business impact.
- Participated in regular training sessions to stay updated on the latest product developments and industry trends.
- Developed comprehensive knowledge of products and services to provide accurate solutions.
- Assisted with mobile app issues, including troubleshooting and guiding users through app functionalities.
- Quickly acquired skills with multiple company-specific software tools during training and further improved through day-to-day work operations experience.
- Wrote and reviewed tickets to request maintenance to various types of equipment.
- Promoted efficiency among departments with prompt resolution of system issues.
- Created support documentation that enabled user community to extend skills, leverage system features, and find resolutions to questions without intervention from support team.
English Customer Service/Receptionist
CD COMMUNICATIONS
09.2018 - 07.2022
- Appointment Scheduling: Coordinate appointments for patients to meet with professional physicians across the clinic's 25 locations throughout the State of Florida, USA.
- Bilingual Communication: Answer incoming calls promptly and greet callers warmly and professionally in either English or Spanish, based on the caller's preferred language. Take messages accurately and provide information about the clinic's services as needed.
- Report Management: Maintain up-to-date reports on patient appointment statuses and communicate this information to the respective clinics to ensure they are well-informed.
- Confirmation and Rescheduling: Reach out to patients via phone calls and emails to confirm or reschedule appointments, taking into account the availability of doctors. Update patient appointment records accordingly in the reports.
- Appointment Coordination: Work closely with clinic staff to ensure smooth scheduling and coordination of patient appointments, optimizing the utilization of physician availability.
- Customer Service: Provide excellent customer service to patients by addressing any inquiries or concerns they may have regarding their appointments or the clinic's services.
- Documentation: Maintain accurate and detailed records of all communications and interactions related to appointment scheduling and patient inquiries.
- Team Collaboration: Collaborate effectively with other team members to streamline appointment scheduling processes and improve overall efficiency.
- Adherence to Policies: Ensure compliance with clinic policies and procedures regarding appointment scheduling, patient confidentiality, and communication protocols.
- Continuous Improvement: Actively participate in training programs and seek opportunities for professional development to enhance skills and improve performance in appointment scheduling and customer service delivery.
Head Waitress/Kitchen Prep Cook
RESTAURANTE DON JOSE
06.2016 - 08.2018
- Head Waitress in charge of serving and resolving customer complaints, creating rotating shifts for other waiters, and organizing supply lists
- Provide customers with a positive dining experience and answer any meal and food related inquiries about preparation, ingredients and offer suggestions based on preferences.
- Chef’s assistant; duties included prepping the ingredients and workstation as well as coordinating with management about the week’s menu options
ENGLISH CUSTOMER SERVICE AND SALES
3M NETWORKS
11.2015 - 05.2016
- Worked effectively in fast-paced environments.
- Incorporate upselling techniques to meet daily and weekly quotas for custom golf company.
- Insure customer satisfaction with custom order by accompanying them through the process from first order to delivery and use of new equipment.
- Answer and follow up with interested customers, provide product information, generate estimates and handle payments.
Education
WINDSOR LOCKS HIGH
01.2011
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CROMWELL HIGH
01.2014
Skills
- Multi-tasking, organized and works well under pressure
- Adapts to both individual and team environments
- Time management – good at organizing and maximizing time given to complete tasks
- Knowledge and experience using Microsoft Office
- Positive and friendly attitude, people oriented and love to help others
- Strong empathy and active listening skills
- Focused on problem solving, attention to details and results
LANGUAGES
English Native
Spanish Fluent
French Basic
Timeline
ENGLISH RETAIL CUSTOMER SERVICE
TELEPERFORMANCE
10.2024 - Current
ENGLISH TECH SUPPORT QA Analyst
TELEPERFORMANCE
03.2023 - 04.2024
ENGLISH TECH SUPPORT AGENT
TELEPERFORMANCE
08.2022 - 03.2023
English Customer Service/Receptionist
CD COMMUNICATIONS
09.2018 - 07.2022
Head Waitress/Kitchen Prep Cook
RESTAURANTE DON JOSE
06.2016 - 08.2018
ENGLISH CUSTOMER SERVICE AND SALES
3M NETWORKS
11.2015 - 05.2016
Catering and Baking
MANCHIES
08.2014 - Current
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CROMWELL HIGH
WINDSOR LOCKS HIGH
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