EVELYN FANNI MANZANO NERI
Summary
Having a mindset of constant improvement and evolution, being a detail-oriented professional with strong work ethic and dedication to achieving goals, leads on owning the skills and knowledge required for this position.
Overview
14
14
years of professional experience
2
2
Languages
Work History
Supervisor Trilingual
Herbalife
09.2022 - Current
- Supervision of daily Canada operations to meet KPI's goals.
- Applied strong leadership and problem-solving skills to create an engaged teamwork environment while seeking to achieve the highest standards of Quality and Members satisfaction.
- Handled members and customers complaints and escalations in Spanish, English and French.
- Monitored workflow to improve AHT and increase productivity.
- Meetings, feedbacks, up-trainings/refreshers, coaching, development plans and individual objectives for each team member.
- Communication and support to different involved departments to handle Members requests or complaints in French.
Supervisor, Distributor Services
Herbalife
09.2021 - 09.2022
- Supervision of daily North America operations to meet our KPI's goals.
- Applied strong leadership and problem-solving skills to create an engaged teamwork environment while seeking to achieve the highest standards of Quality and Members satisfaction.
- Handled members and customers complaints and escalations in Spanish, and English.
- Meetings, feedbacks, up-trainings/refreshers, coaching, development plans and individual objectives for each team member.
- Monitoring of Members and customers interactions in English and Spanish.
Coordinator, Distributor Services
Herbalife
4 2019 - 09.2021
- Supervision of daily North America operations to meet our KPI's goals.
- Handled members and customers complaints and escalations.
- Meetings, feedbacks, up-trainings/refreshers, coaching, development plans and individual objectives for each team member.
- Monitoring calls in both English and Spanish to ensure the highest Quality service.
Trilingual Supervisor, Customer Service
Teleperformance CDMX
11.2016 - 03.2019
- Supervision and follow up of all metrics evaluated in the project
- Monitoring, feedback and coaching of Spanish, English and French calls, emails and chats for every skill
- Presentations of results and action plans focused on improvement
- Keep good communication with each client of the project and the different areas of the contact center
- Promoted to Quality analyst and then Supervisor
- In the process of turning the next level
- Being part of chat and new skills implementation
- Kept most KPI's on goal.
Bilingual Director Assistant
Karum Latin America
07.2012 - 06.2015
- Results presentations, expenses reports, agenda tracking and reservations.
- Translations (Spanish to English), verification of privacy contracts.
- Office administration and logistics.
- New agreements with new suppliers.
- Excellent organization of information and office management.
Bilingual Director Assistant and Customer Care Analyst
Volvo Auto de Mexico
05.2010 - 07.2011
- Administrative assistance of 4 Directors in the company.
- Customer care follow up of complaints and issues not solved by the Contact Center.
- Monitoring of complaint calls, reports, and presentations of service level and resolution of complaints.
- Potential customers' assignation to Distributors and its approval or denial.
- Excellent communication with different departments solutions to end use customers.
Education
Bachelor of Hospitality and Tourism Business Administration -
Escuela Bancaria Y Comercial And Institute Vatel
Mexico And FranceSkills
Strong Leadership
Excellent interpersonal skills
Teamwork and Collaboration
Effective Communication
Fast learner
Creativity
MS Office
Problem-Solving
Analytical Skills
Task Prioritization
Abilities And Skills
- Teamwork
- Servant leadership
- Adaptability
- Proactive
- Problem solving
- Multitasking
- Quick learner
- Good communication skills (verbal and written)
- Spanish language: native
- English language: advanced (Teacher's Diploma)
- French language: intermediate
- Microsoft office
- Google drive
- Excel intermediate
Timeline
Supervisor Trilingual
Herbalife
09.2022 - Current
Supervisor, Distributor Services
Herbalife
09.2021 - 09.2022
Trilingual Supervisor, Customer Service
Teleperformance CDMX
11.2016 - 03.2019
Bilingual Director Assistant
Karum Latin America
07.2012 - 06.2015
Bilingual Director Assistant and Customer Care Analyst
Volvo Auto de Mexico
05.2010 - 07.2011
Coordinator, Distributor Services
Herbalife
4 2019 - 09.2021
Bachelor of Hospitality and Tourism Business Administration -
Escuela Bancaria Y Comercial And Institute Vatel
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