Summary
Overview
Work History
Education
Skills
social media content creator
Languages
Timeline
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Mary Karen Monterrubio Acosta

México

Summary

Personable and organized individual with keen eye for detail and positive, upbeat attitude. Possesses strong communication skills and solid understanding of office software, including proficiency in Microsoft Office Suite. Capable of enhancing team efficiency through effective coordination and administrative support.

Detail-oriented administrative assistant with experience in customer service, data entry and office management.

Overview

7
7
years of professional experience

Work History

Administrative Assistant

Corporativo RS
04.2024 - Current
  • Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
  • Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
  • Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
  • Ensured accurate record-keeping with diligent data entry and database management for vital company information.
  • Promoted a positive work environment through effective communication skills and fostering professional relationships among colleagues.
  • Managed filing system, entered data and completed other clerical tasks.
  • Performed research to collect and record industry data.

Call Center Quality Analyst

YASC
01.2021 - 03.2024
  • Enhanced call center performance by implementing quality monitoring processes and providing feedback to agents.
  • Improved customer satisfaction ratings by analyzing call recordings and identifying areas for improvement.
  • Conducted regular evaluations of agent interactions, ensuring consistency in delivering exceptional service.
  • Served as a subject matter expert on call center quality assurance, providing guidance and expertise to colleagues and management as needed.
  • Maintained detailed records of quality evaluations, providing valuable insights for ongoing performance reviews and improvement initiatives.
  • Minimized customer complaints by proactively addressing potential issues through close monitoring of call metrics.
  • Facilitated regular calibration meetings with supervisors, aligning evaluation standards for consistent results throughout the team.
  • Supported team members in exceeding set targets by sharing best practices and offering constructive feedback during one-on-one coaching sessions.
  • Collaborated with management to develop targeted coaching plans, resulting in higher agent performance levels.
  • Evaluated current processes to develop improvement plans.

Bank Executive

Afore Banorte
02.2020 - 07.2020
  • Supervised branch operations and made continuous improvements in each area.
  • Provided direction and leadership to all employees to maximize productivity and bottom-line profitability.
  • Represented bank at community events to establish strong ties and promote business.
  • Set risk management policies to mitigate bank losses.
  • Increased customer satisfaction by streamlining banking processes and implementing new technologies.
  • Met with clients to generate new business and negotiate contracts.
  • Prepared internal and regulatory financial reports, balance sheets and income statements.

Call Operator

CCSERVICES
08.2017 - 02.2020
  • Achieved high levels of customer satisfaction through empathetic problem-solving and clear communication.
  • Improved customer satisfaction by efficiently handling inbound calls and addressing concerns promptly.
  • Reduced wait times for callers by effectively prioritizing tasks and managing high call volumes.
  • Demonstrated adaptability by quickly adjusting to changes in company protocols or procedures as necessary, maintaining seamless service quality for callers.
  • Maintained professional relationships with clients through excellent phone etiquette and active listening skills.
  • Maintained system documentation detailing service operations.
  • Promoted a positive workplace culture by actively participating in team-building activities and supporting fellow operators during challenging situations.
  • Operated switchboard and routed incoming calls to appropriate departments.
  • Monitored call queues and worked quickly to answer and resolve inquiries within target timeframes.
  • Performed data entry operations to update database with customer responses.
  • Reviewed customer feedback to determine strategies for improving customer service.
  • Gathered customer information and promptly input data into computer system.
  • Warmly greeted callers and offered assistance in transferring to appropriate department or employee.

Education

Degree in Education - English As A Foreign Language

Escuela Normal Superior De Yucatán
Mérida, Yucatán, Mexico
07-2019

Skills

  • Customer service
  • Data entry
  • Computer skills
  • Office administration
  • Administrative support
  • Microsoft Word
  • Time management
  • Microsoft Excel

social media content creator

I record videos for the tiktok platform about Korean culture to help promote my basic Korean and English courses for children and teenagers.

Languages

Spanish
Bilingual or Proficient (C2)
English
Upper intermediate (B2)
Korean
Beginner (A1)

Timeline

Administrative Assistant

Corporativo RS
04.2024 - Current

Call Center Quality Analyst

YASC
01.2021 - 03.2024

Bank Executive

Afore Banorte
02.2020 - 07.2020

Call Operator

CCSERVICES
08.2017 - 02.2020

Degree in Education - English As A Foreign Language

Escuela Normal Superior De Yucatán

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Mary Karen Monterrubio Acosta