Yessica Lizbeth Tovar Pérez

Responsible of developing analysis of call center performance results.

Extract and analyze call center data from systems and databases like Power BI, Pulse, CCS Dashboard, to create reports and presentations.

Track and measure KPIs (Key Performance Indicators).

Analyzed operations data to identify trend and anticipate LOB needs.

Prepare and develop innovative plans and strategies to increase Line Of Business' performance and productivity.

Collaborate with operations front line, giving them visibility to improve in their areas of opportunity.

• Customer Service Executive in Credit and Collections.
• Processed payments over phone.
• Followed up with customers, leveraging empathetic and transparent communication to offer top-quality assistance.
• Uploaded data in accordance with company policies, data security protocols and local legislation.
• Reviewed accounts to determine payment plan compliance.
• Collaborated with other agents and collections staff to address team goals.
• Took full ownership for assigned accounts, solving customer problems and providing excellent customer service.

• Provided real-time support to staff with technical issues on conference and video calls.
• Provided accurate and detailed diagnostic and troubleshooting information over the phone and via webchat.
• Communicated effectively with technical support teams to resolve escalated issues swiftly and efficiently.
• Spoke to customers in multiple languages to resolve problems and answer questions.
• Troubleshooting assistance over the phone.
• Logged and completed reports to submit technical details to management.
• Used support tickets to track and speed up incidents.
• Conducted tactical troubleshooting to identify faults.
• Entered comments to control system operation, verify functionality and detect errors.
• Identified system performance issues, providing swift remedial action.
• Utilized a solution-focused approach to resolve and clear customer cases efficiently.
• Provided clear and concise step-by-step technical support to guide clients.
• Responded to customer emails, calls and live chat regarding technical malfunctions and issues to fix remotely.

• Provided international students with English language skills to improve communicative ability in speaking, listening, reading and writing.