Mary Cris Veloso

I have 6 years of combined extensive customer service experience in both office and remote settings from meer customer relations to training and development and team management.

MANAGEMENT, TRAINING & DEVELOPMENT

I am an experienced communications trainer with strengths in customer relations and employee retention.

I've worked for a US-Telecom company for 4 years first as a front-liner and climbed the ladder to becoming a trainer wherein I conducted classes of 10-20 students from which I had to develop their communication skills in 20 days and prepare them to become their own version of customer and technical experts.

From 2018 to 2019, I worked as a Call Center operations manager/trainer/coach/process developer/scheduler for GrandTeton Professionals. Since the pool of talents that we had for the company was so diverse (employees were from Latin America, USA and Asia) I had to start polish their communications skills and grasp of the English language particular to grammar, sentence construction to tailor-fit the customer-service culture.

Part of my task included but not limited to:

• Schedule blocking for a 24/7 department considering the time zones each employee was in.
• Workforce management via call queue analysis and predictions using Freevoice, Dialpad, and LiveChat data.
• Sales coaching and employee development for them to hit their KPIs
• Process development to make sure that the company procedures and protocols were aligned with the US commercial standards and were adjusted according to client feedback.
• Updating the Salesforce system in terms of ticket update, employee profile update and case documentation.
• Quality check via call, email and chat review from Dialpad, Freevoice, Ring Central, Gmail, Outlook, and LiveChat, respectively.
• Call flow development to create a communication standard among employees
• Technical call management/call routing/VOIP management (Freevoice, Dialpad, Ring Central). 

INTERNATIONAL SOURCING and RECRUITMENT

I have provided sourcing, recruiting and interview services for an international remote company and have handled the recruitment process for international applicants - Venezuelan, Indian, Russian, Chinese, American.

When I worked as a VISA case manager for Career China, I sourced, interviewed and assisted around 800 to 1,000 candidates/applicants all throughout Europe(Ireland, United Kingdom), South Africa (Johannesburg, Cape Town), around United States and Canada who were willing to relocate to China and work as an English teacher for companies such as First Leap and government schools in Beijing, Chongqing, Nanjing, Sanya, etc.

BEHAVIORLA ANALYSIS, COMMUNICATIONS, COACHING

During my stay as a Call Center Operations Manager, I also worked as an official sourcer, recruiter and interviewer for 2,000 - 3,000 applicants from Venezuela, Brazil, Cuba, India, America and Philippines for different roles available in GrandTeton Professionals. Since the company had 8 departments and supported credit-repair and lending, the goal was to find candidates with financial background and knowledge about credit repair, lending, credit scores, and the US financial system.

My main goal was always to find the best employee with the best working attitude and with the highest potential. It is true that it is difficult to find the best partner for your business but by finding the person with the right attitude with trainable skills, we can develop him/her into the best employee or partner you can have.

I am confident that my skills, work attitude, and professionalism will harbor a good amount of opportunities for both parties as I always make sure to deliver excellence, precision, and quality in every task.