Universidad del Quindío

Project Manager at CP & Krell Group

Dallas, Texas, United States

Lead and serve as a Project Manager - Recruiting Specialist at the CP & Krell Group, a recruitment company part of the MRINetwork with an exclusive specialization in Marketing and eCommerce. The clients whom I work with reach out to us when they need game changers in their organization who have an eye for innovation and can bring a new omnichannel perspective to their companies.

CP & Krell Group

Project Manager -  Recruiting Specialist

- Leading the Customer Experience team as they interact with customers through phone calls, live chats, and emails.•	In charge of 5 Customer Service agents who work remotely.•	Feedback, coaching and 1:1 to behavior and skill improvement.•	Execute team building and motivational activities.•	Manage reporting tools to track attendance, performance, coaching, quality, etc.•	Responsible for the daily, weekly, and monthly reports of sales, refunds, and inventory. •	Learned all software's utilized by the company.

Vista Flor

Contact Center Manager

- Responsible for guiding my team in order to meet certain goals in our KPIs.•	Passionate for developing talent among the team and for inspiring them to accomplish daily, weekly, and monthly results.•	Problem Solver, Team Worker and Analytical Thinker.•	Coaching for performance improvement – skill and behavioral oriented.•	Manage reporting tools to track Agent´s performance and Production performance.•	Review low Performers areas of opportunities.•	Monitored daily internal queue volume as well as internal/external contacts and requests•	Maintained weekly scorecards / monthly performance reviews. •	Participate on calibration sessions with the Client.•	Learned all software's utilized by the company.

Nathaly Herrera