AZUCENA DEL CARMEN ZAMURIA RODRIGUEZ

Address: Urbanización Valles de Santa Rosa. Bloque

C-13, casa #282. Ciudad Sandino
Born on September 20th, 1977, Nicaraguan
E-Mail: zamuria3@hotmail.com
Contact Number: 8465-6041

Workable Experience

Web Traffic Guru

Dispatcher: July 28th -2020- Present

 Accept service calls from customers

 Prioritize and schedule service calls
 Efficiently dispatch service technicians
 Review technicians work orders to accuracy
 Assist with timely and accurate billing

Inspiro Relia
Team Lead: August 2019-July 2020

 Monitoring and evaluating agent performance, providing learning or coaching opportunities

 Answering agent questions regarding best practices or difficult calls
 Ensuring agents understand and comply with all call center objectives, performance standards and policies.
 Take sup calls and manager calls when escalates to a higher lever in order to assist customers in a proper
way

Web Traffic Guru

Dispatcher: October 2017-April 2019

 Accept service call from our customers

 Prioritize and schedule service calls
 Efficiently dispatch service technicians
 Review technician work orders to accuracy
 Assist with timely and accurate billing
SITEL Nicaragua:
Campaign: Equifax. Sales Representative 2015-2017

Principals Functions:

 Offer services to monitor credit reports

 Provide information regarding credit bureaus services
 Log customer’s orders on Siebel system

SITEL Nicaragua:
Campaign: Capital One: Supervisor for Customer Service. 2011 - 2015.

Principals Functions:

 Motivate team to achieve service goals through regular coaching

 Contribute to management team objectives through teamwork
 Administer policies and procedures to assure consistency
 Ensure efficient performance of the agent group through balancing human and technical resources
 Maintain complete knowledge of all service tasks and programs, as well as system and telecommunications
capabilities
 Execute disciplinary actions when necessary
 Monitor, coach, and counsel representatives in an on-going development process

SITEL Nicaragua:
Campaign: Virgin Mobile USA. 2008-2010.

Principals Functions:

 Customer Service
 Saves and Technical Support skills
 E-mail Program Support

Buena Esperanza Limitada. 2003-2007.

Customer Service at Sportsbook area

Principals Functions:

 Customer service
 Placing bets over the phone and face to face
 Place betting lines on the board before shift starts
 Update boards during the shift to make sure customers are aware of the changes on lines
 Ensure customers have all the information place on boards and on TV to place their bets
 Wakachiku Construction Co. Lda for Proyecto de Instalación de Facilidades
Pesqueras en San Juan del sur, Rivas
Administrative Assistant

Principals Functions:

 Receiving/sending calls, fax or documents

 Inventory of office supplies and equipment
 Marketing for office and project site supplies
 Filing and maintaining records and documents
 Attend requirements for permit, visa, tickets, etc
 Coordinate between office and project site

Competencies’ Generics:

 Ability to work well with people

 Strong organizational, administrative and time management skills
 Ability to make quick, accurate and appropriate decisions
 Exceptional skills in keyboard and operating computer systems
 Excellent written and verbal communication skills in both English and Spanish
 Prioritize assignments, follow-up ensure task completion and manage multiple projects
 Coaching skills

Academic Education

Primary School Sagrada Familia #2 Primary School Certificate

High School Rev. Boanerges Aragon: High School Graduated

UCA: University - Bachelor’s Degree in Teaching English as a Foreign Language.

Languages

Native Language: Spanish.

Fluent in English Language.
 Other Courses

French Alliance of Managua

Basic Level (II).

ILCOMP
Computer Programming Course with emphasis on Microsoft
Office Programs and Internet Skills.

Centro Practico de Comercio

Grammatical English System.

References.

Lic. Nema Alvarado

Senior Operation Manager (SOM) Capital One
Phone# (505) 8396.1566

Ing. Luis Gutiérrez Aburto

Manager Sportsbook - Pharaohs Casino
Phone: (505)2278.3752, Ext.119

Lic. Maria Alejandra Mora

Coordinator for the Saturday English Program At Ave
Maria College of the Americas
Phone: (505) 8825.6988

Ing. Yorishia Sugita

Project Manager in San Juan del Sur, Rivas
Proyecto de Instalación de Facilidades Pesqueras, Puerto San Juan del sur.
Phone: (505) 568.2367

Lic. Francisco Garcia

Head of Technical Training Department
Manuel Olivares Rodríguez
Phone:(505) 5853-3650

Gustavo Jimenez
Operations Manager-Inspiro
Phone:7849-1863

Esteivi Herrera
Operations Manager- Inspiro
Phone:8283-2779