Miriam E Romero
258 Getty Ave.
Clifton, NJ 07011
High School (1997) Colegio Hermana Virginia Rossi
Centro Cultural Colombo Americano (1998 - 2000) Basic English Course
YMCI en Montreal (2000) Advanced English Course
Call Center Training: 80 hours
How to be an effective leader
Asociación Colombiana de Contact Centers y BPO con el SENA y Teleacción
- How to develop Customer Service skills (September 3 & 4 - 2010)
Sistemas Servicios y Soportes (January 2001 – January 2002)
Receive all personnel and equipment for maintenance and system updates. Answer calls, collections and transferring other calls to the appropriate department.
Centro de Idiomas Michigan (January 2003 – November 2005)
Teach students the fundamentals of the English language and prepare activities that create a larger interest and facilitate learning a new language.
Call Center Agent
Transcom (December 2006 – January 2008)
Provide general assistance of telephone services for the company McLeodUSA. Open trouble tickets for damaged phone lines, add or remove phone services and provide the customers any and all information about their accounts.
Transcom (February 2008 – March 2008)
Monitor and provide feedback to call center agents in order to guarantee quality by our client’s standards, helping to obtain maximum efficiency and productivity from all agents.
Sales and Customer Service Supervisor
Transcom (April 2008 – January 2011)
Supervise my team in agreement to the company’s policies and procedures in order to meet all goals and assure customer satisfaction. Measure and control all KPI’s through daily monitoring. Proficiency evaluations are used to continuously keep track of my team’s performance. Maintain complete knowledge of company services for answering supervisor calls.
VSI (June 2011 – August 2016)
Supervise my team in agreement to the company’s policies and procedures in order to meet all goals and assure customer satisfaction. Make sure that the agents follow the client’s guidelines when processing orders. Daily audits and weekly feedbacks are done to continuously keep track of my team’s performance. Maintain complete knowledge of company services to support the team when volume is high.
Basic knowledge with Microsoft Office, Internet, and Social Media.
Proficient in Spanish
Self-motivated, fast learner, team player, multitask, and detail oriented.