Mileyka Perez

Monitored ticket queues to address outstanding customer issues in a timely manner. Provided customer support for hardware, software, and network problems and performed community standards moderation, including account deletion, edits, and suspensions.

Provided over-the-phone interpretation and delivered real-time oral translations and interpretations for clients. Supported translation accuracy using reference dictionaries/terminology banks and interpreted workplace and conference communications.

Oversaw teams responding to customer inquiries and managed performance through goal setting, workflow organization, and coaching. Monitored productivity and delivered feedback through one-on-one meetings, action plans, and corrective processes to help meet operational objectives.

Monitored and evaluated agent performance to ensure service quality aligned with organizational objectives. Used quality monitoring systems and reporting to support coaching, issue resolution, compliance, and continuous process improvement.

Assisted customers with reservations/payment support, including making payments and setting up payment plans to bring accounts current. Handled difficult calls professionally and resolved issues to maintain high customer satisfaction.

Completed a Neuro Coaching Skill certification program focused on coaching and development.

Earned a high school diploma with studies in modern languages and language arts education.

Completed some college coursework at UTESA but did not obtain a degree.

Completed some coursework related to food and beverage studies but did not obtain a degree.

Completed a Microsoft Excel training course.

Completed a training focused on supervising and managing demanding people.