Marisol P.

Marisol P. is a bilingual professional with extensive experience in high-volume BPO environments and a specialization in Real-Time Analysis (RTA) and Back Office management. Fluent in both English and Spanish, she has demonstrated expertise in managing compliance with operational KPIs and SLAs, supported by her strong analytical skills and studies in Data Science and Artificial Intelligence. At Concentrix, she excelled as a Real-Time Analyst, where she was promoted to this position within the first year due to her outstanding analytical capabilities. She efficiently conducted real-time monitoring and analysis of service levels and agent adherence, significantly enhancing campaign profitability and efficiency. Her proactive approach enabled her to identify volume trends and minimize operational bottlenecks while managing Salesforce CRM with significant autonomy. Additionally, her experience extends to customer service and sales roles at Teleperformance, where she applied cross-selling techniques and managed high-pressure situations with resilience. Her technical skills include advanced use of Excel/Google Sheets and proficiency with Salesforce.