Sonia Concepcion
Caguas
Summary
Dynamic leader with a proven track record at Atento BBVA, enhancing team performance and fostering a collaborative environment. Excelled in mentoring at Swiss Colony Atento, boosting productivity through innovative training. Skilled in problem-solving and strong work ethic, demonstrated by improving operational workflows and client retention. Committed to continuous learning and professional growth.
Overview
12
12
years of professional experience
Work History
Team Leader
Atento BBVA
06.2020 - 09.2022
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Managed conflict resolution among team members, fostering a positive and collaborative work environment.
- Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
- Improved operational workflows, enabling team to handle increased workloads without compromising quality.
Top/Trainer
Swiss Colony Atento
11.2014 - 06.2020
- Mentored new hires, resulting in stronger staff development and increased productivity.
- Provided one-on-one mentoring to help individuals reach their full potential within the organization.
- Coached employees on best practices, providing constructive feedback to support their professional growth.
- Evaluated the effectiveness of training initiatives by tracking participant progress and gathering feedback for continuous improvement.
Receptionist
HR Tax HR Block
02.2013 - 05.2013
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Answered phone promptly and directed incoming calls to correct offices.
- Confirmed appointments, communicated with clients, and updated client records.
- Kept reception area clean and neat to give visitors positive first impression.
- Resolved customer problems and complaints.
Top
T-Mobile
09.2022 - Current
- Increased client retention by consistently delivering exceptional service and support.
- Reduced errors in task completion through meticulous attention to detail and thorough followup.
- Built strong relationships with clients and colleagues, fostering a positive work environment.
- Demonstrated adaptability by quickly learning new tasks and procedures as the role evolved.
Education
GED -
North Bergen HS
New Jersey08.1989
Skills
- Strong work ethic
- Initiative and Self-motivation
- Creativity and innovation
- Goal setting and prioritization
- Willingness to learn
- Problem-solving
- Dependable and responsible
Languages
English
Bilingual or Proficient (C2)
Spanish
Bilingual or Proficient (C2)
Timeline
Top
T-Mobile
09.2022 - Current
Team Leader
Atento BBVA
06.2020 - 09.2022
Top/Trainer
Swiss Colony Atento
11.2014 - 06.2020
Receptionist
HR Tax HR Block
02.2013 - 05.2013
GED -
North Bergen HS
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