Liliana - Financial Advisor with bilingual support and cross-cultural expertise

Bogotá, Bogota D.C., Colombiaen

Delivered bilingual support (English-Spanish) with 95%+ accuracy in banking, healthcare, and financial services.

Supervised and coached teams of 15-25 associates, achieving 95% KPI and SLA compliance.

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Summary

Experienced bilingual professional with a background in customer service, team supervision, and media content creation.

Video Resume

Key Achievements

Produced over 500 multimedia pieces increasing audience engagement by 30% and managed social media growth.

Skills

Bilingual Customer SupportAvanzado

Provided bilingual support for complex banking, healthcare, and financial inquiries, ensuring accuracy and customer satisfaction.

Team Supervision and CoachingAvanzado

Supervised and trained bilingual teams, monitoring KPI and SLA adherence to ensure team performance.

Media Content ProductionIntermedio

Produced and edited multimedia content and managed social media platforms to boost engagement and followers.

Administrative and Logistics ManagementIntermedio

Streamlined administrative processes, managed inventory, and coordinated high-profile event logistics.

Data Analysis ToolsIntermedio

Utilized Power BI, Google Analytics, and advertising tools for reporting, analysis, and campaign management.

Languages

Spanish(Native)English(Advanced)French(Intermediate)

Experience

Financial Advisor

Capital One, Teleperformance - Sutherland

Oct 2024 - Present

Delivered bilingual support (English – Spanish) for banking, healthcare, and financial services ensuring 95%+ accuracy in interpretation and translation of complex terms., Resolved 20+ daily customer inquiries requiring real-time interpretation of technical, medical, and financial information,...

Team Leader - Supervisor

Concentrix

May 2021 - Feb 2024

Supervised and coached a team of 15–25 associates, achieving 95% KPI compliance and 95% SLA adherence., Trained and coached bilingual teams, ensuing precise communication and understanding of KPIs and policies., Facilitated cross-cultural team meeting, translating and adapting corporate information...

Healthcare Advocate - Customer Expert

Foundever

Aug 2020 - May 2021

Resolved 20+ bilingual customer inquiries daily with 98% accuracy., Exceeded KPIs by 10 - 12% and cross-sold products in 30% of interactions, boosting revenue., Maintained 100% compliance with confidentiality and data protection protocols (HIPAA compliance).

Content coordinator - Editor - Journalist

Mayor of Bogota – District Department of Finance (taxes)

Aug 2015 - Aug 2020

Produced and edited 500+ multimedia pieces, increasing audience engagement by 30%., Delivered real-time coverage for 100+ events for the Mayor of Bogotá and the District Department of Finance., Managed social media accounts, growing followers by 25% and post interactions by 30%., Coordinated...

Administrative Assistant - Secretary, accountant

Hector Agudelo

Dec 2012 - Jul 2015

Streamlined administrative processes, reducing document processing time by 25%., Managed inventory of 100+ items and executive schedules, improving workflow efficiency by 20%., Supported 10+ cross-functional projects, ensuring timely and accurate reporting.