Experienced customer service and quality assurance specialist with a background in client engagement, support, and medical interpretation.
Applied problem-solving skills to address customer and client inquiries efficiently.
Utilized assertive communication to interact effectively with customers, patients, and team members.
Managed data entry tasks involving client information, case screening, and documentation.
Performed call monitoring, team metrics analysis, and provided feedback to ensure quality standards.
Accedo Santander
Answering Inquiries by phone, email, and/or chat., Problem Resolution and Troubleshooting, Providing Product/Service Information, Handling Complaints and Conflict Resolution, Tracking orders, Processing Orders and Returns.
Majorel SAS
Call Monitoring and Evaluation, Download and Analyze the team’s metrics, Feedback and Coaching, Training and Development, Process Improvement, Calibration Sessions, Customer Satisfaction Analysis, New Hire Evaluation, Floor support
Sykes Colombia
Answering Inquiries by phone., Problem Resolution and Troubleshooting, Providing Product/Service Information, Handling Complaints and Conflict Resolution, Retention.
Teleperformance Colombia
Answering Inquiries by phone., Problem Resolution and Troubleshooting, Providing Product/Service Information, Handling Complaints and Conflict Resolution, Following follow up protocols
High school graduate.
Technical bilingual expert on business process outsourcing (BPO)
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Understood and applied medical terminology in interpreting and communication tasks.
Solvo Global
Client engagement., Handling initial inquiries from potential clients via phone,, Case screening., Data Entry, Document management, Client follow-up
ICC BPO
Facilitating communication between patients and health providers, Maintaining accuracy and neutrality, Understand medical terminology, Following ethical and confidentiality guidelines, Handling emergency and sensitive situations
