Dedicated professional with over 5 years in customer support, workforce management, and team collaboration. Expertise includes scheduling, real-time analysis, CRM tools, and process improvement across diverse sectors including healthcare, BPO, and sales.
Handled scheduling, real-time data analysis, and workload optimization for customer support teams.
Provided email, call, and chat support in high-volume environments across healthcare, B2B, and customer service domains.
Utilized tools like Zendesk, ServiceNow, Intercom, and Puzzel to manage customer data and improve service delivery.
Streamlined communication and collaborated with teams to refine workflows and training initiatives.
Growe
Manage schedules and breaks for global CX teams ensuring balanced coverage and SLA compliance., Analyze real-time data to optimize agent distribution and workload balance., Collaborate with Operations and W FM teams to improve forecast alignment and daily task assignment.
Horatio Colombia
Delivered fast, high-quality email support for global customers., Shared product knowledge with new team members, boosting onboarding success., Improved internal communication and service consistency across shifts.
Concentrix Colombia
Handled inbound calls and resolved complex customer concerns promptly., Supported peer development and performance improvements during downtime.
Everise Colombia
Provided empathetic and efficient call-based support in a high-volume environment., Contributed to training initiatives to enhance team performance.
1st Year in Law
2nd & 3rd Year in Law
High School Diploma
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