Experienced Customer Service professional with over 5 years in BPO settings, proficient in team supervision, conflict resolution, and operational reporting. Skilled in managing escalations, training, and delivering bilingual support via multiple channels.
Provided bilingual support via chat, email, and phone, resolving app issues, disputes, and escalations.
Supervised and mentored support agents, conducted coaching, and supported training initiatives.
Developed operational and performance reports to evaluate team productivity and identify improvement areas.
Handled transaction disputes and escalated issues, ensuring timely resolution and customer satisfaction.
Venmo (Foundever Colombia)
Provided bilingual support via chat, email, and phone., Resolved app issues, transaction disputes, and handled escalations., Delivered follow-ups via email.
Money Network (Foundever Colombia)
Supervised and coached 2 teams (17 agents total)., Conducted weekly coaching sessions and developed action plans., Monitored real-time queues and supported during peak hours., Managed payroll and absences using Kronos., Created and shared operational and performance reports.
Foundever Colombia
Handled supervisor calls and escalations., Supported new agents during training (floor support)., Completed unauthorized transaction dispute forms.
Foundever Colombia
Provided customer support via phone.
Modern Languages
Social Communication
Media Communication
English Program
High School Diploma
Assisted with appointment scheduling, reports, payroll, and documentation, streamlining operations.
Wall Street English
Managed calls, appointment scheduling, and student inquiries., Assisted in enrollment processes and documentation., Provided tutoring in English classes., Supported administrative tasks.