Experienced bilingual professional with a background in customer service, team supervision, and media content creation.
Provided bilingual support for complex banking, healthcare, and financial inquiries, ensuring accuracy and customer satisfaction.
Supervised and trained bilingual teams, monitoring KPI and SLA adherence to ensure team performance.
Produced and edited multimedia content and managed social media platforms to boost engagement and followers.
Streamlined administrative processes, managed inventory, and coordinated high-profile event logistics.
Capital One, Teleperformance - Sutherland
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,...
Concentrix
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...
Foundever
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).
Mayor of Bogota – District Department of Finance (taxes)
Bachelor in Social Communication and Journalism
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Utilized Power BI, Google Analytics, and advertising tools for reporting, analysis, and campaign management.
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...
Hector Agudelo
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.
